Norma Ruth Herrera Gómez

Achieved 95% compliance in PTO validations for relocated servers and led go-live of 20+ critical infrastructure components, reducing security incidents by 30-40%. Managed incident and change lifecycle through Jira and ServiceNow, achieving 100% SLA compliance.

•Achieved 95% compliance in PTO validations for relocated servers, ensuring operational readiness, security, and compliance within established timelines.

• Led the go-live of 20+ critical infrastructure components, ensuring proper implementation of backup, monitoring, access management, and patch controls — reducing security incidents by approximately 30–40%.

• Implemented validation checklists

• Led the end-to-end transition of Service Desk and Onsite Support services, ensuring delivery within scope, budget, and schedule under ITIL standards and Agile (Scrum) principles.

• Designed and implemented SOPs, training plans, and resource structures that remain as standard operational references, improving onboarding efficiency and technical support quality.

• Reduced onboarding time for new

• Managed telecommunications infrastructure and operations across 17 LATAM countries, ensuring service continuity and alignment with strategic business objectives.

• Reduced costs by 15% through contract renegotiation, vendor optimization, and operational process reengineering.

• Implemented risk mitigation strategies and compliance frameworks, achieving 100% compliance in Mexico and 95% across

• Led the full transition of Service Desk and Command Center (Monitoring) services, ensuring delivery within scope, budget, and schedule under ITIL and Agile (Scrum) frameworks.

• Directed high-impact operational and technological transitions, ensuring full service continuity and SLA compliance in global environments. Coordinated multicultural teams and served as a strategic liaison between clien

• Supported the management and execution of technology projects under Agile methodologies and ITIL frameworks, actively participating in the planning, coordination, and control of critical tasks within Mainframe environments. Collaborated with multidisciplinary teams to ensure proper process execution, schedule adherence, and delivery of high-impact results.

• Assisted in the planning and trackin

• Provided specialized support and customer service to international clients through inbound calls, ensuring a positive and solution-oriented experience.

• Managed requests, claims, and inquiries with a strong focus on customer satisfaction, empathy, and compliance with quality and productivity metrics.

• Handled inbound calls in both English and Spanish, delivering clear, accurate, and timely s

• Designed, implemented, and led the Customer Service Department from the ground up for internal users and retail locations, establishing processes, policies, and operational workflows focused on efficiency, scalability, and customer satisfaction.

• Developed scripts, manuals, KPIs, and multichannel communication strategies (phone, email, and ticketing systems), ensuring service consistency and o

• Accountable for quality control and continuous improvement of operational processes within the Network Operations Center (NOC), ensuring efficiency, traceability, and compliance with SLAs, OLAs, and performance metrics in critical environments.

• Supervised the full ticket management lifecycle, from creation to resolution, ensuring accurate documentation, traceability, and reduced response time