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Work Background
Intel CorporationProduct Owner & Operations Lead
May. 2023Costa Rica• Lead the Operational Excellence Agile Persistent Team (APT) as Product Owner.
• Maximize the value of the work of the Microsoft 365 support Team.
• Drive continuous improvement in Microsoft 365 support process and service delivery.
• Actively engage with the Microsoft 365 support team to collaborate, negotiate and commit to business requirements.
• Control and improve Microsoft 365 support KPIs as top priority.
• Provide clear direction and flexibility when priorities change based on business needs and requirements.
• Effectively capture stakeholder assumptions and translate them into hypothesis driven outcomes.
AmpstekIT Project & Program Manager / an Intel CW
Jul. 2020 - Mar. 2023Costa RicaProgram Manager assigned to Intel's OPSW (Office 365) L3 Technical Team as Incident, Problem and Performance Manager. Responsible for the L3 Technical Support internal operation, in charge of quality and performance results of the Americas level 3 support line for all
Intel worldwide employee base (180k+). IT Escalation manager and main point of contact for the L3 and L5 Office Productivity Service Lines.
• Developed a complete set of reporting and KPI tracking tools and reports.
• Designed and deployed an employee performance evaluation process.
• Team Lead for Costa Rica OPSW L3.
IBMIT Infrastructure Program Manager
Sep. 2013 - Mar. 2020San Jose, Costa RicaProgram Manager for a complex IBM mainframe account (Caterpillar), with over 60 collaborators across 3 different regions (Americas, Europe, and India). Responsible for mainframe upgrade (zOS, DB2, CICS, IMS) and maintenance projects, with a portfolio of over 50 projects concurrently under a hybrid of Agile and Waterfall methodologies. Using Kanban boards and Trello as central communication tools. Drove operations to excellence along-side with the client’s corporate Change Management Board and Executive Team. • Thru a new SW inventory tracking system innovation, the operation was able to optimize value and ensure SLA adherence.
• Designed a new resource management tracking system, optimizing Project Manager allocation and utilization.
• The account’s client reporting system was fully redesigned with a positive impact on client-account communications and tracking. SAP Infrastructure Project Manager: SAP lead project manager for a major brewery in the USA (MillerCoors), the company was transitioning from legacy to SAP. Responsible for the project pipeline, program KPIs and holding a team lead role for both IBM and the client-side project managers. Head of the IBM SAP Basis team acting as the main point of contact within SAP functional teams. • By implementing new burn-down charts for all data center server upgrades and maintenance the SAP rollout timeline was reduced. • Designed a new balanced scorecard which provided with enhanced process tracking and visibility, exposing process improvement opportunities.
GBM as a ServiceTransformation Project Manager
May. 2010 - Aug. 2013Costa RicaCorporate transformation project manager focused on GBM’s strategic plan to revamp operations and functional departments to a SAP R1 suite environment. A complete corporate redesign. The project reported directly to the executive team. The project consisted of the implementation of the complete suite of SAP ERP and CRM products. Assigned as the focal contact between functional teams, in a Product Owner role. • Project estimation and costs were optimized by blending-in the current Waterfall methodology with the SAP Project Management framework into a single hybrid approach which made sense for both parts.
avVenta Worldwide (Now Accenture)Vice President Delivery Operations
Apr. 2007 - May. 2010Costa RicaInitially introduced to the company as a consultant due to their operational challenges, then became Vice President of Operations partnering with key stakeholders throughout their business life cycles, focused on a client-facing role procuring a complete re-design of the SW development process for General Motors account, leveraging skills and practices towards performance and sound execution. • Led the company growth strategy from 60 to 400+ employees in 1 year.
• Implemented site-wide FTE allocation and resource bench management system, enhancing overall billable utilization.
• Formed a fully operational site-wide Software Quality Team embedded within the Scrum framework.
FUJITSU CONSULTING LIMITEDWorkforce Operations Manager
Feb. 2006 - May. 2007Costa RicaNamed for the position while the company was planning to launch operations in the country. Being part of the pioneer team, the contact center started operations with a major Telecom account (BellSouth). Appointed as the Workforce Operations lead. The role was centered around resource management, focused on client-facing operations, developing workforce optimization solutions powerful enough to ignite agent performance, and deliver truly responsive customer care results. • Participated in the design and delivery of the management development methodology called “Management Accelerated Program”.
• Implemented a state-of-the-art workforce operations methodology and provided new scorecards for all client accounts.
Sykes EnterprisesQuality & Standardization Manager
Jan. 2000 - Apr. 2006Costa RicaFocused on two main roles, lead the quality assurance team, and to lead the quality standards implementation across all client accounts and functional / business teams as the site COPC Lead Auditor. Led a service desk team of over 35+ quality analysts and Customer Care processes. Supervise scorecard results for at least 12 client accounts simultaneously, with a direct impact on approximately 1,500 call center employees. • Achieved the design and implementation of an in-house quality standard “SSE (Sykes Standard of Excellence)” which became a corporate benchmark. • Successfully Implemented an internal account Quality certification methodology.
• Implanted Six Sigma components within the quality assurance framework, completely innovating the process framework.
Acer America Corp.Human Resources Staff Coordinator & Operations Specialist
Jul. 1995 - Jul. 2000Costa RicaAcer was the first-ever international call center to launch operations in Costa Rica. As HR Coordinator, focused on hiring and selection and for payroll. As Operations Specialist, focused on process design and optimization. Responsible for training materials development and training delivery coordination. Acted as the Customer Services trainer (onboarding program for new employees). • Implemented an initial functional payroll operation methodology.
• Led the hiring and selection team, hiring more than 200 technical support associates.
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