Fernando Araya Carvajal

Drove end-to-end service delivery for business units and clients and developed a new model to transition project managers to a revenue center for increased profitability and efficiency.

My role involved managing Windows Server support within Agile and Scrum@Scale, significantly improving team productivity and project delivery times. I instituted the "infrastructure tribe leader" role, eliminating unexpected impacts on infrastructure changes and ensuring seamless operations. I also facilitated cross-team technical and administrative incident management, leading to faster resolution times and improved client satisfaction.

Additionally, I achieved 100% completion and approval of team SOWs and SOPs within expected timeframes during a critical transition from a per-head to a service model. I crafted detailed SOWs for all managed groups, defining roles and client expectations and increasing clarity and performance. I also created SOPs for three teams, establishing consistent operational procedures and enhancing overall efficiency.

Led the successful migration of 100,000+ mailboxes—including user, resource, and shared mailboxes—and 20,000+ distribution lists from one company's Microsoft 365 tenant to another, serving as an IT manager and messaging engineer. This large-scale project demanded meticulous planning, coordination, and execution to ensure seamless continuity of service and minimal disruption to end users.

In addition to this tenant-to-tenant migration, I spearheaded the migration of 120,000+ mailboxes from our on-premises Exchange system to Exchange Online within six months. This endeavor required migrating mailboxes with substantial data volumes, with some exceeding 100 gigabytes of active storage and 50 gigabytes of archived information per mailbox.

Throughout these migrations, I maintained daily operations of Exchange servers, overseeing incident and problem management for the messaging team. My role included addressing and resolving technical issues, optimizing performance, and ensuring robust security protocols were in place. My leadership and expertise were instrumental in achieving a smooth transition and upholding the highest service delivery standards.

Led end-to-end service delivery for business units and clients, enhancing team performance and achieving key performance metrics.
• Developed a new model transitioning project managers to a revenue center, increasing project profitability and efficiency.
• Managed Windows Server Support within Agile and Scrum@Scale frameworks, significantly improving project delivery times and team productivity.
• Instituted the Infrastructure Tribe Leader role, eliminating unexpected impacts on infrastructure changes and ensuring seamless operations.
• Facilitated cross-team technical and administrative incident management, leading to faster resolution times and improved client satisfaction.
• Achieved 100% completion and approval of team SOWs and SOPs within expected timeframes during a critical transition from a per-head to a service model.
• Crafted detailed SOWs for all managed groups, clarifying roles and client expectations, leading to increased clarity and performance.
• Created SOPs for three teams, establishing consistent operational procedures and enhancing overall efficiency.