Eduardo Ramirez Email & Phone Number

Costa Rica

Senior Scrum Master with a proven track record of guiding teams to success in agile software development environments. Skilled in facilitating effective communication, removing impediments, and fostering a collaborative team culture. Proficient in applying Scrum methodologies to deliver high-quality products on time and within budget according to the ART and business OKRs.Managed Azure SSO implementation for 45+ applications as a Project Manager, leading the transition to modern authentication methods. Ensured continuous integration and deployment across various environments. Demonstrated strong communication skills, fostering positive relationships with internal stakeholders. Proactive, adaptable, and solution-oriented, with a focus on problem-solving.Configured software for business process enablement, leveraging robust business context and relationship knowledge. Implemented domain-specific processes and requirements to support business and IT initiatives. Configured workflows within specific platforms to align with business processes. Evaluated existing tools, assessed capabilities, and tailored solutions to meet business process requirements. Provided translations of processes to specific capabilities within architectural guidelines.

Belen, Heredia

I oversee operation scheduling and configurations, including team schedules, calendars, shifts, and holiday coverage. As the point of contact for team and customer escalations, I ensure operational goals are met and handle reporting and indicators. I conduct indicator reviews with both team members and management. Additionally, I collaborate with a global team of Systems Analysts and developers to devise innovative solutions for Supply Chain IT challenges.In my role as a P2P SAP System Analyst, I analyze and troubleshoot system issues for Supply Chain users, documenting process/system changes and creating troubleshooting guides. I identify and analyze potential enhancement opportunities for existing applications, working on production issues and participating in projects alongside other Analysts and Developers. I translate client requirements into technical terms, advise clients on resource requirements, scope, budgets, and timing, and coordinate testing of newly developed or enhanced applications between the business and development teams.

Costa Rica

As the manager overseeing Source, Purchasing, and Supplier business needs, I provide daily training and coaching to Level 1 Agents while conducting problem management to enhance KPI performance. I spearheaded Agile implementation in the TAC, obtaining certification as a Scrum Master.With a broad understanding of various departments including Accounts Payable, Purchasing Services, and Supplier Presence Site, as well as technical expertise in areas such as Indirect Materials, Direct Materials, Factory Materials, and MQCS, I lead high-level escalations related to applications/systems within Source, Purchasing, and Supplier, ensuring compliance with service level agreements and delivering exceptional customer service.I bring extensive SAP proficiency, offering both functional and technical expertise to effectively address client needs and translate them into actionable solutions. Experienced in providing motivation, guidance, and up-to-date SAP consultancy services, I excel in delivering value to both colleagues and clients alike.

As a Team Lead in Purchasing and Supplier Services contracted to Intel, I orchestrated incoming and outgoing calls, as well as email responses, among agents to ensure timely communication. My focus was on maintaining client satisfaction and handling challenging situations by fostering strong communication and relationships with various departments, managers, supervisors, and employees.

Costa Rica

Incident management: Making sure the L1 agents complied with Quality, handling products and/or calls.Op Center Analyst: Serving as the primary contact for high-priority/critical issues involving Networking, Windows, and Unix Servers. This role involved swift actions in instances where products were not meeting required conditions, impacting numerous users. Urgent coordination was necessary with application and server owners, while keeping affected customers informed.

Incident Management (OpCenter Analyst & Incident Life Cycle coordinator)Incident Management: Oversaw L1 agents to ensure compliance with quality standards in handling products and calls. Served as the primary contact for high-priority/critical issues concerning Networking, Windows, and Unix Servers. This role entailed prompt actions in cases where products did not meet required conditions, impacting numerous users. Required urgent coordination with application and server owners, while keeping affected customers informed.