Experience

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  Sykes

  Jun 1998 - Jan 2001

  Team leader for the technical support engineers for microsoft products and the customer

  Team Leader for the Technical Support Engineers for Microsoft Products and the CustomerService Department for Centro Integral de Servicios Microsoft de Centro América.. Escalation point for technical support and issues in the Windows 2000 Desktop and Sever help desk. Implemented a new procedure that reduced the shipping and handling time for product fulfillment from onemonth to five days. Optimized the Customer Service Department performance due the role specialization, and performancereviews, as well Implemented the quality assurance process and score cards in teams, performance metricsand customer satisfaction and follow up increased. Actively participated in the team’s coordination of the Year 2000 project between the Sykes Account and theregional Microsoft Office. Manage the implemented the training and update knowledge of the Technical Support Engineers for theMicrosoft Windows 2000 products. Member in the board for implementing the COPC certification on the Sykes site in Costa Rica, accountpolicies and procedures implemented as a first approach. Increased the feedback and communication with the Microsoft Customer Relationship Manager Show less

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  Procter & gamble

  Jan 2001 - Oct 2003

  Service manager for employee services it and tier ii support for the americas for the sap

  Supported the Avaya & Quintus project in configuring the Windows 2000 Servers for the Quintus to AvayaMigration. Support and consultant for the business customers in the SAP Technology, acquired knowledge in theconfiguration, of the SAP Human Resources Module, Enterprise Configuration (IMG). Part of the IT Project Management Team for Implementing the Human Resources Module part for theMexico Payroll integration project this allowed to migrate the Mexico Payroll from a legacy system to a fullSAP Integrated solution for 3700 employee’s. Also Implemented the Human Resources Module part andmigrated the employees master data, for the project that integrated to the Company’s SAP HR Module theacquisition of Clairol by P&G.SAP HR Module Service Manager for Americas in the migration project that will upgrade the actual SAPversion to the new SAP Enterprise made testing scenarios for the HR Module working with the businessusers, testing the scenarios to confirm compliance in the testing environment. Implemented the Service Level Agreement for my customers in my support area for the SAP HR Module forthe Americas, as well as implementing the Change and Incident Management Processes, this allowed toimprove and document in the SLA the timing for supporting issues, defining the supporting areas andcustomer needs, and provided the metric base for performance measurement. Team contact for training and documentation, implemented the documentation and standardization for theEmployee and Organizational Data processes for the team. Show less

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  Western union

  Feb 2004 - Oct 2006

  Lan administrator.

  Administer and Support the Local Area Network for the Regional Operation Center regarding the Windows2000 Servers and clients for the Enterprise platform, administering user accounts, network security,managing and controlling the computer environment of the company. General Support for Lotus Notes Clients, and basic Lotus Domino administration, General Support forAvaya and AS400 clients. General hardware and software support. Third level support for the Network Control Center. Regarding LAN issues. Installed configured and administer the Global Solution for Norton Symantec Antivirus. Implemented inthe USA, Europe and Latin America, setup the servers. Installed configured and administer Servers for Avaya Witness Platform. Show less

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  Intel corporation

  Nov 2006 - Sept 2007

  Global service management

  Global Service Management Engineer. Support as Incident Management the Infrastructure Platform of the Intel Corporation Network andServers, using the Company's GEMS ticketing system based on the . ITIL Support Model. Monitoring Server Incidents and troubleshooting Windows 2003 Servers, Active Directory, ExchangeServers, SAN Switches, and VERITAS backups of the Intel Infrastructure Platform. In charge as third level of critical server of the company such as Windows 2003 Servers, Active Directory,Exchange Servers. Show less

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  Fenix.

  Oct 2007 - Feb 2009

  It help desk team manager.

  I was hired to implement a Help Desk organization in Costa Rica for Las Vegas Skin and Cancer Clinicsoutsourcing services. Responsible for the logistics of the IT setup, and hiring of the IT Department members. In charge of Managing the Company’s Help Desk. Citrix Servers support for the Infrastructure of the Company. Trained in Los Angeles California and Vegas Nevada on the Company’s Clinics IT requirements, as well asdocumenting the IT Infrastructure for three months. Installed, configured and actual administration of the Barracuda Networks Spam Filter and Web Filter for the West Dermatology Corporation in Los Angeles California Collocation Data Center. Administration of the Infrastructure of the Company on Windows 2003 Servers, Active Directory,Exchange Servers, and Hardware Support for the servers. Reporting on daily basis the statistics of the Help Desk Tickets and performance indicators. Show less

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  Experian costa rica

  Mar 2009 - Aug 2009

  Senior systems security administrator.

  Administration of Active Directory of the company. Security auditing of the company systems regarding network access control, account administration, andpolicies regarding bank and financial policies of the Company. Administration and creation of exchange accounts.

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  Bank of america. ba continuum costa rica

  Aug 2009 - Jun 2011

  Iis server administrator

  Microsoft IIS Administrator and Support for the Bank’s platform in the Global Markets Line of Business.Third level Support for hosted IIS Applications. Consulting and implementing new Intranet and Microsoft Share Point Applications for the Bank, incoordination with Web Developers, Project Managers and Line of Business. Implemented IIS Servers in coordination with the Web Developers, setting the environment required forthe web application on shared and dedicated IIS Servers. On call support for owned Servers, based on the rotation schedule. Support for Windows Servers 2000, 2003 and 2008 for the IIS Platform.March 2009 – August 2009 Experian Costa RicaSenior Systems Show less

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  Self-employed

  Jul 2011 - Feb 2013

  Free-lance it consultant

  Consulting in Hardware and Software.IT Support on Windows Servers.

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  Tech data

  Feb 2013 - May 2015

  Ibm system engineer

  Pre Sales Support for IBM System X Series Servers and Storage.Receive customer inquiries and interpret customer specifications for technical proposals on IBM System X Server and Storage Solutions.Apply process and product knowledge when preparing technical proposals.Develop "Best Cost" solutions to meet customer needs.Develop Bill-of-Materials, technical compliance in response to specification.Prepare all offer documentation and transmit to the IBM Sales Solutions Team.Prepare responses to customer inquiries and request for changes.Support negotiations with customer with Technical related question or recommendations. Show less