Melina Aguirre
Resumen profesional
Business and technology professional with more than 6 years of experience at Accenture, specializing in operational continuity, critical incident management, ServiceNow, process optimization, and data analysis. Experienced in leading teams, managing regional stakeholders, and translating business needs into efficient technology solutions. Strong focus on continuous improvement, automation, and value delivery.
Datos destacados
1
1
Certification
5
5
years of post-secondary education
12
12
years of professional experience
Experiencia
Business & Tech Innovation Sr. Analyst
Accenture
2023.01 - 2026.07
- Manage technology projects and coordinate critical incidents with global teams.
- Administer, configure, and continuously improve ServiceNow processes.
- Analyze operational data, create executive reports, and optimize processes.
- Manage stakeholders and communicate with executive-level audiences.
- Support audits, financial controls, and operational improvement initiatives.
- Collaborate with ServiceNow Team to design, develop, and maintain ServiceNow integrations with internal and external OT systems
- Build and manage integrations.
- Collaborate with cross-functional teams to: gather integration requirements define data flows and interfaces
- Ensure data quality, consistency, and reliability across integrated systems
- Monitor, troubleshoot, and resolve integration issues and failures
- Support automation of workflows and business processes through integrations
- Create and maintain technical documentation for integrations
Data Center Analyst Lead
Accenture
2021.01 - 2023.01
- Led high-performing IT support teams of 30+ engineers in a 24/7/365 environment, optimizing resource allocation, cross-regional collaboration, and shifting operations toward follow-the-sun models.
- Overhauled incident, problem, and change management tracking by integrating ServiceNow ITSM data with advanced Power BI dashboards.
- Championed Continuous Service Improvement (CSI) initiatives, leveraging ServiceNow automation workflows, Catalog Items, and Virtual Agent to reduce overall ticket volume by 10%.
- Fostered a culture of continuous learning by implementing tailored coaching frameworks and ITIL/ServiceNow upskilling pathways, boosting team retention and driving team autonomy.
- Directed Major Incident Management (MIM) operations, utilizing ServiceNow to streamline stakeholder communication, orchestrate bridge calls, and minimize business disruption during critical P1/P2 outages.
- Spearheaded the optimization of the ServiceNow Service Portal.
- Managed end-to-end SLA/OLA governance and management reporting, identifying performance bottlenecks through data-driven insights to proactively address recurring infrastructure and software issues.
- Architected Knowledge Management practices within ServiceNow, leading to increase in first-contact resolution (FCR) rates by empowering both agents and end-users with robust KB articles.
- Facilitated cross-functional collaboration between global operations, DevOps, and client-side leadership, ensuring seamless service transitions (ST) and alignment with corporate strategic goals.
- Enforced strict adherence to ITIL v4 frameworks and Accenture security standards, ensuring all support workflows, access controls, and auditing parameters complied with global policies.
- Optimized IT Help Center capacity planning by analyzing historical ServiceNow workload trends, reducing operational overhead while maintaining high service availability.
- Led ServiceNow platform improvement projects in partnership with developers, testing and deploying custom configurations to align the tool with evolving service desk workflows.
- Managed critical vendor and third-party partner SLAs, ensuring external escalations were resolved efficiently according to contracted operational agreements.
IT Customer Service Associate
Accenture
2020.01 - 2021.01
- Provisioned and managed end-to-end SAP access governance across all core modules, ensuring compliant user provisioning and alignment with security policies.
- Respond to technical support requests via phone, email, chat, and ticketing systems
- Troubleshoot basic hardware, software, and network issues
- Document support requests and resolutions accurately
- Assist users with password resets and account access
- Install and configure approved software applications
- Escalate complex technical issues to senior IT staff
- Maintain support documentation and knowledge base articles
- Assist with employee onboarding and device setup
- Monitor support tickets and ensure timely resolution
- Coordinate with internal departments to resolve technical issues
- Support technology improvement initiatives
- Perform additional administrative and technical support tasks as needed
General Manager / Ecommerce Manager
Eletro ddp
2015.01 - 2019.01
- Managed end-to-end e-commerce, digital marketing, and business operations.
- Administered digital channels including Tienda Nube, Google Analytics, Google Ads, and Mercado Libre.
- Conducted commercial analysis, budget tracking, and user experience improvement initiatives.
Formación
Systems Analyst -
Instituto Tecnológico Beltrán
2019.01 - 2022.01
Full Stack Development - undefined
Coderhouse
2022.01 - 2023.01
Digital Marketing Analysis, SEO, SEM, and Analytics - undefined
EducaciónIT
2018.01 - 2019.01
SAP ABAP Programmer - undefined
Accenture Academy
Generative AI and Agentic AI training - undefined
Enfatiza tus habilidades clave
- ServiceNow
- ITSM
- Incident Management
- Project Management
- Power BI
- Advanced Excel
- Advanced Word
- Advanced PowerPoint
- Advanced Avaya
- M365 Copilot
- SAP
- SQL
- Cloud Fundamentals
- Data Analytics
- ITIL Processes
- Claude
- Ametyst
- Payton
- HTML
- TeamViewer
Diplomas
- AWS Partner: Generative AI Essentials, Training Badge
- Claude 101, Certificate of Completion
- Reinvention with Agentic AI
Idiomas
Spanish
Experto
English
Avanzado
Cronología
Business & Tech Innovation Sr. Analyst
Accenture
2023.01 - 2026.07
Full Stack Development - undefined
Coderhouse
2022.01 - 2023.01
Data Center Analyst Lead
Accenture
2021.01 - 2023.01
IT Customer Service Associate
Accenture
2020.01 - 2021.01
Systems Analyst -
Instituto Tecnológico Beltrán
2019.01 - 2022.01
Digital Marketing Analysis, SEO, SEM, and Analytics - undefined
EducaciónIT
2018.01 - 2019.01
General Manager / Ecommerce Manager
Eletro ddp
2015.01 - 2019.01
Generative AI and Agentic AI training - undefined
SAP ABAP Programmer - undefined
Accenture Academy