Lendha Espinoza

• Development and follow up for Internal and external agreements: OLA’s, SLA’s. • Knowledge Management Process owner. • Development and responsible for the continual improvement plan for the Core Business platform oriented to a proactive management and reduction of incidents that affect the availability of critical services • Resource management. • Development and follow up of Management reports and performance indicators aligned to the BSC. • Coordination of the Service Delivery plan of the servic

First contact for HP customers for Latin America (except Mexico and Brazil) for call support, maintenance and follow up.

• Project manager and internal consultant for projects related with the implementation of the ITSM processes based on ITIL. • Internal Consulting to establish recommendations for improvement of the project management methodology used in Banesco, obtaining as a result a analogous dynamic used for internal training of Project management and the roadmap of improvement actions. Significant results: • Preparation of standards, templates and recommendations for

- Additional responsibilities on top of the previous position- Consolidating the networking, storage, Linux and Microsoft program and business continuity portfolio for pre-sales

In Education Services Business Unit for Latin America (except Mexico and Brazil). Total travel percentage 90% • ITIL (IT Library Infrastructure) Instructor for executives. • HP High Performance ITSM (IT Service Management) Instructor for pre-sales and marketing purposes. • Management of change Project Management for adaptive enterprise. • Education Portfolio Management. • Assessments and interviews to establish customer needs. • E-learning portfolio management: promotions, sales, projects. •

In Education Services Business Unit for Latin America (except Mexico and Brazil) • HP Virtual Classroom promotion, instructor and first contact customer support • E-learning portfolio management: promotions, sales, projects • Training and internal support for HP Virtual Classroom

• establish service level agreements (SLAs) with customers • assure every business unit to aligned to the SLAs with the establishment of Operational Level agreements • Review procedures, formats and tools involved with the SLAs • Prepare Service Catalogue Significant Results: • Contract database (contacts, agreements, compromises, duration, guarantees) follow up procedures, contract numeration, contract types, templates and standards. • Network Assessment project for Telefonica (Movistar), to promote