Professional Summary
Professional Overview
Reynaldo Mijares is an experienced IT leader with a strong background in service and incident management. As the Director of IT Service & Incident Management at Global Payments Inc., he oversees the company's incident response, problem management, and service delivery teams, ensuring seamless operations and exceptional customer experiences.
Experience Summary
Current Role
As the Director of IT Service & Incident Management at Global Payments Inc., Reynaldo is responsible for leading a team of IT professionals in proactively identifying, prioritizing, and resolving critical incidents. He collaborates closely with cross-functional teams to implement best-in-class incident management processes, improve system uptime, and drive continuous service improvement. Under his leadership, the team has achieved a 20% reduction in incident resolution time, enabling the organization to better serve its global client base.
Career Progression
Reynaldo's career in the IT industry spans over a decade, with a focus on network operations and service management. Prior to his current role, he held positions of increasing responsibility at Global Payments Inc. and Heartland Payment Systems, where he honed his expertise in network operations, incident management, and team leadership. As a Sr. Manager of the Network Operations Center, he led the implementation of a comprehensive incident tracking and reporting system, which improved transparency and accountability across the organization.
Academic Background
Reynaldo holds a Bachelor of Science degree in Information Technology from the University of Texas at Arlington, where he graduated with honors.
Areas of Expertise
- IT Service Management (ITSM)
- Incident and Problem Management
- Network Operations and Monitoring
- Team Leadership and Mentorship
- Process Improvement and Optimization
- Stakeholder Engagement and Collaboration
Professional Impact
Throughout his career, Reynaldo has demonstrated a strong commitment to driving operational excellence and delivering exceptional service to his organization's clients. He has led the implementation of innovative IT processes and technologies, resulting in improved system uptime, reduced incident resolution times, and enhanced customer satisfaction. Reynaldo's expertise and leadership have made him a valuable asset to the organizations he has served, and he continues to contribute to the growth and success of Global Payments Inc.
Conclusion
With his extensive experience in IT service and incident management, Reynaldo Mijares is poised to make a significant impact on the success of Global Payments Inc. His proven ability to lead high-performing teams, implement effective processes, and drive continuous improvement positions him as a valuable asset in the ever-evolving IT landscape.
