Hewlet Packard Enterprise August 2015 - at Present• 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
GBM Costa Rica February 2015 - August 2015KPEs analysis and dashboard for service delivery areas
NCSD Connectivity Support
Componentes Intel Costa Rica March 2013 - June 2014• Connectivity Support
• Handheld devices support.
• VPN Connectivity.
• Mobile Apps support.
Central America Customer Satisfaction Leader, Global Operations
Hewllet Packard January 2012 - October 2012• 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
Hewllet Packard January 2011 - December 2011• 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
Hewllet Packard January 2010 - December 2010• 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
Hewllet Packard October 2008 - January 2010• Backup and Storage support (Data Protector, Legato, BackupExec)
• Documentation improvement for AMS customers
Technical Support Specialist
Hewllet Packard September 2006 - October 2008• 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
Bachillerato Universitario Ingenieria Industrial
Universidad Estatal a Distancia
2016 - at Present (1 year)
Project Management Institute
2015 - at Present (2 years)
Bachillerato Universitario en Ingenieria Industrial
2009 - 2015
(6 years) Provincia de San José
ITIL v.3 Foundations (2011 publication) Certified
2013 - 2013
ITIL Intermediate Certificate in Continual Service Improvement