
James Gonzalez
Complex Solutions Level 2 Engineer – Industry Standard Services

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About me
Operations Manager and Industrial Engineer with +15 years of professional experience in the IT industry.
Education

Centro Educativo Adventista de Costa Rica
2001 - 2005High School Diploma.webp)
Universidad Hispanoamericana (CR)
2008 - 2019Bachelor's degree Industrial Engineering
Experience

Hewlett Packard Enterprise
Nov 2006 - Mar 2011Complex Solutions Level 2 Engineer – Industry Standard Services• Assisted customers with complex escalated technical issues requiring personalized care and in greater length.• Escalated support tickets to HP Level 3 and Hardware Development teams in crucial replicated events.

Oracle
Mar 2011 - Dec 2014Operations Team Leader – Hardware Quoting South Latin America Business• Assisted customers with complex escalated technical issues requiring personalized care and in greater length.• Escalated support tickets to HP Level 3 and Hardware Development teams in crucial replicated events.

VMware
Jan 2015 - Nov 2019Operations Team Manager – America’s Renewals Sales Organization• Led teams of +20 senior business analyst, oversaw daily production, conducted regular performance evaluations for team members.• Accountable to work closely with the global management team looking at best practices, operational excellence, goals setting, performance measurement, performance management, employee engagement, process improvement projects and team budgeting.• Managed headcount hiring, forecasting plans and global shift coverages.
.webp)
Amazon Web Services (AWS)
Nov 2019 - Jul 2022Operations Manager – AWS Billing and Accounting Customer Service• Led and developed an organization of +200 agents, 22 Team Mangers, with a direct line management of 5 Area Managers.• Directed overall direction, performance, coordination, and evaluation of the AWS Billing and Accounting Customer Service Organization.• Carried out supervisory responsibilities in policies and procedures reviews; additional responsibilities include interviewing, training, and motivating employees; planning, assigning, and directing work; performance management, employee reward and recognition and effective conflict resolution.• Engaged in site level initiatives, primary owner of functional responsibilities that impacted overall site interfacing with other sites in network. Show less

VMware
Jul 2022 - Jan 2024Business Practice Manager• Orchestrated global alignment on operational sales procedures between Europe and Asia.• Worked with cross-functional & cross-cultural teams that had impact on the renewal’s sales cycle, influencing activities such as streamlining timelines, and delimitating scope for resolution.• Enforced vital corporate projects to transition from Term to SaaS business model, considering all possible variables and risks.• Oversaw Americas Sales reporting, training, planning, and auditing.

IBM
Dec 2024 - nowCloud Availability Manager
Licenses & Certifications

Kanban Management Professional
Lean Kanban UniversityAug 2019
Scrum Master
EGERIA CONSULTINGJun 2018
Green Belt
Performance Excellence Solutions PXSJul 2017
Languages
- enEnglish
- poPortuguese
- spSpanish
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