- Responsible of six high availability applications from Citi’s proprietary technologies. - Resolution of incidents and problems including prioritization and escalation to relevant groups when appropriate, root cause analysis of all problems with follow-through to resolution. - Perform disaster recovery testing annual.- Execute application releases and deployments on production.• Detected over 30 application errors and work with devops team until implementing the solutions on production.

► Responsible for SAP Basis projects (end to end installation of new SAP systems, installation/upgrade of support package, add-ons, kernel, HANA 2.0 upgrades, systems refreshes, systems decommission. ► Provide post go-live support for the new SAP systems until the stabilization phase is completed. ► Apply agile expertise leveraging the Jira toolset.► Perform the appropriate knowledge transfer to the SAP production team.● Build, configure and stabilize 3 SAP MII (Manufacturing Integration & Intelligence) systems for the global multi-instance project for the APAC region (Japan & China), delivered within the deadlines defined by the business successfully.

► Manage incidents, problems and changes daily based on ITIL best practices.► Update SAP systems and ensure proper implementation of support packages, client copies, SAP notes, add-ons, transports (stms, charm), monitoring, enhancements, profile maintenance and connectivity (RFC) for the different SAP environments (DEV, QA, UAT, TR, PRD). ► Perform daily health checks and tuning based on performance.► Provide advice to other functional teams in the company. ► Validate and implement the recommendations of the EWA (Early Watch Alert) reports.► Responsible for the administration and management of SAP LaMa. ● Improve end-customer satisfaction by 40% and the response times for incident resolution by successfully transferring knowledge to other teams in the company that interact directly with SAP Basis.

► Provide SAP support globally by handling cases related to performance issues, locks, printers’ configuration, print queues, transport system, security and authorization, through the HP Service Manager tool where established SLAs had to be met. ► Installations and upgrades of SAP GUI 7.4, 7.5 and 7.6.● Promote and standardize the use of the Knowledge Management Module in the GSCs (Global Service Centers) to organize documentation, FAQs, and other information in easily accessible formats for internal customers.

► Manage the prepaid services platform for Costa Rica (Tecnomen - Tecnotree). ► Troubleshoot failures and incidents through tickets via Qflow.► Monitor and make improvements in prepaid services such as: calls, sms, gprs, content providers, hybrid clients.► Set up bonuses and promotions as requested by the marketing department. ► Implement new SOX controls and reports for internal/external audits.● Automate the generation and sending of daily, weekly, and monthly reports required by the revenue assurance and audit department.

► Be the main contact for any problem related to SAP Basis support for the FIFCO customer; system slowdowns, locks, printing failures, security, maintenance, reboots, etc. ► Involved in SAP Security Administration & Authorization including activity groups, profile generator (PFCG) and central user administration (CUA).► Support, monitoring and application of performance management, printing, support packages and kernel updates.► Scheduled jobs in background to for housekeeping purposes as well as increase printer spool requests.► Oncall 24x7.

► Responsible for the administration, control, management, coordination, and follow-up of all infrastructure changes within FIFCO's data center.► Ensure effective communication between all service towers: wintel, hpux, database, backup and restore, SAP and networks.● Achieve a 35% reduction of incidents in the different platforms and therefore the impact on the customer, reinforcing and ensuring compliance with the change management process by all teams involved.

► Monitoring of servers, routers, network switches, backup & restore library physically in the data center.► Administrator of the wintel and hpux servers for Florida Ice & Farm. ► Microsoft Exchange 2007 Administrator (local and cloud).► Microsoft Active Directory Manager for FIFCO.● Achieve the orderly, controlled and non-impactful migration of 1300 mail accounts from the on-premises Exchange server to BPOS (Business Productivity Online Suite) and then transition to Microsoft Office 365 for Florida Ice & Farm.● Achieve the optimization of the physical resources of the servers through the analysis and study of the applications according to the client's schedule and needs according to their production.