Bernal Solano

Background

About Bernal Solano

Overview. Self-motivated professional, used to work under pressure with 10+ years of experience working for multinational companies in their IT departments. Deep knowledge in SAP R/3 in both the Financial/Controlling (FI/CO) and Human Resources (HR) modules. Technical mastery and experience of SAP in Finance areas like Accounts Payable, Banking/Payments and General Accounting. General knowledge of the ABAP programming language. Knowledge of service management processes Incident, Problem, Change Management. Ability to think in terms of processes and to work as part of a global team. Attitude of improving and building the organization and its processes. Good communication and interpersonal skills. Able to deal with non-IT end users, call centers, other IT support teams as well as the team members. Broad, timely and clear communication of solutions/issues to concerned parties is a habit. Proactively dealing with issues, identifying them and defining alternatives to deal with them. Problem/Incident Manager Strong problem solving skills for technical and process related issues. Ability to resolve operations and service issues escalated via problem tickets in a timely and satisfactory manner, ensuring that short and long term solutions are in place. Able to work out win-win solutions between the customer and the service team, if not exceed their expectations. Ability to understand business processes supported by the application, ability to relate technical issues to the business impact they have and apply proper root cause analysis to complete troubleshooting process prior to determine a solution. Disaster Recovery Coordinator Expertise in disaster recovery, business contingency plans and testing methodologies. Ability to conduct annual reviews to identify opportunities for reuse and process improvement. Significant experience in reviewing Disaster Recovery plans and scripts for completeness, quality, and compliance with established regulatory standards.