Daniel Sánchez M. Email & Phone Number

San José, Cr

San Jose, Costa Rica

• Lead and coordinator different projects and business cases escalations for SaaS Software, Observability, Cybersecurity, and Cloud platform services cross organization that has been escalated, having ownership, a good end to end, and good knowledge of the project phases. (Agile and Waterfall) this to finally meet the projects goals. • Manage Business Escalations for SaaS Software, Observability, Cybersecurity, and Cloud platform services in partnership with engineering, product… Show more • Lead and coordinator different projects and business cases escalations for SaaS Software, Observability, Cybersecurity, and Cloud platform services cross organization that has been escalated, having ownership, a good end to end, and good knowledge of the project phases. (Agile and Waterfall) this to finally meet the projects goals. • Manage Business Escalations for SaaS Software, Observability, Cybersecurity, and Cloud platform services in partnership with engineering, product management, Customer Success Engineering, Support, Customers, Executive Directors, VPs and Partners until resolution.• Manage a disciplined customer-facing communications process with the right set of details depending on the audience.• Client advocacy – maintain and enhance positive and constructive client relationships.• Achieve customer satisfaction by ensuring incidents or escalations (and related cases) are well documented with execution of action items.• Create and execute a data-driven customer get-well plan for every escalation and incident touched.• Use business and technical skills to manage customer escalations, coordinate meetings, calls and deliverables, and interpret trends and patterns for reporting.• Use data, metrics, and feedback to make operational and tactical decisions to improve incidents and escalations management.• Coordinate all the necessary resources required to fast track and resolve new incidents and escalation from customers with a clear and detailed plan.• Be an integral part of Engineering, support, account management team initiatives and meetings as required.• The resolution of assigned client satisfaction issues with SaaS Software, Observability, Cybersecurity, and Cloud platform services or associated support, using Salesforce, Jira, SAP, Trello, and Confluence among others, and the Technical Escalation process using the necessary tools to plan, track, monitor and report resolution activities and progress. Show less

Costa Rica

• Lead and coordinator different storage services sprint projects cross organization that has been escalated, having ownership and a good end to endand good knowledge of the project phases. (Agile and Waterfall) This to finally meet the projects goals. • Manage Business Escalations for Tape Library, ESS and general Storage services in partnership with engineering, product management, Customer Success Engineering, Support, Customers and Partners until resolution.• Manage a… Show more • Lead and coordinator different storage services sprint projects cross organization that has been escalated, having ownership and a good end to endand good knowledge of the project phases. (Agile and Waterfall) This to finally meet the projects goals. • Manage Business Escalations for Tape Library, ESS and general Storage services in partnership with engineering, product management, Customer Success Engineering, Support, Customers and Partners until resolution.• Manage a disciplined customer-facing communication process for incidents and escalations by providing a timely RCA with the right set of details depending on the audience.• Client advocacy – maintain and enhance positive and constructive client relationships.• Achieve customer satisfaction by ensuring incidents or escalations (and related cases) are well documented with execution of action items.• Create and execute a data-driven customer get-well plan for every escalation and incident touched.• Use business and technical skills to manage customer escalations, coordinate meetings, calls and deliverables, and interpret trends and patterns for reporting.• Use data, metrics, and feedback to make operational and tactical decisions to improve incidents and escalations management.• Coordinate all the necessary resources required to fast track and resolve new incidents and escalation from customers with a clear and detailed plan.• Be an integral part of Engineering, support and account management team initiatives and meetings as required.• The resolution of assigned client satisfaction issues with IBM Storage products or associated support, using the CSP (Salesforce, Jira, SAP among others) and the Technical Escalation process and tools to plan, track, monitor and report resolution activities and progress. Show less

Costa Rica

• Product & Program Owner of supply returns and credits operations.• Lead and coordinator on the different Projects, having a good end to endand good knowledge of the project phases. (Agile and Waterfall) • Account Management and Executive for VIP accounts under contract.• Management of HP MPS Supplies Fulfillment Services.• Work on daily Escalations of HP customers, Stakeholders, InternalCustomers and Partners.• Basic Financial Audits of… Show more • Product & Program Owner of supply returns and credits operations.• Lead and coordinator on the different Projects, having a good end to endand good knowledge of the project phases. (Agile and Waterfall) • Account Management and Executive for VIP accounts under contract.• Management of HP MPS Supplies Fulfillment Services.• Work on daily Escalations of HP customers, Stakeholders, InternalCustomers and Partners.• Basic Financial Audits of Suppliers and Partners Invoices.• Database management, database creation, data manipulation, dataanalysis, data display, and presentation.• Point of contact between Stakeholders, Customers, Partners, andManagement to ensure the fulfillment services and processing of themassive requests to our team. (More than 10.000 Orders per day).• Daily Analysis and Improvement of Root Causes of the escalationsreceived.•Daily communication with HP partners to solve any issues on delays,process, BI reports etc.• Create accurate Forecast based on shipments historical Data.• Configuration of internal systems and software to have orders, casesand escalations flowing between systems properly based on theautomation.• Implementation, creation, and improvement of new and currentprocesses according to HP catalog of services and the contractacquired by the client.• Implementation of tools and software used for each account.• Provide trainings for new hires, about management, onboarding foraccounts, project management and general management for eachaccount to be assigned. Show less

