Supervisor overseeing the daily operation of web content production team with 10 direct reportsOur scope is 218 countries and approximately 14000 URLs'Main tasks• Work with cross-functional and worldwide teams to provide content management support.• Coordinate weekly releases to the production environment. • Drive quarterly performance reviews.• Provide coaching and feedback for the team members to grow in the opportunity areas.• Create work instructions and… Show more Supervisor overseeing the daily operation of web content production team with 10 direct reportsOur scope is 218 countries and approximately 14000 URLs'Main tasks• Work with cross-functional and worldwide teams to provide content management support.• Coordinate weekly releases to the production environment. • Drive quarterly performance reviews.• Provide coaching and feedback for the team members to grow in the opportunity areas.• Create work instructions and process documentation.• Coordinate employee onboarding and offboarding.• Create and maintain Jira customized dashboards.• Participate in Root cause analysis sessions. Show less

Digital product specialist, supporting product owners and customer service centers with the creation and maintenance of product documentation such as user guides, reference manuals, job aids, SOP, and others.• Worked on transactional flow to identify gaps in the customer journey.• Process mapping for product documentation.

 Outage program business lead for the Networking portfolio with 2000 products under the scope. Accountable of weekly reporting of outage metrics such as Outage Event Rate, Outage Average Duration and Availability, process changes and deep dive investigation, Implementation of new outage definition for software and hardware products. New product introduction to the Quality process during FY16 and FY17. Engagement with R&D engineers to keep the metric under control. Yearly target forecasting for… Show more  Outage program business lead for the Networking portfolio with 2000 products under the scope. Accountable of weekly reporting of outage metrics such as Outage Event Rate, Outage Average Duration and Availability, process changes and deep dive investigation, Implementation of new outage definition for software and hardware products. New product introduction to the Quality process during FY16 and FY17. Engagement with R&D engineers to keep the metric under control. Yearly target forecasting for each quarter of the fiscal year. Collaboration with business intelligence on testing and validation of new tools and systems used on the outage validation process. Global Weekly Networking Quality forum lead. Drive weekly quality reviews for the different Networking product portfolios with participation of all the stakeholders and contributors of the End to End product life cycle such as Supply Chain, Engineering, Research Lab, Customer Relations, Business Escalations and Tech Support. Rapid feedback program lead for Networking: rapid feedback is a program to identify and resolve quality issues rapidly on new released product as them ramps up to Prioritize, drive and report status of issue Root Cause Analysis and Closed Loop Corrective Action. Participated on 84xx product series launch. Networking product details master library owner: monthly maintenance of networking portfolio details containing 8500 SKUs’ approximately (sales price, lab, warranty type, product category, product hierarchy, first availability date, expected obsolete date, etc.) Quarterly updates for senior management on different KPIs’ Cost avoidance projects master file maintenance Show less

 America’s regional project manager for case logging software implementation. Used PMI and ITIL methodology to successfully deploy a software where customer’s cases were handled from an end to end prospective. This software came to replace the old system due to HP requirements, 1900 users were under scope and distributed across United States, Canada, Mexico, Brazil and Costa Rica. America’s regional project lead for address format standardization software implementation. With 21 countries… Show more  America’s regional project manager for case logging software implementation. Used PMI and ITIL methodology to successfully deploy a software where customer’s cases were handled from an end to end prospective. This software came to replace the old system due to HP requirements, 1900 users were under scope and distributed across United States, Canada, Mexico, Brazil and Costa Rica. America’s regional project lead for address format standardization software implementation. With 21 countries and 1300 users under scope, this project consisted on collecting local address requirement for each country in order to standardize the address format to reduce mistakes created by invalid addresses causing parts delivery and engineer onsite visits delays. Latin American project lead for Quality improvement program deployment for Spanish business hub (Costa Rica and Mexico). Implement a quality monitoring program for the Spanish support call center in Costa Rica and Mexico. With 150 employees under scope, this project consisted in collecting the critical to quality business aspects, develop an evaluation scorecard, training material, spreading the knowledge and go live of quality monitoring.  Costa Rica’s Business Continuity lead. Prepare actions for business interruptions events Costa Rica’s performance management program lead. Scorecard design and consistent performance measurement to support business strategies. Coordinate quarterly scorecard revision, system maintenance, bonus payout process. Lead and coordinate the onboarding process of new hires (tools, access, equipment, and training). Coordinate the yearly building maintenance shut down business continuity ± 300 users. Coordinate asset management program to comply with the Free zone requirements.  Coordinate floor maps and work space management ±750 stations. Coordinate purchases planning according the budget. Show less

 Point of contact between customer support center and product engineering division. Analyze new product performance and review the issues with product engineers and quality program managers. Coordinate service advisory, action plans and technical update distribution within the tech support teams. Provide phone technical support for HP printing and scanning products

 Customer profile management to comply with national regulations.