// IT Service · Knowledge Management · AI
IT Service & Knowledge Management Leader
I turn IT know-how into reliable, measurable service. 20+ years running IT; today, leading knowledge and AI adoption for a 24/7 Service Desk.
$ giovanni --status
roleKnowledge Management Owner @ TCS
operation24/7 Service Desk · 41 agents
kb4,000+ articles · ServiceNow
aiNow Assist · Copilot · human-in-the-loop
stackAzure · SailPoint · Meraki · z/OS
open_toITSM leadership · Service Desk · IT Ops
available to talk
01 / about
I started repairing computers in 2005. For 15 years I coordinated IT for four 3PL warehouses at Grupo SID Logistics, now part of TRAXION, serving clients such as Mars, Colgate, Bridgestone and Michelin. Then I supported the network of a global retailer with carriers in 28+ countries.
Today, at Tata Consultancy Services, I lead the Service Desk knowledge base for the North American plants of the world’s top-selling automaker, and I lead generative AI adoption with human oversight.
ServiceNow, Azure, Microsoft 365 and Copilot, SailPoint, Cisco Meraki SD-WAN, z/OS and WMS–SAP integrations.
24/7 Service Desk, global NOC and network carrier coordination in 28+ countries.
ITIL 4, KCS, knowledge KPIs, maturity models and continuous improvement with Kaizen.
02 / projects
Real projects, told without internal data.
End-to-end tracking in ServiceNow, escalation with aggregators and internet providers, and remote guidance for on-site technicians.
Read the case →As administrator and key user, I coordinated AS2/API interfaces, functional testing, new features and user training.
Read the case →Built PHP and JavaScript intranets to document processes, procedures and vendor contacts.
Read the case →03 / how I work
An article without someone accountable goes stale. There’s no exception to that rule.
What people look for and don’t find tells you what to document next.
Automation speeds up the work. Human judgment protects the user.
04 / testimonials
“Fifteen years of knowing him and working on projects together for the company.”
“A hard-working, honest professional. Highly recommended.”
05 / notes
// let’s talk
I’m looking for leadership roles in IT service management, Service Desk, operations and knowledge management.
giovanni@lopezzavala.com