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Work Background
GranicusSalesforce Systems Analyst
Feb. 2024Service Cloud product owner
Prime Video & Amazon StudiosSr. Tech Product Manager
Nov. 2021 - Feb. 2024Costa Rica• Spearheaded the development and management of innovative solutions, leading a team of skilled engineers. My responsibilities encompassed owning the product roadmap, overseeing the entire development lifecycle, and implementing effective support processes to ensure the success and sustainability of the products.
• As the Global Product Manager for the Prime Video Salesforce instance, I was responsible for guiding the product's evolution, including its technical dimensions. My role involved making strategic decisions to enhance the technical capabilities and overall performance of the Prime Video Salesforce platform.
• Enhanced Prime Video Marketing workflows by conducting discovery, gap analysis, and solutioning, thereby driving global process improvement and automation initiatives.
FoundeverDirector, Tech Programs and Operations
Nov. 2018 - Oct. 2021Costa Rica1. Strategic Leadership and Team Management: Overseeing more than 1500 engineers distributed across various support organizations. This includes developing growth strategies, and managing team dynamics to ensure high performance and efficiency.
2. Client Relationship Management: Acted as the primary point of contact for key clients, ensuring their needs were met. This included regular communication, understanding their evolving needs, and adjusting support strategies accordingly.
3. Quality Assurance and Standards Compliance: Ensured that all technical support services meet the high standards expected by clients. Led third party program certification for Cisco’s JD Power and TSIA certification for 7 years in a row. 4. Resource Allocation and Budget Management: Efficiently managing resources and budgets across multiple support teams and projects. This includes making decisions on workforce allocation, training needs, and technology investments to maximize efficiency and effectiveness.
5. Training and Development: Led Technical Academy with 800+ students and Implemented several training programs including Cisco’s, CompTIA, MS Azure, Salesforce and others
SYKESSenior Tech Program Manager & Technical Development
Jan. 2017 - Oct. 2018Global ParkResponsible for operational and financial performance of the Cisco Technical Assistance Center operation with +400 support engineers. Responsible for the Sykes Technical Academy and Technical Development department.
Fundación Omar DengoAcademy Instructor
Jan. 2016 - Oct. 2021San Jose, Costa Rica
SYKESTechnical Account Manager
Dec. 2013 - Dec. 2016Global ParkManage technical services delivery Center for US/CAN. Responsible for operations and financial performance management, business development and client management. Enabled 10% growth and supported expansion of new business in LATAM region.
CiscoManager Technical Support
Mar. 2008 - Dec. 2013Costa RicaManaged technical support delivery group for different core networking technologies.
CiscoTech Team Lead - Content Networking
Mar. 2007 - Mar. 2008Act as escalation point for Content Networking team within Cisco TAC.
Provide new hire training for Content Networking technologies.
Asses technical proficiency and provide remedial training.
CiscoCisco Technical Support Engineer
Mar. 2006 - Feb. 2007
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