Experience

  • Rapid Response Team Lead

    at Hewlet Packard Enterprise

    August 2015 - at Present

    Provincia de Heredia

    • Crisis Management, P1 and P2 incidents, involving all technologies supported. • People Management. • Team metrics management. • Continual Service Improvement plans leader. • Executive communication management.

  • Business Process Owner

    at GBM Costa Rica

    February 2015 - August 2015

    Provincia de San José

    KPEs analysis and dashboard for service delivery areas

  • NCSD Connectivity Support

    at Componentes Intel Costa Rica

    March 2013 - June 2014

    Provincia de Heredia

    • Connectivity Support • Handheld devices support. • VPN Connectivity. • Mobile Apps support.

  • Central America Customer Satisfaction Leader, Global Operations

    at Hewllet Packard

    January 2012 - October 2012

    Provincia de Heredia

    • Continual Business Assessment. • Improvement of client satisfaction with technology services provided by the company. • Improvement of process documentation and controls for delivery of technology services. • Implementation of delivery models seeking to improve the quality of technology services. • Enhancement of communication and understanding of clients requirements and improvement opportunities. • Addition and opportunity analysis for new business to our center. • Capacity planning and analysis. Planning and implementation of plans to balance resources to improve delivery of services.

  • ISO 20001 and 27001 Program Lead, ITO Service Delivery Excellence Team

    at Hewllet Packard

    January 2011 - December 2011

    Provincia de Heredia

    • ISO 20001 and 27001 Program Lead for Central America • Participant during internal audit and BSI certification audit for ISO27001 o Project Manager for gaps closure of ISO27001 findings. • Project Manager for ISO20001Certification Program, Central America Region. • Account Survey Process, Manager. • Business Continual Improvement Leader. • Service Improvement Project Leader, analysis and remediation of service gaps.

  • TCE & QA Analyst, ITO Service Delivery Excellence Team

    at Hewllet Packard

    January 2010 - December 2010

    Provincia de Heredia

    • Configuration Management Process Implementation • Release Management Process Implementation • Improvement of the Account Survey response rate and score by applying Continual Improvement Practices • Responsible for improvement of technical training to all delivery teams.

  • Backup and Storage Support Agent

    at Hewllet Packard

    October 2008 - January 2010

    Provincia de Heredia

    • Backup and Storage support (Data Protector, Legato, BackupExec) • Documentation improvement for AMS customers

  • Technical Support Specialist

    at Hewllet Packard

    September 2006 - October 2008

    Provincia de Heredia

    • Technical Hardware Support, ProLiant running Microsoft • Technical Support for ProLiant family running open source OS • 1.3 Backline Support for Priority One customers • Development of SLA Improvement Projects

Education

  • Bachillerato Universitario Ingenieria Industrial

    at Universidad Estatal a Distancia

    2016 - at Present (3 years)

  • CAPM

    at Project Management Institute

    2015 - at Present (4 years)

  • Bachillerato Universitario en Ingenieria Industrial

    at Universidad Fidelitas

    2009 - 2015 (6 years) Provincia de San José

  • ITIL v.3 Foundations (2011 publication) Certified

    at EXIN

    2013 - 2013 (1 year)

  • ITIL Intermediate Certificate in Continual Service Improvement

    at PeopleCert Group

    2011 - 2011 (1 year)

  • ITIL v.3 Foundation Certified

    at CSME Inc

    2010 - 2010 (1 year)

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