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Work Background
PfizerExtended Domain Services Manager
Feb. 2024Escazú, San Jose, Costa RicaTeam Leadership:
Set clear performance goals, provide coaching and feedback, and foster professional development.
Manage team resources effectively, ensuring projects meet deadlines and budget constraints. Strategic Planning:
Develop the long-term IAM roadmap, aligning it with business goals and security objectives.
Evaluate and recommend new IAM technologies to enhance security, user experience, and operational efficiency.
Create and maintain IAM policies and procedures that comply with industry standards and regulations. Operational Excellence:
Oversee the design, implementation, and maintenance of IAM solutions (SSO, MFA, IGA, PAM).
Lead the team in provisioning, deprovisioning, and managing user access controls.
Conduct regular access reviews and audits to ensure adherence to security policies.
Troubleshoot IAM-related issues and lead the team during incident response. Risk Management:
Collaborate with the security team to identify and mitigate IAM-related risks.
Ensure processes are in place to prepare for and respond to potential security breaches. Compliance and Reporting:
Oversee compliance with regulations like HIPAA, PCI DSS, GDPR, etc.
Prepare for internal and external audits.
Define and track KPIs to measure IAM program effectiveness and report metrics to leadership. Collaboration and Communication:
Work closely with IT teams (security, networking, applications) to integrate IAM smoothly.
Communicate IAM program status, successes, and challenges to stakeholders.
Advocate for the importance of IAM within the organization. Additional Responsibilities:
Vulnerability Assessments via Crowdstrike Project for IAM
Threat Management Vulnerability remediation and patching
MicrosoftMicrosoft Azure IaaS Engineer
Jan. 2022 - Dec. 2023San Jose, Costa RicaProvided technical support and guidance to customer teams, resolving Connectivity, Storage, Performance, and Windows Server inquiries.
Managed virtual machine provisioning and configurations, including network, storage, and security settings.
Monitored and optimized Azure VM performance for enhanced efficiency.
Collaborated with cross-functional teams to integrate Azure IaaS solutions with other Azure services, ensuring seamless security and compliance features.
Created and maintained documentation for case troubleshooting and peer reference.
Served as a technical subject matter expert and mentor to new team members.
Kept abreast of industry trends in cloud computing through continuous training and self-study.
KyndrylVMware Administrator
Sep. 2021 - Jan. 2022Heredia, Costa RicaConfigured virtual machines, storage accounts, and resource groups in Azure and VMware environments.
Troubleshot, monitored, and deployed applications on Virtual Machines through remote logins.
Managed Windows 2012/2016 servers, resolving IP issues, and collaborating with support teams.
Utilized PowerShell for efficient script deployment.
Supported development teams with Active Directory and Group Policy administration and configuration.
Assisted with SAP Hana Appliances, configuring virtual appliances.
Monitored cloud environment using SNMP (Science Logic).
Ensured compliance with technical requirements, conducting audits, managing inventory, and performing patching updates.
Achieved technical compliance for 600+ assets.
Automated patching procedures using Ansible.
IBMVMware Cloud Admin / Windows Admin
Jul. 2020 - Aug. 2021Heredia, Costa RicaConfigured virtual machines, storage accounts, and resource groups in Azure and VMware environments.
Troubleshot, monitored, and deployed applications on Virtual Machines through remote logins.
Managed Windows 2012/2016 servers, resolving IP issues, and collaborating with support teams.
Utilized PowerShell for efficient script deployment.
Supported development teams with Active Directory and Group Policy administration and configuration.
Assisted with SAP Hana Appliances, configuring virtual appliances.
Monitored cloud environment using SNMP (Science Logic).
Ensured compliance with technical requirements, conducting audits, managing inventory, and performing patching updates.
Achieved technical compliance for 600+ assets.
Automated patching procedures using Ansible.
Minor, Weir and Willis LtdFresh Produce Technologist for Americas and Caribbean
Feb. 2018 - Jul. 2020Birmingham, England, United KingdomEnsured compliance of plant protection products (pesticides) for crop-specific use in the country, including derogations.
Submitted proposed plant protection product lists for third-party approval by MWW (Audax, Food Experts, Muddy Boots).
Facilitated Sedex registration and third-party ethical audits (Ethical Trade Initiative / SMETA) for suppliers.
Assisted suppliers in registering and organizing third-party audits (GLOBAL G.A.P. + Tesco, SMETA, BRC).
Collaborated with suppliers to address corrective actions from third-party audits.
Kept suppliers informed about legislative changes in source and UK/EU.
Provided training to suppliers on ethical topics and certifications.
Updated the procurement team at MWW on key timing in the calendar and potential adverse weather impacts.
Oversaw production during crucial periods, ensuring adherence to specifications.
