Hernan Valverde Rodriguez

• Led cloud-migration engagements from project planning through execution, developing and maintaining detailed project plans that aligned with contractual obligations and client business imperatives.
• Designed and executed staffing plans in collaboration with the PMO and cross-functional leads to ensure the right mix of engineering, architecture, and operations resources for each migration initiative; monitored resource allocations to sustain timeline management and avoid bottlenecks.
• Executed end-to-end timeline management for diverse environments (data centers, servers, databases, operating systems, platforms), delivering Azure onboardings within scope and on schedule; achieved 100% VM migration within authorized windows with no rollback and minimal post-migration latency, meeting First Month of Operation (FMO) targets.
• Managed project budgeting and cost control for cloud migrations, ensuring deliverables were completed within budget while upholding quality standards; tracked expenditures against approved budgets, and proactively escalated variances.
• Oversaw stakeholder communication and expectations across key accounts (Padagis, Codelco, BIMBO, KBR, Marathon Petroleum) and DXC clients (Tops Markets, FEMSA, BIMBO, First Data), providing regular status updates, risk/issue management, and collaborative decision-making with clients and the PMO.
• Collaborated with Solution Architects to translate business needs into concrete technical deliverables and designs, facilitating rapid information validation, and informed, timely decisions across the migration program.
• Proactively managed scope changes and risk mitigation, ensuring alignment with contractual obligations and client priorities, while maintaining project health and delivering milestones on time.

• Led DXC client migration efforts to hybrid cloud services (Azure, AWS), overseeing the identification of current client services and the design of appropriate solutions for new locations.
• Directed teams of technical professionals in migrating applications and data, adhering to DXC best practices to ensure fluid and efficient transitions.

• Managed client engagement to ensure compliance with all scope, time, budget, and quality expectations through effective project planning, control, and management.
• Coordinated corporate, client, and external vendor efforts to plan and implement solutions to client issues, optimizing delivery processes.

In charge of managing the customer company's IT infrastructure, systems, services, and ongoing projects to meet the contractual commitments IBM made to its clients in a cost-effective manner.

Problem and Change Management allowed me to utilize my technical knowledge of the environment to ensure that services and components are designed and delivered to meet customer requirements.

Deliver an Enhanced Recovery Model for the resolution of major incidents of complexity or long duration, based on ITIL principles.

Project transition of new customers, including: 1. Manulife Canada (Apr 2017 – Apr 2018) 2. Heineken Mexico (Apr 2017 – Apr 2018):

I was responsible for managing critical incidents across a wide range of customers from diverse industries, ensuring rapid resolution and minimal business impact. I served as a Subject Matter Expert (SME) for several high-priority accounts, identifying incident impacts that directly affected clients’ ability to operate, and aligning all desk procedures with ITIL standard practices. I coordinated cross-functional technical teams, including Network, Mainframe, Midrange, Storage, and Database support towers, to drive incident resolution and effective communication. Additionally, I oversaw late-shift work distribution and resource allocation, while proactively managing risks and issues to maintain service continuity and client satisfaction.

I was responsible for providing Tier I agents with the necessary knowledge and support through chat, email, and desk-side assistance, ensuring that client expectations were consistently met. I delivered advanced support for Outlook and Active Directory, resolving complex technical issues, and enabling smooth business operations. I assisted both agents and supervisors in managing customer escalations, taking ownership of critical technical cases, and ensuring timely resolution. Additionally, I actively supported the adoption and integration of new technologies and applications, serving as a key point of engagement to enhance team capability and service delivery.

Incident resolutions via inbound calls and emails.

Responsible for the execution and delivery of customer service for all applicable markets in the Americas.

Handling and resolving internal and external stakeholder requests, and triaging Client Services cases logged by clients directly into the online corporate tool.