Daniel Rojas Email & Phone Number

Escazu, San José Province, Cr

• Managing the flow of business preparation and follow up. This includes strategy & business reviews, regional operating committee meetings, committee meetings.• Driving projects and programs addressing regional business strategy, annual planning, and on-going operations. This includes One Akamai culture, Region Emerge Committee, and others.• Driving and maintain the momentum for Akamai CSR initiatives, provide support for ID&E and other corporate social initiatives.• Conducting… Show more • Managing the flow of business preparation and follow up. This includes strategy & business reviews, regional operating committee meetings, committee meetings.• Driving projects and programs addressing regional business strategy, annual planning, and on-going operations. This includes One Akamai culture, Region Emerge Committee, and others.• Driving and maintain the momentum for Akamai CSR initiatives, provide support for ID&E and other corporate social initiatives.• Conducting effective program management. Diligent planning, scoping, consultation, mediation, and communication as needed across key stakeholders and sponsors.• Supporting the development and implementation of business continuity frameworks. This includes operational regional risk management framework, regional business continuity planning and emergency response processes. Show less

• Senior PM for Microfocus Support Operations projects were related to operational initiatives regarding process improvement, support application deployment, program development and projects related to integration of company acquisitions through best PMI practices regarding analysis, budgeting, planning, execution for deployment on a global scale of +2500 employees.• As an Architect I support applications for support operations from budget planning, acquisition and administration of… Show more • Senior PM for Microfocus Support Operations projects were related to operational initiatives regarding process improvement, support application deployment, program development and projects related to integration of company acquisitions through best PMI practices regarding analysis, budgeting, planning, execution for deployment on a global scale of +2500 employees.• As an Architect I support applications for support operations from budget planning, acquisition and administration of communities such as Khoros and Aurea, chat support, Avaya telephony and WebEx. Show less

- Provide outstanding software support expertise to customers and partners- Troubleshoot software problems with assistance from Engineering and other groups as needed- Resolve all customer inquiries in a professional, pleasant, and timely manner- Use sound judgment to escalate issues, as needed- Lead and/or participate in customer status calls- Identify and document all customer issues, feedback and enhancements requests in ticket-tracking system- Contribute to Knowledge… Show more - Provide outstanding software support expertise to customers and partners- Troubleshoot software problems with assistance from Engineering and other groups as needed- Resolve all customer inquiries in a professional, pleasant, and timely manner- Use sound judgment to escalate issues, as needed- Lead and/or participate in customer status calls- Identify and document all customer issues, feedback and enhancements requests in ticket-tracking system- Contribute to Knowledge Base by documenting frequently asked questions, solutions and techniques- Provide product feedback and help to drive product improvements by working closely with- Product Management and Engineering- Participate in cross-functional initiatives and other projects as neededSoftware support troubleshooting includes but not limited to:- Windows Server- LDAP- Security Certificates- Databases (SQL and Oracle)- Webserver(apache and IIS)- Networking Show less

- Assumed complete ownership of customer issue until resolved involving multiple inbound and outbound communications. Owned the issue and engaged/collaborated with multiple resources.- Acted independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed.- Provided leadership and mentored team members to transmit technical knowledge.- Triaged unresolved software issues according to department procedures and… Show more - Assumed complete ownership of customer issue until resolved involving multiple inbound and outbound communications. Owned the issue and engaged/collaborated with multiple resources.- Acted independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed.- Provided leadership and mentored team members to transmit technical knowledge.- Triaged unresolved software issues according to department procedures and answered technical questions, resolved, or escalated problems.- Provided weekly feedback on coaching and training events that took place during the week and how the team progressed.- Responsible for the technical skill development of a team and evaluated how well they performed on key performance indicators.- Proactively engaged the required resources to ensure customer expectations were met or exceeded in a timely manner Show less

Master’S Degree, Project Management

Bachelor’S Degree, Computer Engineering