• Development Team Manager of +15 developers/analysts, providing technical leadership and guidance in Agile Software development process, for solutions in technologies such as EUC, SharePoint, QTP, .Net, Java, SQL, Oracle and emerging tech (Python, PowerBI. Appian, RPA).• Application Manager of 22 applications, defining roadmaps in partnership with the business understanding their needs, in compliance with all controls and tech mandates.• Project management and team capacity of 10+ parallel projects per quarter, with savings of more than $1M per year for tech automation as part of Finance Digital Transformation.• Program Manager of 2 main internal applications, used globally by+1000 internal users, defining scope, support, scalability and sustainability, according with biz needs.• L3 Production support manager of +15 applications, performing code quality assurance, proper documentation for knowledge transfer to L1 and L2 support, executing small enhancements using DevOps with the right prioritization from business and main driver being tech mandates, avoiding service disruption. In addition, Incident and problem management with root cause analysis for proper and expedite deployment of permanent fixes.• Business liaison to translate requirements to technology solutions, understanding business needs to provide strategical solutions and presenting them to senior leadership as part of vetting committee for Digital Transformation.• Career development Coach for Citi Mentorship programs thanks to 100% score in manager effectiveness and 80% team promotion. 2 new robust technical teams created during pandemic.• In charge of team budget for resource capacity planning and infrastructure scalability.

• Provided L2/L3 support for Vertica Big Data, support customers through case resolution and meet pre-defined SLA's critical or otherwise with training to customers and new resources in the organization.• Project and incident management for external corporate clients extending support contracts.• Worked with application developers to accomplish customer requirements about new features or capabilities.• Sets customer's expectations and approximate time frames for research and investigation of new requests.• Operation's data analysis for process improvements opportunities recreating different scenarios for root cause analysis and permanent fixes.

• CSIS systems team lead of 3 L2/L3 analysts, transitioning tech support from US to CR and providing coaching, trainings, coordination for support tasks with a total of 5 analysts.• Be the main point of contact for CS IT administrators providing database/application support for Nextiva systems, test cases, Drills and DB patching to keep the systems up to date.• Problem Management process lead, fixing them permanently +60% of aging problems / 83% aging tickets closed in 1 quarter.• Daily Scrum meeting owner coordinating ticket's status and assigning priority to each of them as per of customer's requests reducing in 30% SLA issues.

• L3 support and project manager for 15+ applications in Corporate IT Finance.• Completed IBM BPMS implementation for 3 applications including SQL and Application code.• Reduced 95% incidents as result of incident management with permanent solutions such as monitoring/maintenance system.• Saved $100K with in house development for critical application used in Finance close.• Implementation of IT Cross-organization Strategy to Foster Career Development with project impact such as Net gain of $768,000 driven by the cost avoidance of vendor training 5-year ROI and Statistically better hiring time, from 98 days average down to 34 (65% improvement).

• Shift 7 Technical lead for Costa Rica L2 DBA team (5 analysts), managing team capacity and project planning accordingly with capacity and priorities in partnership with Application's owners worldwide in SQL, ORACLE for code deployments as IT liaison (Best in class team award).• Leaded and completed oracle 10g migration of 5 global applications without impact to production floor operation. • Leaded Problem management task force 70% tickets reduction with permanent fixes improving support team productivity.• Managed the SQL 2005 migration to a total of 15 global DBs as technical expert and provided training to users about new features.

• Interactive Voice Response owner for System infrastructure/Database and code development.• Developed current “Banca Telefonica System” improving customer experience.• Technical support for internal users.