Project Manager

• Jul 2022 - Present

NA Remote Management Services Manager

• Apr 2020 - Jul 2022

Manage a team of 15 individuals in charge of providing Remote Management Services to Managed Print Services customers.Build strong relationships with external and internal customers and sales teams.Manage customer and account escalations.Identify efficiencies and automation within internal processes.Deliver results through KPIs.Achievements:Successfully managed the team's P&L and created strategies to grow the revenue by 90% YoY in FY21.Expanded the operations to new markets by deploying the first partner Managed Print Services customer for Remote Management Services.Lead Business Development activities with key partners and stakeholders to continue growing the RMS business. Show less

MPS Enabling Technology Support Manager

• Aug 2018 - Apr 2020

Manage a team of 7 individuals (US and CR) in charge of providing server and software support for the Managed Print Services operations.Lead any escalation related to infrastructure issues affecting MPS operations or customers.Implement BI tools to build Command Centre operations for KPI management.Lead projects for software upgrades and server deployment for 500+ customers.Partner with IT and R&D teams to analyze software improvements.Achievements:Designed and deployed the METS Command Centre (daily monitoring of server infrastructure).Achieved and maintained a 99% uptime in dMPS servers, and 93% uptime in pMPS.Successfully migrated the entire server infrastructure (1000+ servers) to Windows Server 2016. Show less

MPS Enabling Technology Support Engineer

• Feb 2016 - Jul 2018

Deliver software support to Managed Print Services web and local internal tools.Manage user accounts for HP Web Tools.Install/troubleshoot Managed Print Services Data Collection Servers.Work with customers to resolve Non-reporting devices.Train other members of the organization in HP Web tools and processes.Create and manage SQL databases to support HP tools.Build MS automated Excel reports and dashboards.Integrate PowerBi and MS excel data analysis.Achievements:Successfully transitioned the operation from the US to Costa Rica.Effectively upgraded the data collection technology from Linux based to Windows based.Deployed new web-tools to support the MPS operations.Managed customer operations and handled complex escalations. Show less

Production Team Lead

• Jul 2013 - Jan 2016

Lead the team operations for the DesignJet support center.Manage team KPIs (Service Level Agreement, Productivity Index, Customer Satisfaction, Turn Around Time, Incident Backlog)Develop new efficiencies in the day to day support processes.Manage and resolve customer escalations.Develop improvement plans for agents.Work with management to build operational goals and strategic planning.Achievements:Developed world class metrics and controls for the RCTAT metric for the team and the organization.Managed and deployed strategies for the team´s KPIs to improve the team operations focusing on customer operations.Analyze KPI data and provide insights with short-mid-long term action plans to continuously improve the team operations. Show less

Technical Lead

• Mar 2011 - Jun 2013

Master the hardware and software knowledge in DesignJet printers and how they interact with Windows and MAC operating systems. Manage technical complex issues, work with higher technical teams to find solutions. Develop and provide training for other teammates and new hires.

Customer Care Agent

• Feb 2010 - Feb 2011

Call center agent with high levels of customer service with excellent communication skills, both written and spoken. In charge of delivering hardware and software for Designjet printers.