Communicated quality issues before product arrival in the UK.
Dealt with quality issues in the UK, including rejections, customer complaints, etc., and investigated root cause analysis, working with the supplier to address the issues.
Organized itineraries for MWW and customer visits, ensuring farms and packing sites were prepared.
Managed the project implementation of tools and technologies to reduce workflow among teams.
Supported crops including Avocado, Mango, Figs, Lychees, Passion Fruit, Physalis, Papaya, Etnics (cassava, eddoes), Mangetout, Sugar Snaps, Sweet Pots.
GSKWindows & ESX Administrator
Oct. 2017 - Dec. 2017Tres RiosProvided expert support and maintenance for Windows Server environments, including versions 2003, 2008, 2012, and 2016.
Managed and administered Active Directory, ensuring proper configuration and smooth user access and permissions.
Created and managed AD user accounts, ensuring security protocols were followed and access was granted appropriately.
Administered Group Policies to enforce security standards and streamline system configurations.
Utilized PowerShell scripting to automate tasks and enhance system efficiency.
Conducted Azure Administration, including setup, configuration, and monitoring of cloud-based services.
Led server deployment using Global Server Support (GSS) practices, ensuring reliable and optimized setups.
Provided comprehensive support and administration for HP Blades and Proliant servers, including iLO Administration.
Managed and supported Virtualized Environments, utilizing VMware products for efficient resource allocation and performance.
Handled Incident and Change Management through ticketing systems like Remedy, adhering to ITIL Framework for swift and effective problem resolution.
Monitored system performance, troubleshooted issues, and implemented proactive measures to ensure optimal server operation.
Collaborated with cross-functional teams to address technical challenges and participated in IT projects as required.
Stayed updated with the latest industry trends and technologies to propose and implement improvements in the system infrastructure.
Maintained documentation, including system configurations, procedures, and troubleshooting guides, to ensure knowledge sharing and operational efficiency.
Sungard Availability ServicesSystems Enginer Level 2
Sep. 2016 - Sep. 2017Heredia, Costa Rica• Provided expert support for Windows Server environments, including versions 2003, 2008, 2012, and 2016.
• Managed and administered Active Directory, ensuring smooth configuration and user access.
• Created and managed AD user accounts, handling user administration efficiently.
• Administered Group Policies to enforce security standards and optimize system configurations.
• Supported and administered HP Blades and Proliant servers, including iLO Administration.
• Provided support and administration for Dell Servers, managing iDRAC Administration.
• Supported and managed Cisco UCS systems, including CIMC Administration.
• Administered and supported Virtualized Environments, utilizing OracleVM and VMware Products.
• Provided support for Cloud Environments in VMware.
• Assisted in the support of SAP Hana Appliances, configuring both physical and virtual appliances.
• Supported various Storage Appliances from Netapp, EMC, Netbackup, and TSM.
• Utilized SNMP-based monitoring tools (e.g., Zenoss, CA SystemEdge, netsnmp) to monitor system health and performance.
• Managed Incident Management through ticketing systems like ServiceNow, following the ITIL Framework for efficient problem resolution.
Hewlett Packard EnterpriseAvaya Support Engineer Tier 2
Jul. 2015 - Aug. 2016Heredia, Heredia, Costa Rica• Provided Tier 2 Support for Avaya UC (Unified Communications) Products, ensuring efficient resolution of complex technical issues.
• Conducted thorough network connectivity troubleshooting and diagnosis, identifying and resolving telephony-related problems.
• Demonstrated expertise in managing Linux and VMWare environments, optimizing system performance for Avaya solutions.
• Supported and configured IP Networking Protocols such as RIP, BGP, OSPF, and EIGRP, ensuring seamless communication within the IP telephony infrastructure.
• Assisted in the support of Internet network technologies, including DNS, Firewall, SSH, and HTTP, to maintain secure and reliable communications.
• Proficiently handled routers and router administration, managing Avaya systems' connectivity and ensuring smooth data flow.
• Provided extensive support for LAN and WAN switching components, including LAN switches and Access Nodes, to maintain network integrity and performance.
ConvergysNetapp Storage Engineer
Sep. 2011 - Jun. 2012Heredia, Costa Rica• Specialized as a SnapDrive for Unix / SnapDrive for Windows Subject Matter Expert (SME) at Engineer Level 1, providing advanced support and troubleshooting assistance.
• Offered comprehensive support for storage equipment in both Windows and Unix environments, ensuring seamless data storage and retrieval.
• Demonstrated expertise in handling various protocols such as NFS, CIFS, FCP, and SAN, ensuring efficient data communication and access.
• Provided expert support for Data ONTAP, SnapDrive for Exchange, MS SQL, and Oracle databases running on NetApp Storage Equipment, optimizing their performance and reliability.
