Experience

  • Service DESK Operations Manager and Scrum Master

    at Kimberly Clark

    August 2016 - at Present

    Provincia de Heredia

    • Lead Identity Management (IDM) tool and process for DESK globally. Escalation with first second line managers. • Ensure world class delivery of services for internal customers using BPM, CI, LEAN Six Sigma and ITIL • Translate business strategy and communicate clear direction and expectations for the organization across Consumer Service organization in the local organization. • Drive daily execution of Consumer Service support activities ensuring delivery, timeliness, efficiency, effectiveness and compliance to meet performance targets. Create strategies for Self service in IDM.

  • IT Business Application Manager and Agile Coach

    at Kimberly clark

    April 2015 - at Present

    Provincia de Heredia

    Lead a digital product support team that develop solutions for IT business applications through agile, standard project management and UX (user experience) methodologies. Drive design and optimization UX for Infrastructure, Finance and Marketing areas using Mulesoft API, SAP, Concur, Ariba Marketplace, manage SOD conflicts, etc. As Agile Product owner: Coach and Organize and schedule ceremonies including Grooming, Sprint Planning, Daily Stand-ups, Sprint Reviews, and Sprint Retrospectives. • Develop and retain talent to boost career growth in the company. • Implementation of chatbots, translation services API, Omnichannel, workflows, Salesforce Marketing cloud. • Act as Product Owner contribute with prioritization and act as liaison between business and IT • Work to maximize team productivity and remove any impediments that obstruct the Sprint goals.

  • IT Infrastructure Delivery Manager for Central America

    at Kimberly Clark

    May 2017 - August 2018

    Provincia de Heredia

    Responsible for a team of +15 support engineers to deliver infrastructure capabilities. Implement strategy for automation and cost optimization through Security, Voice & Data Networks, Enterprise Storage, Servers, Middleware, and information systems. Prioritizes, challenges and shape the right outcomes for customers. Accountable end to end, for all IT delivery in Infrastructure and IT-Business solutions in LATAM area. Project operation, delivery and execution: Proactively ensure improvements in performance, availability and capacity, contribution to successfully deployment of Skype migration for LATAM. Manage budget up to $2MM.

  • IT Product Service Manager and Agile Scrum Master

    at Wells Fargo

    October 2014 - March 2016

    Provincia de Heredia

    Experienced in high-level business requirements capture and analysis to ensure effective issue recovery execution. Drive proactive monitoring for solutions like: Event analysis and correlation, lack of operator situational awareness, slow Mean-Time-To-Detect/ Mean-Time-To-Resolve. application/Service impact/Less than optimal CX. Drive change management for patching and infrastructure communications changes. Agile Scrum Master: Facilitates core Agile ceremonies for two teams (Sprint Planning, Daily Stand-up, Sprint Review, Retrospective and Backlog refinement. Coach and monitor scrum performance via KPI and reports

  • Service Delivery Solution Consultant

    at Hewlett Packard

    July 2006 - February 2014

    Provincia de Heredia

    Manage development team for HP automation projects for Citrix, SAP, Vmware farms. Operational second level support for global platforms and components using Jboss, Websphere; Enterprise BUS, SonicMQ broker, IIS, Tomcat and CMDB in a distributed load balancing server deployment. Established innovative solutions, such as Monitoring-as-a-Service, to benefit operations using emerging technologies (nodeJS, Angular, Mongo, containers, ChatOps, DevOps, Python, Powershell) and solutions resulting in a 20% reduction in operational headcount

Education

  • Professional Project Management

    at PMI

    2019 - at Present (1 year)

  • Scrum Master

    at Scrum.org

    2019 - 2019 (1 year)

  • Professional Product Owner

    at Scrum.org

    2019 - 2019 (1 year)

  • Green Belt Lean Six sigma

    at Six Sigma Study

    2018 - 2019 (1 year)

  • Master in Information Systems

    at Tecnologico de Costa rica

    2012 - 2014 (2 years)

  • Bachelor in Information System

    at Universidad de Costa rica

    2012 - 2013 (1 year) Provincia de San José

  • Bachelor in Computer Sciense

    at UNAN - Nicaragua

    1997 - 2003 (6 years) Provincia de Heredia

Languages

  • Spanish Native

  • English Native

  • Portuguese Elementary

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