Jens M. Sánchez Email & Phone Number

Costa Rica

Lead, develop, and support software upgrades, script enhancements, and recommendations to enhance efficiency, security, and stability.Develop automation using Ansible, Git, and Jenkins for continuous integration of application deployment and release.Provide support to teams and applications for exchanging business data via Credit Bureau and customized external interfaces.Resolve detected security vulnerabilities through script automation.Standardize and improve current processes and future implementations.

Costa Rica

Responsible for documentation, deployment and troubleshooting of the complete IT Windows environment including, but not limited to: W2K3/8, Active Directory, backup solutions (Netbackup), Acronis, VMware, Virtual Centre, MSTSC, ILO, IIS, Tomcat, MSSQL, SCCM, SSL, Clustering, HP Server support, SIM, Bladelogic, AV, etc.

Costa Rica

Successfully manage internal projects of diverse complexity and scope, including requirements, resources, account/client interactions, and project deliverables. Handle large and complex projects spanning single or multiple regions, ensuring high-risk projects are executed flawlessly.Ensure project deliverables are met or exceeded within approved budgets. Consistently meet project deadlines and provide reliable forecasts to Management. Create comprehensive documentation in fluent English for management, account/client, and deliverables.Skillfully manage relationships with upper-level stakeholders. Develop and maintain strong connections with key decision-makers, ensuring effective communication and alignment throughout the project lifecycle.Lead and manage a diverse project team, including internal and external resources from multiple countries. Foster a collaborative and supportive environment, mentoring team members and encouraging their professional development. Provide detailed performance review input to recognize and enhance team performance.Participate in the detailed design of sponsors' high-level concepts, translating them into actionable project plans. Contribute valuable insights and expertise to shape the project's strategic direction and ensure alignment with organizational goals.Collaborate directly with Account Delivery Managers across multiple countries, such as Brazil, USA, Canada, and Europe. Facilitate seamless coordination and communication between project teams, ensuring successful delivery on a global scale.Involved in the migration of HP clients from legacy support tools to the new standard workflow and operations tool. Play a vital role in the implementation and adoption of efficient and streamlined processes, enhancing productivity and delivering superior customer experiences.

Costa Rica

Oversee and lead a large platform security team, ensuring high-quality delivery services through effective incident, escalation, problem, and change management processes. Monitor and maintain customers' Service Level Objectives (SLO) and Service Level Agreements (SLA).Coach and mentor team members, fostering their professional growth and development. Recruit, hire, and train staff, actively participating in staffing decisions. Maintain a high standard of conduct among team members and promote a culture of collaboration and excellence.Ensure adherence to security compliance processes, both internally and for supported clients. Conduct security auditing and assessments to identify and address potential vulnerabilities. Take ownership of Security Verification Reports for all supported platforms, including S390, AS400, NonStop, Unix, Windows, Base24, and Net24.Serve as a technical resource for escalations across all supported platforms, including S390, AS400, and NonStop. Manage access control and account management in a multi-platform environment, ensuring proper security protocols are in place.Accountable to the Global Information Security Manager for delivering services in accordance with SLAs. Maintain strong relationships with customers, ensuring service is rendered in strict compliance with customer documentation.Analyze Key Performance Indicators (KPIs) and metrics to monitor and maintain delivery performance. Drive escalations through the appropriate remediation path. Take ownership of SSL certificate renewal and creation for bank's webservers as the first point of contact.Assume accountability for SLA/SLO delivery, managing scheduling adherence, punctuality, and performance conversations. Initiate remediation processes for work-related issues within the team. Provide technical coaching and training for new hires, ensuring a skilled and capable workforce.

Costa Rica

Provide coaching and guidance to a team of 35 employees, ensuring high-quality delivery services through effective incident, escalation, problem, and change management. Enforce a standard business code of conduct among team members to promote a professional and productive work environment.Accountable for delivering services in strict compliance with Service Level Agreements (SLAs) and Service Level Objectives (SLOs). Monitor customers' SLAs and SLOs, taking necessary actions to maintain compliance and meet or exceed expectations.Recruit, hire, and train staff, actively participating in staffing decisions. Manage work schedules, resolve conflicts, and mentor Shift Managers' team. Foster a positive and collaborative work culture, ensuring team members are equipped with the necessary skills and resources to succeed.Act as the focal point for accounts transition delivery in the Global Center Central America. Serve as the Single Point of Contact for shift and tower escalations. Manage multiple tasks with different global dependencies, coordinating seamless transitions for customers.Develop and implement medium-sized projects, ensuring timely delivery within allocated time frames and effort. Collaborate with cross-functional teams to drive successful project outcomes and improve operational efficiency.Analyze Key Performance Indicators (KPIs) and metrics to maintain delivery performance. Take proactive measures to address performance gaps and optimize service delivery. Utilize HP DataProtector Backup and restore application management to ensure effective backup and restore processes.Highlight notable achievements, such as actively collaborating in the ramp-up for the Global Delivery Center Costa Rica start-up, serving as the Delivery Point of Contact for global customer transitions, and actively participating in projects like Run Book Automation implementation and Business Continuity Plan development.

