JORGE A. GARCIA AVILES PMP - ITIL - IT Manager/Support Specialist Contact InformationEmail: jorge.garcia.aviles@gmail.com Phone: +254 711 837 047 Address: Windsor View Gardens, Nairobi, Kenya. Webpage: https://jgarcia.link

Work StatementDeveloped in a multicultural and international environment in Spanish, English, Romanian, French, Haitian Creole, since 2004. Proven experience in managing regional IT operations, project management, staff supervision and working under pressure in basic living conditions.

Work Experience ITSM Engineer Cytonn Investments http://www.cytonn.com Nairobi, Kenya September 2018 - December 2018 In overall, my responsibilities were to design & implement the ITIL framework into Cytonn’s IT Operations. Tasks: - Planning, Designing, Implementing, Supporting and

Controlling the following ITIL Management processes: Event, Incident, Problem, Knowledge, Asset, Service Level, Service Catalog, Availability, Capacity, Change, Risk, and Configuration Management.

- Producing & delivering management and executive information

- Driving the efficiency and effectiveness of the event/incident/problem/change management processes

- Coordinating service transition activities across projects, suppliers and service teams

- Producing a process map of all of the processes and their high-level interfaces, to ensure integration, consistency, and continuity across all processes

- Designing measurement methods and metrics to support the continual improvement of service provision and all supporting processes (KPIs, SLAs, etc.)

- Recommending proactive, innovative IT solutions for the improvement of IT design and operation whenever and wherever possible

- Creating and maintaining IT design policies, philosophies, and criteria, covering all areas including connectivity, capacity, interfaces, security, resilience, recovery, access, and remote access, and ensuring that all new services meet their service levels and targets

- Reviewing the operation and performance of the IT strategy and makes any necessary changes or adjustments to the IT strategic plans or the way they are implemented or operated

IT Capacity & Availability Manager Atos http://www.atos.net Timisoara, Romania September 2016 - February 2018 My responsibilities included: - Working and coordinating with remote teams from Spain,

France, Poland, Morocco, Romania, in different languages (Spanish, English, French, Romanian).

- Identifying future business requirements, establishing and maintaining comprehensive capacity & availability management planning process at the enterprise, system and IT component level, taking into account current and

new requirements, including those from new or modified Software / Hardware / Infrastructure elements.

- Reviewing and approving capacity & availability management planning process.

- Developing and implementing tools that allow for the effective monitoring/trending of IT Infrastructure, Software and IT components performance and resource utilization.

- Continually monitoring IT resources usage and promptly identifying capacity & availability issues; providing trending information to allow forecasting of future requirements.

- Assessing incidents/problems and making appropriate IT capacity & availability changes to improve Services performance.

- Providing a weekly/monthly executive presentation status to the clients directly, for the overall IT capacity & availability management.

IT Support Specialist / BackEnd & FrontEnd Sup. Kreditech Holding SSL GmbH https://www.kreditech.com Bucharest, Romania April 2016 - August 2016 In overall, my work tasks and responsibilities were as follows: - First point of Contact for the Customer Care Country

teams for all issues occurring on the live system. Working with operating staff (Country Teams, Marketing, Business Intelligence, Customer Support, and Development).

- Working with teams located remotely (Mexico, Spain, Poland, Germany, Czech Republic, Ukraine, Russia, Romania), in different languages (Spanish, English, Romanian).

- Recording, analyzing and distributing statistical information for further analysis and product development.

- Display a high level of critical thinking in cross-functional process analysis and problem resolution for new and existing products with a customer perspective.

IT Latin-America Leader – IT Branch Manager Edelman http://www.edelman.com Mexico City, Mexico January 2013 - November 2014 Reporting directly to the Regional IT Vice-President in the United States. Manage, coordinate, and monitor all IT operations within the LATAM Region (Brazil, Argentina & Mexico’s office). My work tasks and responsibilities were: - Plan, control, budget, implementation, secure and

develop the branch's site and all its IT infrastructure.

IT Trainer & Budget Officer UN - United Nations - MINUSTAH http://www.minustah.org Port-au-Prince- Haiti June 2011 - June 2012 Responsible for providing training to all components (UN police & military, national and international civilian staff) of the peacekeeping mission in Haiti MINUSTAH. My work tasks and responsibilities were: - Courses given in different languages such as English,

Spanish, French and Haitian Creole. - Tasked to elaborate, monitor and control the budget of the

training section (2 million USD) for the peacekeeping mission (12,000 people approx.)

- Managed relationship with training providers, including worldwide academia.

- Supported coordination and logistics in local and international trainings.

Regional IT & Comms Chief UN - United Nations - MINUSTAH http://www.minustah.org Jacmel - Haiti November 2008 - May 2011 Responsible for providing, managing and maintaining communication services (satellite and microwave connections, UHF and VHF radio communication, Routers and Switches), IT support (maintenance, monitoring and access control servers, computers, printers, scanners, etc.) and managing access to applications (AD and intranet). My work tasks and responsibilities were: - Supervised 20 people, including international mission

personnel. - Created and developed an “IT Knowledge Database - Wiki”

for the regional office. Managed and analyzed risks, costs and timing of regional projects.

