Antonella Cannizzo

Professional certificate ITILf V3, with more than 15 years of experience in the IT area, whose purpose is to provide strategic consultant services focused in adding business value through ITSM (IT Service Management), implementing best solutions and contribute to the achievement of the company's strategic plan, guaranteeing an efficient service, high availability, reliability and quality, through the analysis of the current situation, optimization of the life cycle of IT processes, design of metrics for measure the health and performance of the IT infrastructure, minimizing the impact on the service, improving response times with the client and implementing continuous improvement.

Achievements

• Optimize service with issuers, through the implementation of a system whose portal will allow them to iterate directly with the company and be able to be served in less time, guaranteeing their satisfaction.
• Optimize the management of services with clients, reducing response times, and guaranteeing operational continuity, which was successful in the controls established in the IT Infrastructure, optimization of the processes that support it and in the implementation of a centralized tool for the management of Requests, Incidents, Problems, Changes, Service Catalog and CMDB.
• Adequacy of processes and coordination to implement Servicenow (ITSM: Management of Incidents, Requests, Changes, Assets, Service Catalog) & (ITOM: CMDB Discovery and standardization of assets).
• Internalize IT Infrastructure controls, for the management of performance, availability, update of patches, firmware, capacity, backups, vulnerabilities, configuration, events and early alerts.
• CMDB implementation in the mining and financial industry.
• Increase in the quality of service, optimization of response times, operational continuity and continuous improvement in the services of incidents, problems, changes, configurations and versions.
• Implement IT service management (ITSM) in a mining company, through reengineering, automation and documentation of change management processes, problems, service catalog and versions, according to ITIL best practices.
• Leverage strategic goals, in terms of achieving the maturity level established by the organization, closing of gaps and finally the ITIL certification.
• Administration and control of more than 400 monthly changes with diversity of impact and criticality, which was successful due to the cultural change that allowed ensuring business continuity, substantially improving response times, guaranteeing service quality, mitigating errors in the productive environment and ensuring complying with the regulations.
• Success in the Modernization and Technological Innovation project, based on the migration of the AS / 400 from P5 to P7, where the effective implementation of changes was controlled, and the operational continuity of the organization was guaranteed.
• Success in the Monetary Reconversion carried out in Venezuela, through the optimization and reengineering of critical processes.
• Success in the interbank merger process, considering the integration and adaptation of systems for the new functionalities required.
• Compliance with regulations and closing of gaps, through the documentation of the core IT processes.
• Implementation of the service catalog, service agreements, configuration management and knowledge database, in the financial industry.
• Development and implementation of statistical reports, for the follow-up, measurement and implementation of strategies, according to the reflection of the QMATIC management indicators.
• Development and implementation of the SKY BRANCH (Citibank) management control system.
• Installation of the QMATIC Service in financial entities, government agencies, health institutions, insurance companies and telecommunications companies.
• Development and implementation of the VIP Service System, integrated with QMATIC.

NEXUS Chile (Jul 2019 to Present) - Head of Operational Quality Control Unit                         

Project management.

Adequacy of Servicenow and optimization of processes, for the attention of users through requests, incidents, problem and change management, service catalog and the CMDB.

Continuous improvement management of processes.

Define transversal strategies to grant service quality and decrease response times.

Optimize management, through the design and implementation of performance and risk indicators.

Control the activities of Provider, in order to guarantee service compliance.

Define and design strategies to measure the performance of services and control them.

Consolidate and optimize the CMDB, for the configuration of the organization and asset management.

Ensure compliance with service level agreements.

Control of Performance, Availability, Updates, Backups, Configuration, Assets, Event Monitoring and Early Warnings.

SYNERGISTICS Assigned to: Anglo American Chile (Feb 2017 to Jun 2019) - IT Service Delivery Consultant

Manage IT services with internal clients and stakeholders.

Ensure compliance in the management of processes.

Control and management of performance indicators and service agreements.

Management and optimization of critical processes, to give continuity to the core services of the organization.

Define and design strategies to measure health of services and control their management.

Evaluate and implement continuous improvement to the services delivered.

Design of strategies and asset loading, for the implementation and control of CMDB.

Process documentation.

FREELANCE (Mar 2015 to Dec 2016) - IT Consultant

Manage IT services for organizations related to the financial, telecommunications and automotive areas.

Optimize processes, aligning them to best IT practices.

Design and implement management indicators.

Manage strategic projects for financial organization.

Manage and actuate strategies to fulfill projects.

Implement the processes of problems, changes, releases, configurations, service catalog and environments.

Design and implement: Business Impact Analysis (BIA) and Business Continuity Plan (BCP).

Design, implement and ensure compliance with the best practices of ITIL, IT Governance and ISO 9000 Standard.

• Higher University Technician in Computer Science (Venezuela) - April 1994 – Finished
• ITIL Foundation Examination V3 (APMG Group) - C.N.: 02310748-01-T8V6 - Feb/2011
• Project Manager Program - 2015
• Human Effectiveness on Service (ProA) - 2015
• Time Management Workshop (FYC Group) - 2014
• WEB Design Advanced (E. Diseño WEB) - 2013 
• ITIL Foundation V3 (PWC) - 2011
• CAITPAM R3 Automating IT Process (BS) - 2011
• CA Business Intelligence R12.5 (BS) - 2010
• Service Desk Manager Admin R12 (BS) - 2010
• Program of Project Management (IIGP) - 2010
• ITIL V3 Foundations (Lean IT - EXIN) - 2009
• Project Manager & MS Project 2003 - 2008
• BCP, BIA and DRP - 2008