Costa Rica

• Strategic Technical Account Management and advanced IT Software Servicesfor accounts assigned.•In charge of delivery, implementation and monitoring of printer software services • Lead differents IT Software Projects, having a good end to end and great knowledge of the project phases. (Agile and Waterfall) • Represent and participate on an HP team in a face-to-face customerlocation visit, industry conference/trade show, vendor meeting, etc.•… Show more • Strategic Technical Account Management and advanced IT Software Servicesfor accounts assigned.•In charge of delivery, implementation and monitoring of printer software services • Lead differents IT Software Projects, having a good end to end and great knowledge of the project phases. (Agile and Waterfall) • Represent and participate on an HP team in a face-to-face customerlocation visit, industry conference/trade show, vendor meeting, etc.• Responsible of delivery times established for each account KPIs andSLAs (Documentation, Reports, Software Installations, FirmwareProjects, Programs, and internal Projects, among others).• Partner frequently with the Sales Pursuit team to support revenuesprocess.• Onboarding and gathering of contracts Admin information as DARTs,SOWs, WOs, and other technical documentation.• Review and resolve complex business issues.• Add case resolution to KMS.• Cases and Tickets Life Cycle.• Resolve technical issues (hardware and software) from incominginternal or external businesses and end user's contacts and proactivenotification systems.• Proactively assist internal or external businesses to avoid or reduceproblem occurrence.• Database management, database creation, data manipulation, dataanalysis, data display, and presentation.• Provide trainings for new hires, about management, onboarding foraccounts, project management and general management for eachaccount to be assigned. Show less

San José, Costa Rica

• Support and manage complex escalations for AT&T U-VERSEtechnical account regarding Telecommunications issues.• Technical Support for Residential Fiber Internet, iNID´S, Wirelessdevices and connections, TV Cable and Home Phone land line service,• Technical Appointments and Software Remote Solutions.• Guide customers according to established processes and protocolswith the information requested and give them as possible a "first callresolution" regarding… Show more • Support and manage complex escalations for AT&T U-VERSEtechnical account regarding Telecommunications issues.• Technical Support for Residential Fiber Internet, iNID´S, Wirelessdevices and connections, TV Cable and Home Phone land line service,• Technical Appointments and Software Remote Solutions.• Guide customers according to established processes and protocolswith the information requested and give them as possible a "first callresolution" regarding their issues.• Work in mode inbound and outbound "case to call first resolution" aswell working under internal client metrics and customer survey VOCmethod.• Work cross-organization to gate the customer information requested. Show less

Costa Rica

• Manage and motivate the team to consistentlyachieve or exceed store sales target.• Drive client development activities among individualteam members to cultivate new and existing clients.• Demonstrate sales leadership by playing an activerole on the sales floor and managing clientrelationships personally.• Drive business through key product pillars and KPIs.• Lead, model and coach based on client feedback andelevate the Company Experience… Show more • Manage and motivate the team to consistentlyachieve or exceed store sales target.• Drive client development activities among individualteam members to cultivate new and existing clients.• Demonstrate sales leadership by playing an activerole on the sales floor and managing clientrelationships personally.• Drive business through key product pillars and KPIs.• Lead, model and coach based on client feedback andelevate the Company Experience Index.• Provide management presence on the sales floor,coaching the team and ensuring company clientexperience expectations are being delivered at alltimes.• Optimize hospitality and store amenities to createunique experiences.• Take action on MKM performance and client feedbackto improve customer service. Show less

Costa Rica

• Travel planner position for call department doing tasks as; reservation, sales, direct bookings and customer service, promote the company's products and services for the North American and European sector, meeting the established goals and sales metrics. • Attending and assisting with the general sales operations department of the company. • Assisting in the task as booking and dealing directly with the company's suppliers and administration tasks. • Working mainly in… Show more • Travel planner position for call department doing tasks as; reservation, sales, direct bookings and customer service, promote the company's products and services for the North American and European sector, meeting the established goals and sales metrics. • Attending and assisting with the general sales operations department of the company. • Assisting in the task as booking and dealing directly with the company's suppliers and administration tasks. • Working mainly in promoting tailor-made and customized tours through inbound or outbound calls, emails and chats.• In charge to assist tourists and sales executive team; assisting them before, during and until the last day of stay with the company information and services. Show less

San José, Costa Rica

• Guide customers according to established processes and protocolswith the touristic information requested.• Customer Service for travelers hosted.• Assist with the sales of the touristic products. (Hotels, Transportation,Tour Activities among others).• Internal Billing Audits

Bachelor'S Degree Business Engineering, Business Engineering

The Business Engineer seeks to apply more robust analysis processes and has knowledge of Information Technology and engineering tools.

Lean Six Sigma Green Belt, Project Management, Completed

Cisco Packet Tracer

Create a simple small bussiness network. Create a residential home network. Configure end devices and verify connectivity. Connect.

Technical Course In Conversational English For The Commercial Sector.

High School Diploma

Basic Concept Of Networks - Networks Essentials, Paused

Explain the concept of network communication. Explain the basic requirements for getting online. Create a simulated network using Packet.