- Created, monitored and followed-up of monthly CMDB, SLA and KPI reports.

- Designed, developed and monitored IT policies for continuous service improvement for the regional office.

- Required languages: English, Spanish, French and Haitian Creole.

Helpdesk Team Leader of the UN HQ UN - United Nations - MINUSTAH http://www.minustah.org Port-au-Prince- Haiti February 2008 - October 2008 Responsible for managing and maintaining IT helpdesk services for the headquarters and for all senior members of the mission (VIPs). My work tasks and responsibilities were: - Provide user support (maintenance, and support of

computers, printers, scanners, etc.) and QA feedback to the helpdesk team.

- Management, monitoring and reporting on CRM. - Supervised 14 people, including international mission

personnel. - Required languages: Spanish, English, and French.

Tier II Analyst AHST Getronics http://www.getronics.com Interlomas, Huixquilucan, Edo. Mexico August 2007 - January 2008 Second level support in English for remote users. Nightly Helpdesk support to companies located in the U.S., Canada, Mexico and Europe. My work tasks and responsibilities were: - Creation of supporting documents, flow-charts and

processes of IT workflows; follow-up with specialized IT providers and ISPs. Leader of a team of seven people.

Network Infrastructure Monitoring Analyst Banorte http://www.banorte.com Calzada de Tlalpan, Coapa, D. F., Mexico November 2006 - June 2007 Monitored and report the status of the bank’s network.

Tier I Analyst AHST Getronics http://www.getronics.com Interlomas, Huixquilucan, Edo. de Mexico, Mexico February 2005 - November 2006 First level support in English for remote users. SAP first level support. Nightly Helpdesk support to companies located in the U.S., Canada, Mexico and Europe.

Tier I Analyst Teletech http://www.teletech.com Reforma, Juarez, Cuauhtemoc, D.F., Mexico January 2004 - February 2005 First level support in English, specifically for Accenture’s U.S. remote users.

Skills Overview . Project Management, Quality Assurance & Supervisory Tasks PMP Certified Professional. For over 10 years I have worked, developed and collaborated on IT projects from different positions and perspectives. I have successfully achieved all skills and capacities necessary to carry out each of the stages of project management. I have supervised staff and provided feedback required to develop skills within the teams I participated/managed in.

International Cooperation, Development & Humanitarian aid During my nearly five years in Haiti, I assisted the local population and national institutions (Emergency Tasks at the 2010’s Haitian Earthquake, Hurricane Tomas 2010 and cholera response programs 2011). I created programs to help local organizations and supported their sustainable development. An example of this support, was reflected in the program: "Tout Ansamn Kounye A" (http://alturl.com/zr4ig). National TV of Haiti presented the program on the show called "Pote Kole" (http://alturl.com/sjaez). This support was mentioned in the "Report on Development and Culture" from the Secretary General of the United Nations to the General Assembly in July 2011 (http://alturl.com/sfycy).

Computer Skills Knowledgeable in Cloud Architectures & Services such as Amazon AWS, MS Azure, Bitnami Cloud, etc. Master/Administer computer systems such as: VMWare, Windows Server 2012, OS X Server, Linux Server – Debian, etc; databases: MS SQL Server, 2012, MySQL, MariaDB, MS Access, Apache Derby, etc; customer relationship software: Oracle CRM, Helpstar, Zoho, etc; web programming and designing software: C, C++, Java, HTML 5, PHP, Flash Script, MS Visual Studio, X Code, NetBeans, etc.

Languages Spanish - Native English - Advanced French - Intermediate Haitian Creole – Basic Romanian – Basic

Studies & Certifications IEU - Instituto de Estudios Universitarios Puebla - Mexico (On-Going) PhD Degree - Mgt. and Innovation in Institutions (2 Years Program)

Universitatea Politehnica Timișoara Timis - Romania IT Master’s Degree (2 Years Program)

UNITEC - Universidad Tecnológica de México Bachelor’s Degree in Information Technology Management

Project Management Seminar Universidad Tecnológica de México Seminar Course Completion

Microsoft Certifications Desktop Support Technician: MCDST - 70-271 Desktop Support Technician: MCDST - 70-272 MCP ID: 3727690

United Nations OHRM Office of Human Resources Management Writing Correspondence and Reports - ToT UN IPSAS Module 1-5 - Port-au-Prince, Haiti

Leveraging Satellite Applications for Global Challenges - Symposium UNITAR and WMO - Geneva, Switzerland

ITIL v3. Certification Certificate Number: GR750087710JG

PMP Certification Certificate ID: 2315056

SCRUM Fundamentals Certification (SFC) Certificate ID: 690060

AWS - Amazon Web Services Certification Brainbench, Transcript ID: 14217961

References

Beatriz Lafuente - blafuente@un.org Civil Affairs Officer - UN in Haiti - MINUSTAH

Daiana Banciu - daianabanciu@yahoo.com Independent Human Rights Observer - Romania

Emilia Sur – emilia.sur@gmail.com Internal Communication Officer at Continental - Romania