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Work Background
WhizmoChief Informational Officer and Company Operations Officer
May. 2022Costa RicaChief Information Officer (CIO) and Chief Operations Officer (COO) instrumental in launching and scaling a fintech digital banking platform from inception to full operational readiness. Spearheaded the platform’s implementation strategy, successfully integrating global providers such as Binance, Visa, Mastercard, and Western Union. Directed all IT departments, aligning operations with business objectives and ensuring the delivery of high-quality, scalable solutions. Built and led a cross-functional team of 30 experts while establishing strategic partnerships with local and regional banks in Costa Rica, Nicaragua, and Panama. Developed and optimized operational infrastructure, including call centers, data centers, and secure integrations with Banco Central de Costa Rica’s SINPE system. Secured funding, achieved regulatory compliance, and launched the platform in a controlled release phase, refining user experience and driving strong market adoption. Delivered strategic roadmaps for regional growth and tailored the platform for Central American markets, ensuring seamless integration with local systems.
SoftwareONEGlobal Quality Assurance Operations Lead
Nov. 2021 - Apr. 2022Costa RicaLed the acquisition, selection, and customization of a new Project Management system, ensuring global implementation across America, Europe, and Asia aligned with operational requirements and team feedback. Successfully managed the worldwide migration of ServiceNow Project Management systems with zero critical issues, significantly enhancing operational efficiency and client satisfaction. Developed a comprehensive Quality Framework that improved project success rates, introduced innovative reporting techniques and KPIs for better decision-making, and designed an educational framework for the PMO community to promote best practices and effective tool usage. Fostered continuous improvement initiatives, enhancing team productivity and advancing modern project management practices globally.
SoftwareONEGlobal SSM Governance and Performance Lead
Aug. 2020 - Nov. 2021Costa RicaLed the establishment and enforcement of a robust Quality Governance Structure, ensuring high standards across global projects and services while developing KPIs, actionable reports, and dashboards to enhance operational excellence. Managed a global team to foster collaboration, improve functional areas, and implement efficient change control processes. Provided expert guidance on governance and project management, producing thought leadership content such as blogs, whitepapers, and community resources to strengthen service management practices. Promoted continuous improvement through proactive quality assessments and innovation, driving measurable improvements in project success rates and service delivery.
SoftwareONEGlobal Project Delivery Manager Cloud Services Azure/AWS
Apr. 2020 - Aug. 2020Costa RicaManaged global teams and programs to optimize resource allocation and improve operational efficiency, directing Global PMO processes by aligning templates and frameworks to practical working environments and managing leadership project pipelines for successful outcomes. As a Professional Services Delivery Lead, oversaw global customer engagements, securing deals exceeding $500K USD, and established a global communications SharePoint to enhance collaboration across regions. Implemented mentorship programs to support professional development while managing complex engagements and structured learning programs, fostering knowledge sharing and driving operational excellence through strategic global initiatives.
Akamai TechnologiesTechnical Project Manager II
Aug. 2018 - Apr. 2020Costa RicaSpecialist in Akamai CDN Network solutions with expertise in release control, enablement, escalation management, and integrations with Azure and AWS environments. Managed Customer Integration Projects, building cross-functional teams to deliver positive ROI and high customer satisfaction. Played a key role in the win-back program, securing Professional Services deals exceeding $50K and enhancing customer loyalty. Led the adoption of Agile project management methodologies across business units and customer projects, providing end-to-end ownership of the customer lifecycle from onboarding to post-implementation support. Collaborated with Engagement Managers, Solutions Engineering, and Product Development to resolve issues, identify new product features, and drive sales opportunities while enhancing team scalability and fostering continuous improvement.
