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I am an Experienced Agility Consultant who will make your team way more efficient.
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Work Background
PayzerPMO Director
Sep. 2022Costa Rica
Accenture SongPMO Director
Nov. 2020 - Sep. 2022
IBMInformation Technology Project Manager
Jun. 2020 - Nov. 2020Costa Rica
San Benedicto S.A.Owner - Board Member
Jan. 2014Curridabat, San José, Costa Rica• Lead a team of 85+ people and manage overall company Operations and KPI’s. • Project Manage Business Process, Digital Transformation and Continuous Improvement using Agile and Six Sigma Methodologies. • Successful implementation of Skill Based and Active Learning Methodologies, STEAMED and Innovation Programs. • Responsible for Compliance with local and national government agencies. • Board Member for the Costa Rican Private School Association (ACEP).
Intel CorporationCTI Application Developer - Technical Lead
Aug. 2009 - Jun. 2014Costa Rica• Scrum Based Application Development and 3rd Level Support for End User Contact Management Applications, Solutions and Architecture for IT Service Delivery Management. • Deep working knowledge of ITIL Incident, Problem, Change and Release Management Processes. • Strong knowledge of Multisite, Multichannel Genesys, Windows Server and SQL Server Based Contact Center CT Integration Solutions with Cisco Call Manager and Avaya Telecom Infrastructure. • Played key Project Management Roles in global scale IT Deployments partnering with globally distributed, Vendors, Stakeholders and Team Members.
Intel CorporationSupply Chain Service Desk Team Lead
Dec. 2006 - Aug. 2009Costa Rica• Manage daily Operations and Technical Leadership for the SAP Logistics, Materials and R2S Incident and Problem Management Support Teams. • Responsible for enforcing Organizational KPIs such as Resolution Rate, SLA compliance as well as the implementation of L1.5 Support to shorten Time to Resolution for Business and Mission Critical Applications. • Responsible for Management of New Business Landing process and Training for globally distributed support teams.
Hewlett Packard EnterpriseHigh Profile Escalation Manager
Oct. 2005 - Dec. 2006• Management of High Profile Customer Issues (Enterprise, Public Sector), coming from Account Managers, Product Managers and other Escalation Resources for the US Northeast Geographical Segment. • Responsible for determination of root causes for process breakdowns and identifying improvement opportunities on any service related process. • Member of the ISO 9001:2000 Certification Team. Responsible for reviewing process documentation to ensure continuous quality improvement and ISO audit compliance.
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