Cristian Rojas

Experience

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  Banco Nacional de Costa Rica

  Sept 2000 - Dec 2005

  SYSTEM TECHNICIAN 3

  Server Administrator with Windows 2000 Server, Advance Server and NT. Oracle Data base administrator and SQL Server. Also Server Administrator in Servers RS-6000 and Regata, with AIX 4.3 and 5L. Oracle Data base administrator in both systems. Project management and coordination with multiple departments; also drive day to day business needs by managing processes and/or workflow

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  Intel Corporation

  Dec 2005 - Aug 2006

  IT SUPPORT SPECIALIST V

  Responsible for the distribution, installation, operations, and troubleshooting of site distributed computing environment. Manage hardware/software projects and deployment plans between different regions as Malaysia, Ireland and United States. Analyze work group systems and recommend solutions. Execute production processes. Perform/manage changes to servers/environment. Manage virus protection procedures on server. Drive day to day business needs by managing processes and/or workflow. Responds to customer/client requests or events as occur. Develop solutions to problems utilizing formal education and judgment Show less

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  Hewlett-Packard

  Aug 2006 - Apr 2011

  • In charge of the team and incoming transition as new costumers approvals• Ensure that all the quality parameters in the Network Tower are in green and implement SIP if necessary.• Drive the BCP as Triggering Owner• Ensure quality guidelines are being follow by agents.• In charge of implementing new processes and procedure following account guidelines• Owner of end to end incidents & Service Management Delivery during the entirety of the time on Shift.• Ensure TTO constantly meet customers’ SLAs, by ensuring proper coverage on Shift, cross• Drive and implement the new team ISD in Costa Rica and also hiring the people.• Handle different projects inside of the organization, that includes RPA, (Automation), Ticketing reduction efforts, Big Idea (Transformation of the Service Delivery), BIC (Best in Class), Factory Model (Costs Reductions in Shared Delivery). Show less • Person in charge of the team (Staff of 30 Persons)• Responsible to assure free Safe Environment And professional atmosphere,• Manage service delivery within the team for all GCC RMC Towers (Windows, Unix, Messaging, Network, SAP), ensuring all queues are under control and tacking proper actions to meet SLAs.• Enforce Business relate directives and upper management requirements, • Manage delivery to contracted SLA/SLO for a total of 35 customers in the shared RMC.• Drive escalations through correct remediation path including ATLs, ADLs and site mgmt.• BCP Triggering Owner.• Ensure quality guidelines are being follow by agents.• In charge of implementing new processes and procedure following account guidelines• Owner of end to end incidents & Service Management Delivery during the entirety of the time on Shift.• Ensure TTO constantly meet customers’ SLAs, by ensuring proper coverage on Shift, cross training of agents and closely working capabilities and training with the Towers.• Drive the agents and Towers to meet green TTR in a constantly basis, ensure issue related with TTR are highlighted to the Tower Management for improvement.• Drive improvements in terms of service delivery to the customers; enable projects to drive better quality of service out of the site.• Constantly review the documentation and look for way to make it more efficient as while maximizing resources optimization.• Ensure zero escalations from Towers and Customers due to wrong follow up of processes or procedures.• Create a close relation with agents on your Shift; provide clear direction and expectations to meet site and customers goals.• Ensue proper coverage all the times and work to provide solutions to maximize and optimize at all the time the resources available.• Reduce to zero customers complains under RMC management control.• Follow up closely until closure on any customer escalation.• Know customers SLAs and work closely with the agents to meet.• Show less Participate in the transition and project of the First costumer for GCC and coordinate the implementation in the Unix platform with the client and different departments, including the Knowledge Transfer in Pleasanton California. Also coordinate the training and knowledge transfer to the rest of the agents. People in charge during the implementation before reached the new tower manager: 10 agents. Work and Coordinates the first Annual Disaster Recovery Rehearsal for the Unix Tower with successful results, Also Role of Trainer of DR in the Tower. Show less