Micro FocusSenior Global Project Manager
Sep. 2017 - Aug. 2018Costa RicaSpecialized in integrating acquired companies into Micro Focus/HPE/HP, aligning tools, processes, and teams to ensure seamless operational continuity. Spearheaded the development of a Support/R&D Escalation Model, achieving an industry-leading escalation rate of < 0.4%, and led Customer Get Well Projects that delivered positive ROI and enhanced customer satisfaction. As a subject matter expert in Telephony and Chat technologies and Product Support Lifecycle Management, designed global training programs and achieved ISO 9001 and 27001 certifications across multiple regions while identifying $1.75M in cost savings through telephony infrastructure optimization. Successfully migrated 500+ users and 30,000+ customers to HPE Service Manager, modernizing systems and driving business growth. Collaborated with COO and VP-level project sponsors to deliver strategic internal projects, engagement programs, and communication strategies aligned with organizational goals.
Hewlett Packard EnterpriseSenior Global Project Manager
Nov. 2014 - Sep. 2017Costa RicaMy role is part of the Support Business Operations Group (Support Delivery PMO office), this group of people is diverse and have people from all over the world, it have lots of experienced & talented people who have been doing their respective work in the market for about 20-30 years. The HP Company have been part of a transformation journey when it split into HP Inc./HP Enterprise, after this split HPE split again to HPE/DXE and then it split their software division again to HPE/Micro Focus. Since my team was the PMO office of the Heritage HPE Software Support division we got in charge of all the migrations and changes required to allow both companies to split/merge into the new Micro Focus, also we were the team in charge of making sure that Business were not impacted due the spin mergers that happened during this journey. As part of these Portfolios I handled several projects, the following projects 2 of the projects done:
• Alignment of an acquired Company o Description: Migrate all the Support Delivery organization of the legacy acquired group to the selected CMS tool, phones and processes. o Results:
- Decommission of old servers and non-supported systems.
- FY17 Budget cost savings of $960000
- Movement of all users +200 and customers +14000 to the new CMS system (HPE Service Manager)
- Alignment of Support Delivery, licensing and sales renewal to the rest of the company • Telephony implementation for new company o Description: Build a team and solution for the telephony of the company in order to merge with Micro Focus, this include the setup of new phones agent and telephony model o Results: - FY17 Budget cost savings of $1.5M and FY18 Budget cost savings of $200K - 244 Phone numbers (in 111 Countries) to 13 Phone numbers (Language Specific worldwide) - Change of existing phone agents to newly created team - Trained agents and staff on new processes
Hewlett Packard EnterpriseTechnical Support Engineer
Aug. 2009 - Nov. 2014Costa RicaManaged HP’s top 7 accounts, delivering exceptional support experiences by aligning business and technical solutions while successfully handling critical escalations to drive revenue growth, profitability, and account retention. Partnered with engineering teams to develop tailored Customer Get Well Plans, fostering long-term relationships and supporting product development. As a Technical SME on ALM products (Quality Center, Quick Test Professional, Load Runner, and Performance Center), mentored cross-functional teams on integrations and solutions. Designed and implemented a virtual lab environment for incremental testing, standardized support processes, and provided technical support for 1,500+ devices, ensuring secure operations for classified labs and enhancing customer satisfaction through proactive problem-solving
HPMission Critical Specialist
Jul. 2007 - Aug. 2009Costa RicaPlayed a pivotal role in process optimization and team management by aligning departmental operations with Green Belt practices to enhance efficiency and performance. Spearheaded the setup and customization of Executive Information System software, providing actionable insights for executive decision-making. Specialized in automation and tool implementation to drive innovation and operational improvements. Directed a team of 25 members, implementing structured improvement plans that enhanced skills, tracked progress, and delivered measurable results, while streamlining processes to achieve organizational objectives and improve team performance.
Banco Nacional de Costa RicaCashier Customer Service
Jun. 2005 - Jun. 2007Costa RicaGained foundational experience in customer service, learning to meet the high expectations of large enterprise companies while excelling in a high-pressure environment. Developed essential skills in understanding banking proceses, compliance, physical security, customer needs, managing expectations, and delivering quality support, laying the groundwork for future success in customer-focused and banking roles.
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