Oliver B.
Heredia, Costa Rica · IT Service Management (ITSM) Specialist
Joaquín Lizano
About
Results-driven Process Improvement professional with 8+ years of experience optimizing operational workflows, mitigating risk, and driving continuous improvement in fast-paced environments. Expertise in leveraging Root Cause Analysis (RCA), Change Management frameworks (ITIL/CAB), and Site Reliability Engineering (SRE) principles to eliminate recurring failures, reduce downtime, and improve operational efficiency. Proven ability to lead cross-functional teams, establish Standard Operating Procedures (SOPs), and utilize data-driven KPIs to deliver measurable cost and time savings.
Skills
- Process Improvement
- Continuous Improvement
- Root Cause Analysis (RCA)
- Value Stream Mapping
- ITIL Framework
- Change Management
- Change Advisory Board (CAB) Leadership
- Risk Mitigation
- Impact Assessment
- KPI/SLA Development & Monitoring
49 skills in total
Experience
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IT Service Management (ITSM) Specialist
IBM
Jan 2025 — Jan 2026
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Thermofisher
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Major Incident Management
Jan 2024 — Oct 2025
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Engineer II, Systems Infrastructure
Jan 2021 — Jan 2024
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5 experiences in total
Education
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Joaquín Lizano
Diploma
Unknown
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Universidad Central
Psychology bachelor’s degree
Jan 2004
4 education entries in total