James Gonzalez

James Gonzalez

Complex Solutions Level 2 Engineer – Industry Standard Services

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location of James GonzalezSan Jose, Costa Rica

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  • Timeline

  • 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 - 2005
      High School Diploma
    • Universidad Hispanoamericana (CR)

      2008 - 2019
      Bachelor's degree Industrial Engineering
  • Experience

    • Hewlett Packard Enterprise

      Nov 2006 - Mar 2011
      Complex 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 2014
      Operations 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 2019
      Operations 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.

    • Amazon Web Services (AWS)

      Nov 2019 - Jul 2022
      Operations 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 2024
      Business 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 - now
      Cloud Availability Manager
  • Licenses & Certifications

    • Kanban Management Professional

      Lean Kanban University
      Aug 2019
    • Scrum Master

      EGERIA CONSULTING
      Jun 2018
    • Green Belt

      Performance Excellence Solutions PXS
      Jul 2017