Eduardo Arzate Flores

• Versatile, bilingual project manager with expertise driving projects and leading cross-functional teams to consistently meet key program deliverables 

• Extensive experience in different IT disciplines, including Software development, infrastructure, operations, support and service management.

CORE KNOWLEDGE & SKILLS 

-Budget Control -Critical path analysis -Lifecycle development -Technology integration -Business case asessment -Scope definition -Cross-Function Leadership -Conflict resolution 

-Certified on ITIL V3 as an Intermediate Level Expert on several processes that include 

RCV (Release Control & Validation), 

OSA (Operational Support & Analisys)  

SOA (Service Offering & Agreements).

PPG Comex (TIBA)

 IT C Manager at PPG Service Desk LATAM, november 2021 – current. 

• I implemented Incident Management and Problem Management process to help to reduce recurring incidents and to increase the quality of the services. 

• I trained Site Support team on ITIL process like Operational Support, which helped to focus the efforts to reduce the incident solution time. 

• I admin and led the efforts to create, update and standardize the Knowledge Database for LATAM (KDB) that currently has more than 4K articles, wich we increase the service level from 95% to 98%.

• I implemented the critical incidents management process in LATAM, improving coordination between IT teams, reducing significantly solution times and the impact on the business. 

• Additional to standard KPis, I implemented additional metrics and process analysis of service management, trends, KDB usability, which allows identifying and correcting practices, improving IT service level and customer satisfaction. 

• I coordinated efforts for the creation and periodic publication of performance indicators, service level agreements and satisfaction level for IT service management.

Walmart de México y Centroámerica 

IT Sr Manager – Software Development / Business Continuity, january 2004 – november 2016. • I was responsible for the design and creation of the IT services catalog and service level agreements for the “Shared Administrative Services” at Walmart LATAM. 

• As an ITIL V3 Intermediate Level Expert, I led the efforts to implement processes: Knowledge Management, Service Catalog Management, Service Level Management, Incident Management and Problem Management. 

• I led more than 60 resources, responsible for the Incident/request/problem management and multiple projects and application improvements of 350 corporate applications including infrastructure in Mexico, Central America and Walmart Bank, as well as remediation of security vulnerabilities, including PCI compliance. 

• I defined the strategy, and I was responsible of the migration of 220 applications to a Windows Server 2012 platform.

• I led the teams responsible for planning, strategy, development, support and maintenance of all ERPs systems at Walmart of Mexico & Central America, including Retail, VIPS Restaurants, SUBURBIA stores and Walmart Bank. 

• I led the team responsible of the PeopleSoft V8.3 Payroll and HR Implementation project, to support the payroll payment process of more than 220k employees. 

• I led Help Desk and support team at VIPS by 3 years before the full consolidation with retail and department business.

Academic training: 1985-1988 Computer Engineering, UNAM. Languages: Spanish native and English professional competence.

-Certified on ITIL V3 as an Intermediate Level Expert on several processes that include 

RCV (Release Control & Validation), 

OSA (Operational Support & Analisys)  

SOA (Service Offering & Agreements).