Summary
Overview
Work History
Education
Skills
Languages
Timeline
Minerva Figueroa

Minerva Figueroa

Las Piedras

Summary

Dynamic IT Service Delivery Director with a proven track record at Johnson & Johnson, excelling in cross-functional coordination and incident management. Spearheaded strategic technology upgrades, enhancing operational efficiency and customer satisfaction. Adept at team leadership and problem-solving, driving successful project outcomes while ensuring compliance with safety protocols and service level agreements.

Overview

46
46
years of professional experience

Work History

IT Service Delivery Director

Johnson & Johnson Shared Services
03.2020 - 10.2024
  • Directly interacted with Technology Product Line engineers and business partners in the delivery of IT infrastructure and manufacturing application (standard and local)
  • Worked with source vendor in the administration of end user services and collaboration tools.
  • Coordinated consistent on-time deliveries of corporate simple and complex projects.
  • Developed, reviewed and maintained quarterly service performance metrics with IT and business partners.
  • Collaborate with global IT teams in IT infrastructure by implementing strategic technology upgrades and streamlining system processes.
  • Developed book of business to tracking financial spending and operational metrics.
  • Facilitated cybersecurity measures to protect sensitive company data and maintain compliance with industry standards.
  • Managed a team of IT professionals, providing mentorship and guidance to boost productivity and ensure project success.
  • People management related to annual performance, compensation, hiring and development.
  • Collaborated with cross-functional teams to provide optimal technology support for various departments within the company.

IT Senior Manager - Service Delivery Leader

Johnson & Johnson Services
05.2000 - 03.2020
  • Managed vendor relationships to negotiate contracts, secure cost-effective services, and maintain high-quality support for the organization.
  • Conducted meticulous risk assessments to identify potential vulnerabilities in existing systems architecture before addressing them proactively.
  • Oversaw hardware and software procurement, ensuring the acquisition of reliable technologies that met organizational needs.
  • Optimized network performance by conducting thorough assessments and implementing necessary improvements.
  • Collaborated with executive leadership to align departmental goals with overall strategic objectives, maximizing ROI on technology investments.
  • Boosted customer satisfaction by overseeing responsive IT help desk operations and timely issue resolution.
  • Led a team of IT professionals in the successful execution of major projects, resulting in improved business operations.
  • Coordinated IT operations activities to deliver smooth flow of daily business needs.
  • Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
  • Oversaw IT department operations and training.
  • Understood key product management roadmap objectives and requirements to develop product technology strategy.
  • Managed life cycle replacement of hardware and software.
  • Liaised with other departments to minimize network interruptions and possible downtimes.
  • Improved team performance by providing coaching, feedback, and setting clear expectations for service delivery goals.
  • Collaborated with cross-functional teams to ensure timely completion of projects and customer satisfaction.
  • Managed client escalations effectively, resulting in quicker resolution times and improved customer satisfaction ratings.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Evaluated staff performance and provided coaching to address inefficiencies.

IT Technical Operations Lead/Production Planner

Johnson & Johnson Services
03.1979 - 05.2000
  • Stayed informed about industry trends and emerging technologies in order to recommend appropriate tools or processes that could help drive the organization towards its strategic goals.
  • Improved IT infrastructure by implementing efficient technical operations strategies and streamlining processes.
  • Reduced downtime with thorough risk assessment, proactive planning, and systematic contingency measures.
  • Supported business continuity planning initiatives by developing comprehensive disaster recovery strategies aimed at minimizing downtime and ensuring a rapid return to normal operations in case of unforeseen events.
  • Implemented effective change management processes to facilitate seamless integration of new technologies into existing systems.
  • Delivered timely resolutions to end-users'' technical issues by coordinating support efforts with internal teams and external vendors as needed.
  • Managed vendor relationships for procurement of hardware, software, and services, ensuring cost-effective solutions without compromising on quality.
  • Provided basic end-user troubleshooting and desktop support.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Trained and supported end-users with software, hardware, and network standards and use processes.
  • Analyzed user requirements and developed solutions to meet needs.
  • Managed program errors with analytical approach focused on troubleshooting, diagnosing and resolving each problem.
  • Planned and established production schedules and optimized control levels for diversified manufacturing operations.
  • Coordinated material procurement efforts, ensuring on-time availability of components for uninterrupted production cycles.
  • Worked directly with production personnel to resolve production scheduling issues and conflicts.
  • Developed production schedules according to deadlines for existing orders and sales forecasting.
  • Managed supplier relationships to ensure timely delivery of high-quality materials.
  • Implemented just-in-time inventory system, reducing storage costs and minimizing excess inventory.
  • Forecasted production schedules and adjusted plans to accommodate changes in demand.
  • Collaborated with cross-functional teams to align production plans with customer requirements.

Education

BBA -

Turabo University , Caguas
06-1992

Skills

  • Safety protocols and procedures
  • Customer focus
  • Business analysisl
  • Application support
  • Incident management
  • Software development lifecycle
  • Service level agreements
  • Teamwork
  • Cross-functional coordination
  • Customer service
  • Problem-solving
  • Time management
  • Problem-solving abilities
  • Reliability
  • Team leadership
  • Decision-making
  • Interpersonal skills
  • Customer relationship management
  • Professionalism

Languages

English
Advanced (C1)
Spanish
Advanced (C1)

Timeline

IT Service Delivery Director - Johnson & Johnson Shared Services
03.2020 - 10.2024
IT Senior Manager - Service Delivery Leader - Johnson & Johnson Services
05.2000 - 03.2020
IT Technical Operations Lead/Production Planner - Johnson & Johnson Services
03.1979 - 05.2000
Turabo University - BBA,

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Minerva Figueroa