Years of experience: 29
Chat SupportCustomer Success ManagerComplaint Resolution SpecialistData Entry SpecialistHead HunterSupport Specialist
Trust Score
Exceptionally trusted; proven professional excellence.
Mauricio's Career Path
May. 2023 -Present
Intel CorporationProduct Owner & Operations Lead
Costa 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 ...
Jul. 2020 -Mar. 2023
AmpstekIT Project & Program Manager / an Intel CW
Costa 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 S...
Sep. 2013 -Mar. 2020
IBMIT Infrastructure Program Manager
San 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 to...