Claudia Lopez
Toronto,ON
Summary
Experienced IT engineer adeptly supporting system management and problem resolution to improve records management. Skillfully assessed operational procedures, providing hands-on experience analyzing records and investigating complex troubleshooting issues. Accomplished expert navigating latest compliance regulations and service-level agreements, maintaining strict compliance with updated standards. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
1
1
Certification
Work History
ITSM Operations Analyst
World Bank Group
01.2020 - 01.2023
- Contributed to ITSM Knowledge Base and stayed apprised of service center knowledge and industry best practices
- Developed enhanced understanding of IT processes and policies and how affect customers, always seeking to improve operations continuously
- Performed customer training sessions on IT policies, directives, and processes and acted as SME and Champion within Business
- Provided reporting on service breaches and SLAs (Service Level Agreements) (Service Level Agreements) to stakeholders and senior leaders
- Technologies: ServiceNow (IT Knowledge Base, CMDB, Dashboards/Reports), Windows 11, Power BI, SharePoint.
- Boosted customer satisfaction levels with thorough analysis of client feedback and timely resolution of issues.
- Established strong relationships with key stakeholders, fostering collaborative environment conducive to achieving shared goals.
Senior IT Analyst
World Bank Group
01.2018 - 01.2020
- Supported all global implementation teams to support new installations and migrations in Colombia (e.g., WBDocs to MS SharePoint, Win10 to Win 11, Remedy to ServiceNow, RSA to SecureID, MobileIron to Intune)
- Conducted monthly training to develop critical functional and technical skills and improve business acumen
- Held up-to-date inventory in Service Now CMDB for asset control and management (retire, request, change equipment) with defined asset management processes
- Planned and executed annual business continuity environment testing for disaster recovery team
- Participated in several functional groups, oversaw compliance with ServiceNow ticket quality standards and performed constant audits for team of 40 people in Latin America
- Maintained IT customer support in video conferencing, hotel events, and applications
- Act as resolution Tier 2 and Tier 3 escalation point for complex business systems concerns and issues
- Technologies: ServiceNow, Windows 10, Cisco Network Equipment, APC UPS, HP printers.
- Maintained compliance with industry regulations and internal policies through diligent risk management practices.
Senior Network Administrator
AIG Insurances
01.2015 - 01.2017
- Led several DR (Disaster Recovery) exercises from networking perspective, helping other teams work together to have stable 99.1% reliable environment to test company's most critical applications
- Active representation in weekly change advisory board (CAB) meetings with stakeholders focusing on severity, outages, and risks related to network engineering changes
- Maintained system capacity to determine its effect on performance and recommend enhancements to meet new or changing network demands.
- Coordinated with external service providers during planned outages or emergencies, ensuring swift resolution times.
- Collaborated with cross-functional teams to develop comprehensive project plans for large-scale network initiatives.
System Administrator
AIG Insurances
01.2013 - 01.2015
- Action plan control to mitigate and remediate issues related to audit processes and country-wide IT implementation projects for IT department
- Developed, maintained, and documented security programs and policies and monitored department compliance
- Manage Active Directory, including user accounts, permissions, and group policies.
- Installed, configured, and maintained various server roles and features, such as DHCP, DNS, file, and print services
- Monitored and maintained system security, including antivirus software, firewalls, and system patches and updates
- Technologies: Cisco Network Equipment (Switches, routers, Balancers, etc.), Citrix XenServer 6.2/6.5, VMware ESX 4.1 Vsphere, Dell MD3000, Dell Networker v7.2.
Systems Administrator
VTU Colombia
01.2012 - 01.2013
- Maintain secure and stable environment through secure administration processes, support applications, server, and network environments.
- Create and maintain documentation for use by IT operations teams for regular tasks.
- Provided Level 1, 2 and 3 support with server, desktop, network access, end-user accounts, permissions, access rights, and file sharing.
- Managed IT Project implementation of several tools, networks, and user/infrastructure applications.
- Collaborated with IT team members to develop comprehensive disaster recovery plans, enhancing business continuity efforts.
- Conducted regular audits of user accounts and access permissions, maintaining compliance with regulatory standards and organizational policies.
Sales Engineer
LG Electronics
01.2010 - 01.2012
- Provided technical service and training presentations to approximately 15 customers and representatives per week about using, operating, and maintaining LG’s products.
- Performed Technical Specialist and Customer Service Representative (CSR) duties when necessary to meet business and customer needs.
- Followed up on prototype product design, testing and application issues with customer, making required changes to final design to meet customer requirements and quality standards.
- Conducted market research to identify emerging trends and opportunities for growth, informing product development strategies.
- Gathered valuable feedback from clients on product performance, sharing insights with engineering teams for continuous improvement efforts.
IT Analyst
Huawei Technologies
01.2007 - 01.2010
- Level 1, 2, 3 IT Support
- Level 1, 2, 3 IT Support.T projects for all staff on new utilities and applications in Colombia and across South American region (Internal applications, SharePoint services).
- Ensured 99.7% uptime of data center operation, including IP telephony, access control, applications, and international links
- User support Network infrastructure maintenance, distribution, and design of three new offices in Colombia and 1 in Bolivia (Network WAN / LAN, IP telephony).
- Ensured 99.7% uptime of data center operation, including IP telephony, access control, applications, and international links.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
Graduate Certificate - Advanced Project Management in IT
Lambton College
Toronto, ON08.2025
Post-Graduate Diploma - Project Management
Santo Tomás De Aquino University
Colombia07.2011
Bachelor of Science - Computer Science Engineering
Central University
Colombia12.2008
Skills
- Testing and documenting ITSM processes and procedures
- Team Leadership
- Effective communication
- IT support Levels I, II and III
- Reporting Skills
- Project Management
- Continuous Improvement
- Change Management
Certification
Microsoft MD-101 Managing Modern Desktops (Microsoft, Azure Administration) 2022
HDI KCS (Knowledge-Centered Service) Principles, HDI 2021
Scrum Master and Product Owner Certified Certmind (CCTI Colombia) 2019
PMP (Intelligent Training Colombia) 2019
ITIL V4 and SOA (Intelligent Training Colombia) 2019
Studies in ISO 27001, ISO 9001, ISO 22301 (CSG Academy) 2018
CCNA, ACI fundamentals (Global Knowledge Mexico) 2016
Languages
English
Full Professional
French
Professional Working
Spanish
Native or Bilingual
Timeline
ITSM Operations Analyst
World Bank Group
01.2020 - 01.2023
Senior IT Analyst
World Bank Group
01.2018 - 01.2020
Senior Network Administrator
AIG Insurances
01.2015 - 01.2017
System Administrator
AIG Insurances
01.2013 - 01.2015
Systems Administrator
VTU Colombia
01.2012 - 01.2013
Sales Engineer
LG Electronics
01.2010 - 01.2012
IT Analyst
Huawei Technologies
01.2007 - 01.2010
Graduate Certificate - Advanced Project Management in IT
Lambton College
Post-Graduate Diploma - Project Management
Santo Tomás De Aquino University
Bachelor of Science - Computer Science Engineering
Central University
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