  • TEAM LEAD AND PROCESS LEAD

    Nov 2009 - Apr 2011

  • SHIFT MANAGER

    Mar 2007 - Nov 2009

  • UNIX IT Support Specialist

    Aug 2006 - Mar 2007
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  Hewlett-Packard Enterprise

  Apr 2011 - Mar 2016

  Transition and Transformation Manager

  Coordinated all the logistics and infrastructure setup behind new accounts coming to the HPE Central America sites in Panama and Costa Rica. • Managed Non direct reports and teams across the different projects assign. •Appointed to kick-off meetings and assess project requirements.• Receive and Attend the costumer at the site when required. • Perform due diligence assessment at the customer site when required.•Appointed as a solution integrator and customer-facing expert.•Responsible for managing and monitoring budgets, resources and schedules.•Provide regular updates to senior management and client.•Built project plans, create and maintain global standards for implementations.•Coordinate transition and transformation of accounts into an HPE model of service.•Advise as a consultant for Best Practices in order to provide outstanding services to our customers.•Identify risks in projects. Plan for risk responses. Then monitor and control risks during the duration of the projects. •Advice in acquiring staff and material resources for the implementation program and associated projects•Accountable that all implementation Project Plans are consistent, congruent, and integrated with the overall Deal Project Plan signed between HPE and the customers.•Verify quality and high standards during projects lifecycle.•Accountable for clear communication within the project team, stakeholders and throughout the projects lifecycle.•Accountable that lessons learned documentation is captured and fed into the appropiate SharePoint for future use.•Responsible for identifying areas of improvements and provide feedback to senior management. Show less

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  DXC Technology

  Mar 2016 - Mar 2019

  Global Migration Project Manager

  Coordinated all the logistics and infrastructure setup behind new accounts being migrated in Americas, EMEA and APJ•Appointed to kick-off meetings and assess project requirements.• Managed Non direct reports and teams across the different projects assign•Appointed as a solution integrator and customer-facing expert.•Responsible for managing and monitoring budgets, resources and schedules.•Built project plans, create and maintain global standards for implementations.•Coordinate transition and transformation of accounts into an DXC model of service.•Advise as a consultant for Best Practices in order to provide outstanding services to our customers.•Identify risks in projects. Plan for risk responses. Then monitor and control risks during the duration of the projects. •Advice in acquiring staff and material resources for the implementation program and associated projects•Accountable that all implementation Project Plans are consistent, congruent, and integrated with the overall Deal Project Plan signed between DXC and the customers.•Verify quality and high standards during projects lifecycle.•Accountable for clear communication within the project team, stakeholders and throughout the projects lifecycle.•Accountable that lessons learned documentation is captured and fed into the appropiate SharePoint for future use.•Responsible for identifying areas of improvements and provide feedback to senior management. Show less

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  PGD LATAM

  Oct 2019 - now

  Transition Manager for US, Canada & LATAM

  · Meet transition and transformation objectives within agreed timelines and budget· Develop project scope, complexity and changing customer requirements and transition of end user services.· Work in the plan, design and implementation of a new Project Management Office for all US and Media that involves the merge and transformation of OpsPowerHouse US, OpsPowerHouse PM Global and the design of the PMO for Media. Work and design PM structure in Smarthsheet for new projects including the design of reports to track and understand all the projects in a more structure design for Portfolios, Programs and Projects. Work in conjunction with the implementation team in US to setup Control Center Tool as the new Project Management System· Develop detailed project management plan covering management of scope, time, resources, cost, risk while meeting highest quality standards with an effective communication plan.· Engage with customer and stakeholders in building a complete transition solution for the program, driving transition and transformation of services to AMS Services.· Secure and engage resources as per plan and budget and provide regional leadership to achieve transition and transformation goals. · Facilitate in identifying process and service improvements to support transition opportunities.· Effectively monitor and control deviations to cost and timelines and report to senior management on transition and service maturity.· Provide direction in regional governance with different Publicis Groupe organizations during transition· Ensure knowledge acquisition, documentation to ensure seamless handover to delivery for steady state operations, support of the solution after the successful transition and transformation of services.· Facilitate in identifying process and service improvements and transformation opportunities during execution. Show less