Costa Rica

Deliver high-quality service by effectively managing incidents and tickets, ensuring timely resolution and customer satisfaction. Provide technical support for all hardware and software installed in the client's data center.Serve as an administrator for Windows 2003 and 2008 Active Directory, implementing Group Policy Objects (GPO), managing organizational units (OU), groups, and end-user administration. Handle IIS 6.0 and IIS 7.0 administration, as well as ISA and TMG administration.Manage DHCP, DNS, and file server administration to ensure smooth network operations. Administer PFSense VPN application, Symantec Norton corporate AV, Apache Web server, ESX and Hyper-V servers (physical and virtual instances), and Switchbox and Elastix PBX software.Maintain and administer Citrix Metaframe XP farm, enabling efficient delivery of virtual desktops and applications. Implement and administer MS SharePoint 2007 farm, supporting collaboration and document management.Take responsibility for server building, ensuring proper installation and testing of applications. Execute data center support tasks, including hands-on support for hardware, network maintenance, and port management.Perform monitoring activities for various systems, such as CISCO PIX and ASA firewalls for incoming connections, and Juniper Load balancers for performance and incoming connections. Proactively address issues to maintain network security and performance.Maintain accurate documentation of system configurations, troubleshooting steps, and resolutions. Provide regular reports on incidents, service levels, and system performance to stakeholders

Costa Rica

Provide guidance and coaching to a team of 7 on-site support members, fostering their professional growth and ensuring high-quality service delivery. Promote a positive work environment that encourages collaboration and continuous improvement.Deliver exceptional service by effectively managing incidents and tickets, ensuring timely resolution and customer satisfaction. Act as the first point of contact for escalations and monitor the department's compliance with Service Level Agreements (SLAs).Develop and implement medium-sized projects related to the company's IT infrastructure, driving successful outcomes and improving operational efficiency. Collaborate with cross-functional teams to ensure project success.Assume responsibility for IT operations at the Costa Rica site, overseeing the day-to-day activities and ensuring smooth functioning of IT services. Proactively identify areas for improvement and implement necessary changes to optimize operations.Review, assign, and coordinate support incidents requested by team leads and higher management. Prioritize and allocate resources effectively to address incidents promptly and efficiently.Ensure that services are rendered to the company base in strict compliance with defined procedures. Implement and enforce standardized processes and best practices to maintain high-quality service delivery.Facilitate the hiring process for new technicians and help desk contributors. Participate in candidate selection, conduct interviews, and provide input to ensure the recruitment of qualified and capable IT professionals.

Costa Rica

Provide second level support for Intel customers, specializing in troubleshooting and resolving issues related to Intel motherboards and server boards. Utilize technical expertise to deliver prompt and effective solutions.Coach and mentor other team members to enhance their technical skills and customer service capabilities. Share knowledge and best practices to foster a collaborative and high-performing team environment.Deliver exceptional service by adhering to defined company standards and procedures. Ensure that customer inquiries and issues are addressed with professionalism, accuracy, and efficiency, maintaining a high level of customer satisfaction.Monitor and ensure compliance with Service Level Agreements (SLAs) to meet or exceed customer expectations. Proactively address any potential SLA breaches and implement corrective actions as needed.Provide technical support for Toshiba products, collaborating with customers located worldwide. Demonstrate strong product knowledge and troubleshooting skills to resolve customer inquiries and issues effectively.Handle and close customer cases generated through the ICIM and Siebel database. Utilize these systems to accurately track and document customer interactions, ensuring timely case resolution and customer satisfaction.Stay updated with the latest technology trends and product developments in the industry. Proactively seek opportunities for professional growth and skill enhancement to provide the best possible support to customers.

Electronics Teaching Degree, Teacher

Computer Science, Full Stack Web Development Certification

Bachelor’S Degree, Electronics Engineering, Engineer

Electronics, Electronics Engineering

Completed

Education record