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Competences
Experience
Data Analyst and IT Support Specialist
Align Technology Costa Rica Ltd.
2019-05 - 2026-10
Managed the full lifecycle of employee onboarding and offboarding, ensuring secure and compliant transitions for all staff. Served as the primary global point of contact for service desk optimization, leading cross‑functional efficiency initiatives worldwide. Directed release management, coordinating pilot testing of software updates to prevent production failures. Collaborated within the Global IT Leadership Group and reported directly to the Global IT Director on roadmap projects. Utilized ServiceNow, Microsoft Copilot, Asana and Miro to streamline project management and support data‑driven decision making.
Windows Support Agent
EntServ Costa Rica Ltda. (DXC Technology / HPE Company)
2009-04 - 2017-06
Provided Tier 1, 2 and 3 technical support for complex server environments, troubleshooting hardware and software issues. Executed critical Microsoft security patches across client server infrastructures, maintaining compliance with global standards. Established new operational procedures and conducted comprehensive service failure reviews to improve reliability. Managed provisioning of new servers while ensuring strict adherence to delivery standards. Supported end‑users through advanced ticketing and escalation processes.
IT Manager and Project Manager for SAP Implementation
Maersk Costa Rica S.A.
2004-06 - 2009-03
Developed standardized IT documentation and procedures aligned with global corporate guidelines. Managed critical IT assets including enterprise networks, communication lines, servers and end‑user hardware. Planned and oversaw SAP implementation stages, controlling budgets and timelines. Designed and delivered training programs for a team of 65 users and technical staff. Ensured project governance and risk mitigation throughout the implementation lifecycle.
Technical Support Agent
Intelec
2000-01 - 2004-05
Assembled, configured and maintained computer hardware, peripherals, servers and internal networks for corporate clients. Developed and maintained the corporate website, ensuring uptime and functionality. Provided reliable telephone technical support, resolving user issues promptly. Contributed to hardware inventory management and documentation. Assisted in troubleshooting network connectivity and performance problems.
Langues
Español
fluent
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