Roberto Guzman

Experience

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  REDTEL S.A

  Jan 1999 - Jan 2003

  Subgerente de Operaciones y Relaciones Contractuales

  REDTEL is a telecommunications company, with multiple contracts with government and private organization and areas such GPS mapping creation, electric and phone line planning and call center contracts such International Calls and International Information Call center, Internet Technical Support call center for RACSA , etc. As Operations manager I was responsible of manage the contracts and the relationship with the counterparts of the other organization, also make sure the right talent was hired and create the necessary action plans to keep the operation moving within the budget and profit goals. Show less

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  SYKES Costa Rica

  Feb 2003 - Apr 2006

  Service Desk Technician

  Responsible of provide technical support for end users located on the Unite States of America , the support was provided to configure local networks and troubleshoot and install ADSL broadband Internet connections as technical representative for multiple ISP ( Internet Service providers ). During the last 6 months I was also named Technical team Lead, managing the day to day SLAs and providing quality reviews for other technical agents.

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  HP

  May 2006 - Jul 2015

  As Tower Manager I was responsible of managing the entire Wintel Server Administrators team within the delivery center, I was in charge of the creation of the strategic planning for short and midterm to accomplish customer objectives and organizational goals. Leading and serving as coach of the group of managers and supervisors in charge of every single team in the country providing Windows Admin support for multiple customers around the world. I also was in charge of create and present the team strategies, results and project progress to upper management and executives within the company, attend and represent the Wintel Tower during customer visits and be part of the Leadership board for IT operations support teams in Costa Rica, forum where the initiatives and projects are created to improve the current service , retain talent and be pioneers on our industry. Show less Responsible of a large group of highly skilled technicians and engineers specialized as Windows Server Administrators , providing technical support within ITIL best practices ( Incident, Problem , Change, Capacity , etc ) for multiple customers across different Regions such ( Americas, Asia, Europe). As manager I was responsible of create the necessary strategies to accomplish contractual obligations and SLAs, also execute monthly 1:1s , career development follow ups and strategies to retain talent, promote within the team and evaluate performance of the individuals. Also present Service Improvement Plans to the accounts supported and take the necessary corrective actions to improve the quality of the service and motivate the employees. Show less

  • IT Operations Manager - Windows Admins Tower

    May 2012 - Jul 2015

  • IT Service Delivery Manager for Windows Server Team

    Nov 2009 - Apr 2012

  • IT Suppport Team Lead

    Aug 2007 - Oct 2009

  • Technical Support Engineer

    May 2006 - Aug 2007
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  Hewlett Packard Enterprise

  Aug 2015 - Apr 2017

  IT Operations Manager - Hosting Towers

  Responsible of managing the Hosting IT Operations team within the delivery center, includes the towers of Windows Admins, Unix Admins, Database Administrators, Exchange and Collaborations groups and also the VPC teams ( Virtual Private Cloud ). I was accountable for the results of those teams , based on contractual obligations, financial forecasting, headcount reviews and SLAs; also in charge of create the necessary strategies and plans to implement new delivery models, promote innovation, automation and increase the value of the service received by our customers and also create internal value for the organization. Participate in the execution of multiple reorganizational plans , initiatives with external consulting such McKinsey & Company , giving continuous presentations or results to upper management and executives. Participate in different forums with peers around the globe to share best practices, new ways of execute the delivery and be in sync with trends and our customers requirements. Show less

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  DXC Technology

  Apr 2017 - Oct 2018

  IT Operations Manager - Service Delivery

  Accountable of the service levels and the results of the workplace and mobility delivery teams. In charge of the execution of multiple projects to accomplish the company transition without having contractual issues and sustaining a high quality service. Responsible of the creation, coordination and execution of short and midterm actions to promote innovation between delivery centers in different locations, automation and talent retention within the team . Pariticipate of the WPS Americas Region forums to establish the implementation steps of the new delivery model, value capture targets , and the positioning of the company brand on our IT services industry. Responsible of having constant feedback sessions within the team members and account teams, performance reviews, service improvement plans and monthly financial forecast sessions to measure the effectiveness of the actions taken on the value capture exercises for our clients and internal organization. Create and follow up on the action plans to retain talent and motivate the employees to produce a good work environment, increase productivity and wellness. Show less

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  Microsoft

  Oct 2018 - now

  Engineering Support Manager

  Empowering our teams and customers to do more so they can perform their full potential ; working with the most amazing and talented group of people.