Luis Manuel Pimentel Ruiz is an Informatics Engineer from Guadalajara University with over 20 years of experience in IT service management roles. He has held positions such as Service Manager, Business Analyst, Support Engineer, and Project Manager. Pimentel Ruiz has extensive experience implementing ITIL best practices and leading continual service improvement initiatives to improve customer satisfaction scores. He is proficient in both English and Spanish.

1. Llanes 1702
Col Urbiquinta Montecarlo
Tonalá, Jalisco, México
lpimentel54@hotmail.com
lpimentel54@gmail.com
Phones:
01 (33) 33360701
0443318938334
Luis Manuel Pimentel Ruiz
Objective Keep growing as engineer and person; giving my best effort in
everything I do.
Personal Profession: Informatics Engineer
Graduated
R.F.C: PIRL760502R15
Experience 2011-2015
Service Manager
• SM lead for my account; the account is in the top20 deals within
the company.
1. Here under my leadership the account went from a red
customer promoter score to green in 1 year, having negative
numbers the previous 4 years.
2. Principal point of contact between customer operations
director and managers inside my company.
• Leader of the Service Management Continual Service
Improvement plan for the account.
1. In order to improve the Customer Promoter Score (CPS) we
implemented a CSI plan to be executed by all the teams
supporting the account, including but not exclusive Intel,
Linux, Network, Dbs, etc. I acted as the liason between the
teams to get a solid improvement in the core ITIL areas, like
Request, Incident, Problem and Change managements, and
present it to the customer
• Owner of the Incident and Change Management processes and
co-owner for the Request and Problem Management processes.
1. Decreased the numbers for aging in incidents and requests
goinf from an average of 100 + days getting an average of
14 days.
2. Decreased the number of high severity incidents in a solid
75%.
3. Created and implement templates to be used in the changes
to cover the basics like impact, risk, steps and verification.
• Responsible to provide the SLA report to be delivered to the
customer executive board.
• On charge to analyse the data and generate the final report in
order to be presented during monthly steering committee
meeting.Lead and engaged the different teams proiding support

2. in order to achieve and provide quality in the support and added
value; always following the ITIL methodology.
• Acted as backup for the Delivery Manager for periods going from
weeks to months.
1. My extra responsabilities were lead different projects,
1. Hardware and software optimization.
2. Implementation of new communication solutions.
3. Manage and assing resources to the different on going
projects.
• Mentor of other Service Managers to implement ITIL best
practices on their own accounts.
1. Acted as consultant to implement CSI in different accounts.
2. Mentor of entry service managers.
2010-2011 Dell Services
Business Sr. Analyst
• Part of the C3 (Customer Care Center) team supporting,
updating and implementing healthcare applications, Cerner, for
the multiple large healthcare accounts.
• Created incident graphics and reports in order to get trends to
address the top offending incident root causes and reduce the
final number of incidents.
• Use of ITIL methodology related with the correct classification of
IMs, RM and PM.
2009-2010 Perot Systems
Management and Administration of Dell monitoring application.
• Team lead of my group and I’m responsible to manage people,
provide qualifications and coordinate the area.
• Project manager, responsible for NOC internal projects. I’m in
the core team in charge of the project to do the transition from
the NOC to the new company, NWN. Including customers’
migration from 5 instances to keep them in just 2, knowledge &
procedures transition.
• Responsible for one of the most critical process for the NOC:
Monitoring policies Management.
• Responsible for Change Management for monitoring policies as
required.
• Respond to requests for any additional maintenance required to
support client accounts, specifically by Request Management.
• Restore monitoring services ASAP, using Incident Management
process and guidelines.
• Problem Management tickets creation for repeatable issues, root
cause analysis, action items creation.
• Process, procedures and technical documentation creation,
review & improvements.

3. 2002-2009 Hewlett Packard
Support Engineer
• Coordination of scheduled patches and upgrades in the indirect
procurement applications. I was part of the planning, execution,
monitoring and control groups.
• I was in touch with development and customer peers to have an
agreement about what is going to be implemented and
coordinate implementation date and procedures.
• I have lead meetings where the customer and the technical side
are involved.
• Part of the CSI team
• Had a function as infrastructure champion for my delivery center,
based in Guadalajara (Coordinating telephone configurations,
mailboxes handle and backups, hardware manage). Act as
project lead for the Disaster Recovery process, investigating
costs, availability and capabilities in order to have the key
engineers working remotely in an emergency situation.
• Three years as level 1 Engineer supporting different applications
based on Business Objects, Brio, web Intelligence. I had a team
lead role.
• Two years as level 2 Engineer supporting different applications
based in UNIX HP-UX, Oracle and ARIBA.
• Implementation of ITSM in my group.
• Performed test tasks in Smartbuy and ESP side by side with
business team related with MTPs and SDRs.
• Metric champion in my group.
• Knowledge Management coordinator.
• Team Lead
• Helped with the SOX and ISO 9000 internal audits from the
technical side for financial applications.
2000–2002 Compusoluciones Company Guadalajara, Jal
Support Engineer
Part of the implementation team for the PC migration project for the HP’s
periferico site, doing the data collection, time lines and PCs assignment to
the end users according with the urgency of the change. This urgency
was determined by me as the IT expert in the area.
 Supporting users from Hewlett Packard Company.
 PC’s and laptops configuration.
 Printers, network cards and general hardware install and configuration.
 Microsoft products (Win95, Win98, WinNT, Win2000…) installation and
configuration.
 Maintenance and basic troubleshooting in Exchange 2000 Server.
1999–2000 Compusoluciones Company Guadalajara, Jal

4. Support Engineer
 Servers administration Windows 2000/NT from BANAMEX SA de CV, in
Guadalajara, Jalisco.
 Hardware and Software maintenance on all Windows 2000/NT servers
from Jalisco state at BANAMEX Company.
Education
Certifications
1994–1998 Guadalajara University Guadalajara, Jal.
• Graduated Computer Science Graduated
• Specialty area: Administrative science computer
ITIL foundations V3
ITIL Continual Service Improvement
ITIL Service Design
ITIL Operational Support and Analysis
Training Risk Management
Organized by: Hewlett Packard Company (ESI International)
Training | 24 Hours | June 2007
Project Leadership, Management and Communications
Organized by: Hewlett Packard (ESI International)
Training | 24 hours | Sept 2007
Problem Management Process
Organized by: Hewlett Packard Company (ESI International)
Training | 2 Hours | February 2006
Project Management Fundamentals
Organized by: Hewlett Packard Company (ESI International)
Training | 24 Hours | Jun 2005
ITIL V3 foundations
Organized by: Hewlett Packard Company
Training | 24 hours | Sept. 2008
Unix 2 Advanced Topics for users.
Organized by: Hewlett Packard Company
Training | 8 Hours | April 2006
Unix 1 User fundamentals
Organized by: Hewlett Packard Company
Training | 8 Hours | April 2006
Putting customers first.
Organized by: Hewlett Packard Company
Training | 2 Hours | November 2005
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