1. PROFESSIONAL SUMMARY
Experienced IT professional with more than 15 years working on the field. Proven expertise in implementing ITIL
Processes as a Change Manager.Leader,capable of working with multidisciplinary teams and under pressure, delivering
results in shortperiods of time within changing environments. Detail-oriented and motivated to drive projects from start to
finish as partof a dynamic team. Quick adaption to new technologies and tools,and committed to maintaining cutting edge
technical skills and up-to-date industry knowledge. Organize and able to work independently to manage multiple tasks.
Excellent written and oral communication,including presentation skills and the ability to collaborate across all levels of the
organization. Strong IT knowledge related to Financial Institutions.
SKILLS
 IT Infrastructure Library ITIL Foundations v3 (IBM)
Certified.
 System Center Operations Manager 2007 R2 and
2012 R2 (Microsoft)
 BMC Performance Assurance.
 Maintaining a Microsoft SQL Server 2008
Database
 CA ESP Workload Automation r5.5: Foundations
 Oracle Database 10g:Administration Workshop I
and II
 Z/OS and OS/390 Facilities
 Z/OS Jcl and utilities
 AIX Korn and bash shell programming
 Managing your Infrastructure using Microsoft
Operations Manager 2005
 Managing and maintaining a MicrosoftWindows
server 2003 environment
 Implementing,Managing and maintaining a
Microsoft Windows server 2003 Network
infrastructure:Network services
 Installing,configuring and administering Microsoft
Windows XP Professional
 Administering MicrosoftSQL server 2000 database
 Microsoft Operations framework essentials – MOF
 Aix v. 5l basics – Administration Iand II
WORK HISTORY
Convergys – Dallas/Fort worth Area
IT Support Engineer, 11/2015 to date
 Supporting Microsoft's Customer in SCOM 2012 R2 and 2007 R2.
 Troubleshooting and Escalating cases in order to fix them.
 Working with Microsoft's employee to fix issues in SCOM.
 Trained by Microsoft's Premier Support Engineers in topology and infrastructure SCOM 2012 R2.
IBM – Lima,Peru
IT Specialist/ IT Change Manager, 05/2012 to 04/2015
 MS Windows server operating system administration (NT, 2000, 2003 y 2008).
 Expert level knowledge of Microsoft Systems Center Operations Manager (SCOM) 2007 R2 and 2012 -
deployment, administration, configuration, troubleshooting, & maintenance.
 Windows scripting for administration and automation tasks (vbs, wsshell,WMI).
 Support ITIL Service and system Management, ITIL V3 Certified.
 Change management according to ITIL (ITIL Foundations Certified) and ITUP Processes.
 Strong knowledge of System, Service and Change ITIL processes.
 In charge of the change process and its implementation on the client’s end.
 Chair CAB meetings as IT Change Manager.
 Authorize changes after a CAB.
 Authorize/approves all Standard changes.
 Manage Change Calendar, Maintenance Windows and Change Freeze Periods.
RAFAEL E. LUJAN
2500 State Highw ay 121 #1724 Euless, Tx 76039 | Mobile: +1 469-835-2274 | email: rlujan20@hotmail.com

2.  Produce regular management reports.
 Coordinate responses with Internal Audit and client’s auditors regarding the Change Management
Program.
 Developed work-flow charts and diagrams to ensure production team compliance with client deadlines.
Banco de Crédito del Perú BCP, Commercial Bank
Miami, Florida, 07/2007 to 01/2008
Project Manager MIS
Special Assignment, in charge of Project Management such as:
 Disaster Recovery Plan - Analysis, design, installation and implementation.
 EPO / Mac Afee antivirus - Installation and implementation.
 Fed Line Direct - Analysis and design.
 Tivoli Storage Management) - Installation and implementation.
 Create Service Level Agreement.
 Scripting Development for administration Tasks (Vbs, WMI, Wshell).
Banco de Crédito del Perú BCP, Commercial Bank
Lima, Peru, 09/2000 to 05/2012
IT Infrastructure Engineer
 Expert level knowledge of Microsoft Systems Center Operations Manager (SCOM) 2007 R2 and 2012 -
deployment, administration, configuration, troubleshooting, & maintenance.
 Ecomm/Ecold administration for saving account emailing.
 MS Windows server operating system administration (NT, 2000, 2003 y 2008).
 AIX server Administration.
 EMC Documentum software administration.
 Coldview software administration.
 Scripting Development for administration Tasks (Vbs, WMI, Wshell).
 Capacity Management Infrastructure Administration (BMC Performance Assurance).
 Diagnosed and troubleshooted UNIX and Windows processing problems and applied solutions to
increase company efficiency.
System Administrator:
 Troubleshoot problems reported by users, support the Service Desk Team.
 Process Administration and applications.
 Support client/server applications and users and clients through SQL 2000, 2005, 2008 server,
windows 2000, 2003 and 2008.
 CA-Scheduler/ESP installation for application servers.
 EMC Documentum software administration.
 Coldview software administration.
 Programming in Visual Basic scripting, wscript, WMI, HTML to resolve production problems and
automation tasks.

3.  Support for CA-XCOM, Connect Direct, and Connect Remote transmission softwares from client/server
environment and OS390 Environment.
 In charge of Migration of systems from AFP Union subsidiary to our computer center such as software
and hardware.
 Training for users and operators.
 Sharepoint 2007, CA-Service desk, AIX and OS390 user.
 Manage Service level agreement for providers.
 Project Manager.
 Working with ITIL and MOF (Microsoft Operations Framework) processes.
 Provided documentation on start-up, shut down and first level troubleshooting of processes to help
desk staff.
IT Helpdesk Operator
 Support clients and users as first Level.
 Control and monitor the national BCP’ agencies network.
 Providing support to internal and external BCP Connections.
 Control of the National network of ATMs.
 Administration of TCP/IP network and Windows Platform.
FORMAL EDUCATION
Bachelor of Science: Information Technology
San Ignacio de Loyola University – Lima,Peru
Technical Career : Systems Analyst
San Ignacio de Loyola Institute – Lima,Peru
LANGUAGES
Spanish: native proficiency English: professional working proficiency