Bryan Manuel Osorio Cardozo
Electronic Engineer
Barranquilla
Summary
Dynamic service management professional with extensive experience in driving process improvements and optimizing service delivery. Strong emphasis on team collaboration and results-oriented strategies facilitates seamless adaptation to evolving business needs. Proficient in incident, problem, change management, and service continuity, recognized for reliability and exceptional communication skills. Committed to consistently enhancing operational efficiency and elevating customer satisfaction levels.
Overview
5
5
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Service Management Advisor
Unisys
12.2024 - Current
- Oversee service management strategies to ensure alignment with business objectives and drive continuous improvement across IT services. I lead and manage calls for high-impact incidents to ensure timely resolution. Additionally, I mentor and guide Service Managers at all levels, lead process optimization and implement best practices.
IT operations manager
Center source
09.2023 - 12.2024
- Led service management operations, overseeing the incident management process. Managed the monitoring and first-level support of customer IT infrastructure. Focused on minimizing downtime and reducing the impact of incidents to ensure service continuity.
IP & Networking specialist engineer
Cable & Wireless
03.2023 - 09.2023
- Managed and followed up on service requests and incidents detected through monitoring tools or reported by customers. Provided technical support and troubleshooting for corporate connectivity solutions, including Wi-Fi, routing, and switching. Ensured optimal performance and reliability of the infrastructure supporting enterprise networking services.
Major Incident Management
Cable & Wireless
04.2021 - 03.2023
- Led the management of all Severity 1 and 2 incidents, as defined by the Incident Severity Matrix, to rapidly restore services and minimize customer impact. Ensured high levels of service quality, availability, and performance. Managed major incidents affecting core and access networks, IT systems.
Tier 1 Support engineer
Sykes Colombia
05.2020 - 04.2021
- Provided technical support to quickly resolve wireless network issues, minimizing business disruptions. Handled challenges such as interference, coverage gaps, roaming problems, disconnections, and security concerns, ensuring reliable and secure network performance for Cisco wireless technology.
Education
PeopleCert
Postgraduate - IT management
Universidad Del Norte
03-2025
Electronic Engineer -
Universidad del Norte
03.2018
Skills
Teamwork
Certification
ITIL Foundation certificate in IT Service management
Timeline
Service Management Advisor
Unisys
12.2024 - Current
IT operations manager
Center source
09.2023 - 12.2024
IP & Networking specialist engineer
Cable & Wireless
03.2023 - 09.2023
Major Incident Management
Cable & Wireless
04.2021 - 03.2023
Tier 1 Support engineer
Sykes Colombia
05.2020 - 04.2021
PeopleCert
Postgraduate - IT management
Universidad Del Norte
Electronic Engineer -
Universidad del Norte
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