• Proficiently managed clustering and HA configurations, ensuring high availability and fault tolerance of the storage systems.
• Supported virtualization software, including VMWare and Microsoft Hyper-V, to enable efficient storage management in virtualized environments.
• Configured storage controller failover and giveback, ensuring continuous and smooth operations during failover events.
• Maintained and supported FAS Storage Appliances, ensuring their optimal functionality and performance.
PlumChoiceLevel 2 Engineer
Jan. 2011 - Sep. 2011San Pedro, Montes de OcaTech Support
AmazonKindle Level 2 Engineer
Oct. 2010 - Dec. 2010Heredia, Costa RicaProvided exceptional technical support to Kindle customers, addressing inquiries and resolving issues related to Kindle devices and services.
Diagnosed and troubleshooted complex technical problems with Kindle devices, including hardware, software, and connectivity issues.
Collaborated with customers via phone, email, or chat, guiding them through troubleshooting steps and ensuring a positive support experience.
Utilized remote support tools to access and diagnose customers' Kindle devices, facilitating efficient issue resolution.
Escalated unresolved technical issues to appropriate internal teams and followed up until satisfactory resolution was achieved for the customer.
Stayed up-to-date with the latest Kindle products, features, and software updates to provide accurate and relevant support to customers.
Assisted customers in setting up and configuring their Kindle devices, including account registration, Wi-Fi setup, and content synchronization.
Provided guidance on optimizing Kindle experience and accessing digital content effectively.
Documented all customer interactions, troubleshooting steps, solutions provided, and device replacements or refunds in the support ticketing system.
Collaborated with cross-functional teams to identify and report trends in customer inquiries, contributing to continuous improvement of Kindle products and services.
Participated in training sessions to enhance technical knowledge and customer service skills.
AlienwareAlienware Support
Feb. 2008 - Sep. 2010Heredia, Costa RicaProvided exceptional technical support to customers with Alienware computers, ensuring prompt resolution of hardware and software issues.
Diagnosed and troubleshooted complex technical problems related to Alienware computers, including gaming performance, system crashes, and hardware malfunctions.
Collaborated with customers remotely via phone, email, or chat to guide them through troubleshooting steps and effectively resolve their concerns.
Utilized remote support tools to access and troubleshoot customers' Alienware systems, ensuring quick and efficient issue resolution.
Escalated unresolved technical issues to the appropriate internal teams and followed up until the problem was resolved to the customer's satisfaction.
Stayed up-to-date with the latest Alienware products, technologies, and software updates to provide accurate and relevant support to customers.
Assisted customers in setting up and configuring new Alienware systems, ensuring a smooth and optimized user experience.
Provided guidance and recommendations to customers on hardware upgrades, system optimization, and gaming performance enhancements.
Documented all customer interactions, including troubleshooting steps, solutions provided, and any hardware or software replacements, in the support ticketing system.
Collaborated with the Alienware product development team to identify recurring issues and suggested improvements to enhance product quality and customer satisfaction.
Participated in training sessions to enhance technical knowledge and customer service skills, ensuring continuous improvement in support capabilities.
Proactively engaged with customers to gather feedback, identified trends, and addressed potential issues before they became widespread problems.
Contributed to the development of support documentation, knowledge base articles, and FAQs to empower customers to resolve common issues independently.
ZOEPAC - POST HARVEST SOLUTIONS LTDRegional Manager / Program Manager
Jul. 2007 - Feb. 2015• Identified and pursued new business opportunities with prospective customers in Mexico, Guatemala, Honduras, Costa Rica, Colombia, Ecuador, and the Caribbean, conducting product trials on Banana, Melon, Pineapple, and other crops.
• Acted as a liaison between clients' executive management, research teams, and our sales, marketing, and management teams.
• Managed and coordinated Marketing affairs for the company in Produce Fairs in the region and overseas, representing the company at events such as PMA in the US, Mexico, and Fruit Logistica in Berlin, Germany.
• Successfully managed projects that generated annual sales ranging from 1 Million USD +
• Spearheaded the development of a new product line for pineapple ranging from 5 million USD + sales
• Planned and prepared presentations for customers and executive teams overseas, effectively showcasing the company's offerings and value propositions.
• Established and maintained strong customer relationships, ensuring customer satisfaction and fostering long-term partnerships.
• Effectively communicated new product developments to prospective clients, highlighting the benefits and advantages.
• Administered accounts and prepared detailed reports on sales performance and market insights.
• Provided valuable market feedback to management, including the R&D team, Global Commercial Director, and CEO, to inform strategic decisions and drive continuous improvement.
Hewlett-PackardCall Routing
Aug. 2005 - Sep. 2007Customer Service
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