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Work Background
SyniverseProject Manager
May. 2023 - Oct. 2024San Jose, Costa Rica• Planned, initiated, and managed projects from conception to completion, ensuring alignment with organizational goals and stakeholder expectations.
• Developed detailed project plans and schedules, including resource allocation and budgets, to ensure efficient use of assets and adherence to financial constraints.
• Coordinated cross-functional teams, facilitating effective communication between engineering, design, installation, and support services to promote collaboration and streamline project execution.
• Monitored project progress rigorously, identified risks proactively, and implemented effective mitigation strategies to keep projects on track.
• Conducted regular project status meetings and provided updates to stakeholders, reinforcing transparency and accountability throughout the project lifecycle.
• Prepared comprehensive project documentation, including reports and project plans, to capture insights and support decision-making.
Systal Technology SolutionsIT Project Manager/Scrum Master. (Contractor by Hortor Limited).
Oct. 2021 - Jan. 2023United Kingdom• Successfully managed projects focused on hardware infrastructure and software development, ensuring alignment with organizational objectives and timely delivery of results.
• Implemented and utilized agile methodologies, leveraging the Scrum framework as well as Waterfall approaches, to enhance project management efficiency and adaptability.
• Coached team members on phases and processes, fostering a culture of collaboration and continuous improvement within crossfunctional teams.
• Oversaw all aspects of project management from initiation to completion, including planning, resource allocation, estimations, implementation strategies, risk management, and budget control.
• Integrated Kanban p
AT&TIT Project Manager/ Scrum Master. (Contractor by Hortor Limited).
Dec. 2020 - Oct. 2021United StatesWorking hand to hand with IBM for the WPP account.
Responsible for managing the projects assigned for the infrastructure WPP requires to refresh.
•As PM the refresh require planning for new equipment procurement, staging managing and shipping tracking, site visits, technical engineers assignments. and budget control.
•Also it is needed to keep control during testing new equipment and management of devices.
•Also responsible for decommission part which require, site visits, managed decommissioned devices and control of proper use of retired equipment.
•I have to work on multiple administrative task to keep projects and information up to date and ready-whenever is needed by Management team.
•Kanban.
•Agile.
•CMDB management.
•Risk management.
•People management.
•Budget, travel, man hours management.
•Procurement management.
Sykes EnterprisesIT Project Manager/Scrum Master
Nov. 2017 - Jun. 2020Costa Rica• Led operational support projects, including operational acceptance, complex changes, and internal project solutions, ensuring
seamless transitions and effective implementation.
• Defined and allocated resources as well as scheduled project implementations to optimize team efficiency and maintain project
timelines.
• Developed risk mitigation strategies and contingency plans to manage potential challenges and maintain project momentum.
• Planned and scheduled project deliverables, goals, and milestones, aligning tasks to meet project deadlines.
• Coordinated and facilitated weekly status meetings with clients and the implementation team, providing updates, addressing
concerns, and ensuring alignment across stakeholders
DXC TechnologyIT Project Manager
Jun. 2016 - Aug. 2017Heredia, Costa Rica• Created a comprehensive project plan in collaboration with the team, outlining key tasks and timelines.
• Participated with the management team in decision-making regarding the time, cost, and quality of projects.
• Authored the Statement of Work (SOW) to define project scope and deliverables clearly.
• Prepared and submitted Change Requests (CRs) as needed to accommodate project adjustments.
• Held stakeholder meetings to discuss progress on deliverables and explore potential changes to implementation timelines.
• Oversaw the complete implementation of equipment, platforms, and interconnections among each site, ensuring successful project execution.
Hewlett Packard EnterpriseIT Project Manager
Jun. 2015 - Jun. 2016Costa Rica• Led the migration of the existing network infrastructure to a new, updated digital design, enhancing overall efficiency and performance.
• Implemented new servers, routers, switches, and other infrastructure devices to support ongoing site improvements.
• Maintained regular communication with the customer, conducting status checks with sponsors and the project team to ensure alignment and transparency.
• Held meetings with stakeholders to discuss progress on project deliverables, timelines, and potential changes to be implemented, fostering collaborative decision-making.
HPTechnical Support Engineer/ Project Manager
Sep. 2005 - Jun. 2015Costa Rica• Understand and manage criticality/severity of customer’s problems prioritizing calls accordingly.
• Manage customer expectations by creating action plans and involving other HPE resources
• Maintain a fluid communication with customer during the resolution process.
• Fault replication of customer problems when possible.
• Provide robust and timely documentation to enable the management of the support delivery business.
• Collaborate with other RSE's in case resolution.
• Maintain high levels of technical knowledge in products assigned.
• Actively participate in Software Support knowledge strategy by using the knowledge databases, generating and/or reviewing knowledge documents.
• Assist our customers and partners on-site when exceptionally required by the business.
• Participate in on-call rotation.
• Competent and timely response to any customer contact
• Usage of internal knowledge base systems
• Regularly update incident’s (“case”) documentation using the best practices methodology
• High solve rate solution.
• High level of customer satisfaction.
Datagrama Comunicaciones S.AIT Support Technician/ Projects
Mar. 2001 - Aug. 2005San Jose, Costa RicaI started at the company as part of the team responsible for supporting the local network and end-users, managing Active Directory, mail servers, backup servers, and antivirus servers to ensure seamless operations. In 2003, I was promoted to IT Manager, where I took on larger-scale projects that drove our transition from a local IT department to a fully operational datacenter. I was responsible for overseeing critical acquisitions and building infrastructure to support expanded computer networking and outsourcing services for our growing client base. As our datacenter evolved, I led projects to scale up our infrastructure, integrating additional servers and resources to meet the increasing demand for storage, backup, and internet services from external clients. I played a key role in designing and executing projects for system upgrades, customer onboarding, and proactive maintenance to support our expansion. This hands-on experience in scaling a datacenter gave me a deep understanding of managing growth, improving customer service, and ensuring high availability of services. •Supported local network and end-users, managing Active Directory, mail servers, backup servers, and antivirus servers to ensure seamless operations.
•Oversaw critical acquisitions and infrastructure development to support expanded computer networking and outsourcing services for a growing client base.
•Led infrastructure scaling projects to integrate additional servers and resources, meeting increased demand for storage, backup, and internet services from external clients.
•Gained hands-on experience in scaling datacenter operations, focusing on managing growth, improving customer service, and ensuring high service availability.
InCom Technical Support
Mar. 1998 - Jul. 2001Costa RicaAt InCom, a company specializing in IP-based PBX systems, server installations, and comprehensive network infrastructure maintenance, I managed end-to-end implementation of communication networks. My role involved visiting installation sites, reviewing blueprints, and creating detailed plans for setting up communications and infrastructure networks. I coordinated resources to install server operating systems, assembled and mounted servers in racks, and configured IP-PBX systems to meet client specifications. In addition to installation, I provided ongoing maintenance, ensuring all work met or exceeded Service Level Agreement (SLA) standards. This position strengthened my expertise in IP-based communications, server management, and structured cabling, and gave me hands-on experience in maintaining high levels of service reliability and customer satisfaction. •Estimated project delivery timelines based on project complexity and Work Breakdown Structure (WBS).
•Communicated regularly with stakeholders, holding consistent status updates with project sponsors and team members to ensure alignment.
•Led the project design phase, achieving client approval for use as a model across additional online betting sites.
•Coordinated with service providers to manage delivery timelines and oversee the installation of critical software and hardware components.
•Executed comprehensive implementation of equipment and platforms, ensuring seamless integration at both local and global sites in accordance with project requirements.
•Oversaw and finalized project closure, ensuring all deliverables met established standards and client expectations
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