Jonathan Zuniga Email & Phone Number

Costa Rica

• Responsible for directing the technical support operation for Costa Rica. In charge of managing several support teams including IBM Servers, IBM Storage, AIX OS, AS400, VMware, Cisco, Microsoft, Lenovo Servers, Red hat.• Overseeing and leading 7 technical support teams with 40+ engineers, 4 team managers.• Responsible for the repair service center including products like Lenovo, Dell, Toshiba.• Leading the planning and coordination of all operational activities, service levels and incidents.• Delivering excellent performance across all unit indicators, increasing the team´s productivity and billability for the last 2 years.• Identified and re-structured several improvement opportunities across the business, creating optimization and efficiency.

Costa Rica

• Managed and directed the technical support operation for Windows Premier and Professional customers. • Lead planning and coordination of all operational activities including management of service levels and problem escalation. • Responsible for ensuring proper management of ramp-up, staffing, coverage, KPIs. • Oversaw five technical support teams with 70+ engineers, 3 team managers and 5 SMEs. • In charge of weekly business reviews with client presenting performance reports. • Created new client process to categorize and measure customer´s dissatisfaction. • Implemented new strategies, internal processes and procedures to promote team efficiency. • Identified client's improvement opportunities and provided visibility for process optimization.

Costa Rica

• Responsible for providing worldwide metrics reporting and analytics to technical support teams.• Managed a team of 3 global Business Process Analysts responsible for worldwide business reporting.• Hosted recurrent performance reviews with Global function leaders to ensure solid understanding of facts, root causes and action plans.• Accountable for ensuring standard processes across all business functions in all regions. • Created implementation plan for new performance tools roll-out. • Accountable for providing analysis and insight across performance metrics (First Technical Contact, Customer satisfaction, backlog, case closure rate) to technical functional managers. • Responsible for worldwide staffing model to set appropriate headcount based on historical analysis of case volume. • Develop a recurrent reporting cadence of all Key Performance Indicators to be used by the business operations.

Costa Rica, Bulgaria, Vietnam, China, Malta.

• Oversaw day to day global operations of the company with representation in AMS, EMEA, and APJ.• Reporting to CEO and supporting global client’s relations.• Managed a team of 12 global managers with overall responsibility of +1200 indirect reports.• Coordinated the establishment of 2 new support centers in APJ region.• Oversaw outsourcing business operations including technical support, customer care and pre-sales support activities for a top 35 Fortune's company.• Responsible for driving the company to effectively achieve business goals and objectives.• Accountable for team strategy, employee engagement, customer satisfaction and performance management of operation.• Established global processes to enhance business activities generating operational efficiencies and cost reduction.

Costa Rica

• Provided leadership and management to the business daily operation.• Managed site's budget planning, administration, recruitment, training and performance management processes.• Managed a team of 15 managers and over 300 indirect reports.• Optimized site processes to ensure high team performance and stable KPI´s.• Reduced and controlled expenses by optimizing on-site work processes and labor costs.• Evaluated employee performance results, goal setting and developed improvement plans.• Defined employee functions and developed job descriptions.• Directed end-to-end process to build new support center for +500 Staff.• Promoted to Global operations manager.

Costa Rica

• Served as the primary POC for operational business relationship with outsourcing company.• Led the team (+150 staff) responsible for delivering software support of all HP software portfolios. • Worked with partners to quickly support customers impacted by high severity incidents• Engaged with product engineers and support delivery managers to ensure timely resolution of support issues.• Ensured optimum support delivery of 20+ product applications through in-depth product knowledge and operations’ resource utilization• Provided guidance and coordination in resolution of issues affecting customer's technical environments.• Built strong relationships with support management and partners to understand business needs and requirements to provide recommendations and improvements to processes and services.• Developed tracking of key metrics, KPIs and reports to manage and optimize team performance.• Managed customer’s escalations, engaging and coordinating resources with different business Units.

Costa Rica

• Improved quality assurance processes and practices.• Conducted investigations of customer's complaints.• Investigated incidences of staff non-compliance of procedures.• Assisted with the training and development of staff.• Prepared documentation for TSIA auditing process.• Ensured that internal and external audits were properly carried out.• Performed regular calibration meetings with staff to ensure standard understanding of processes.

Costa Rica

• Performed as software support engineer for products like Operations Manager for Unix/Windows/Linux.• Performed troubleshooting with advanced customers, providing strong knowledge of HP-UX, Linux and Solaris equipment and helping them with product installation and customization.• Performed as team leader attending manager’s needs during absence.• Engaged resources from different business units to provide accurate solutions.• Planning and coordinating shifts coverage, case handling and resource allocation.• Perfect customer service and quality performance obtaining the maximum qualification in 2 years in a row.

Costa Rica

• Technical support engineer for Industry standard servers division.• Experienced in technical troubleshooting, parts ordering and quality customer service.• Performed as specialist coordinating and authorizing visits from HP field engineers as well as authorizing expedited shipping of spare parts.• Performed training and mentoring of new staff members.• Managed customer escalations with critical SLAs.

Costa Rica

• Specialized in technical support of telephone lines, Internet connections and voicemail support.• Performed as Maintenance Administrator coordinating and authorizing visits from Bellsouth field engineers to customer’s premises.• Experienced in troubleshooting thoroughly and identify root causes of technical issues.