// career
Every hop, logged.
My career, read as a traceroute: each hop added reach and responsibility. Open any of them for the details.
giovanni@qro:~$ traceroute giovanni.lopezzavala
tracing the route, 4 hops
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- Diagnosed and repaired PCs, laptops, laser and label printers.
- Worked directly with users: my first lesson in what service really means.
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Acquired by TRAXION in 2016. traxion.global
- First point of contact for all IT; analyzed support data to recommend improvements.
- Owned the annual IT budget, vendors, asset inventory and software licensing.
- WMS administrator and key user: SAP interfaces, AS2/API integrations, testing and training.
- Designed and ran Cisco Meraki networks, wireless controllers, VLANs, VPNs and point-to-point links.
- Built KPI dashboards in Power BI and automated reporting.
- Built PHP and JavaScript intranets to document processes: my first knowledge base.
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- Level 2 monitoring and support for a Cisco Meraki SD-WAN network: routers, switches, access points, VoIP, POS and security appliances.
- Configured and commissioned equipment for store openings, hardware refreshes and consolidations.
- Coordinated aggregators and internet providers in 28+ countries and guided on-site technicians.
- Escalation point for store and district managers, seeing every case through to closure.
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- Own the governance, architecture and lifecycle of a 4,000+ article ServiceNow knowledge base for a 24/7 Service Desk.
- Lead generative AI adoption (Now Assist, AI Search) under a human-in-the-loop model.
- Designed the Flag Actions workflow so every article report reaches its owner and closes with evidence.
- Track knowledge KPIs: consumption, reuse, attach rate, FCR, MTTR and CSAT.
- Digitized the Operational Acceptance Process and wrote QA guides for agents.
- Administer ServiceNow integrations and the z/OS mainframe.
What I bring
Leadership & management
- 24/7 Service Desk operations
- Service and knowledge KPIs
- Executive presentations and roadmaps
- Training and change adoption
- Vendors and ISPs in 28+ countries
- Budget, assets and licensing
Service management
- ServiceNow: Knowledge, Incident, OAP
- ITIL 4 and Knowledge-Centered Service
- Knowledge governance and quality
- Feedback workflows
- Continuous improvement with Kaizen
- Technical writing
Technology
- Generative AI: Now Assist, Copilot, AI Search
- Microsoft Azure and Microsoft 365
- Identity and access: SailPoint, MFA
- Cisco Meraki SD-WAN, WLC, VLANs, VPN
- Mainframe z/OS
- WMS–SAP integrations, Power BI
Languages
- Spanish, native
- English, professional, B2 level
Education
Bachelor’s degree in Computer Systems, specialization in Networks and Telecommunications. Universidad Autónoma del Estado de Hidalgo, 2003.
See certifications