Luis Infante Email & Phone Number

Alajuela, Cr

Costa Rica

Lead a Software Development Team on the planning, design and construction of trading software for US and Japan market. First I was handling the Web version platform and now I’m working on the creation of the newest TradeStation platform for trading.Main functions:• Lead the team on the creation of the newest TradeStation trading platform, ensuring quality, performance and time to market.• Deliver high value and quality to TradeStation customers through web trading solution• Work with business in order to define product strategy, combining business needs with technical requirements• Align the team to high performance levels• Mentor engineers for career and performance growth• Establish KPIs for high performance and high value delivery• Secure knowledge management of but solution in order to reduce single points of failure

Costa Rica

Plan and drive the execution of the strategy for the Tech Support team to ensure goals achievement through the KPIs, always ensuring a superb customer service. Collaborate in the definition of organizational strategies related to general Citrix Costa Rica office, coordinating with the leaders of the different groups. Define and oversee programs for promoting career progression, supporting a reduction in attrition. Define strategies to influence a customer-oriented mindset in the Tech Support organization.★ Achievements: • I managed to change the culture to Customer driven instead of Technical driven ✓ NPS of 72.3 for Select Customers and 86.2 for Priority for 2021– way above the general market ✓ Improved in 15% the NPS response rate ✓ Leveled up the case capacity in 33% for L1 support teams • Working with HR, we managed Citrix Costa Rica to be Best Place to Work in 2020 - #4 in IT segment and #13 in overall Costa Rica ✓ 2021 Citrix Costa Rica moved up to #3 in IT segment and #11 in overall country • Attrition reduced from 22% to 9.6% in my first year • I guided teams to move from fluctuating KPIs to a more consistent results-oriented track, through a focus on continuous improvement. • I created a change management culture – throughout a mentoring and coaching process, various managers were empowered and moved to a new level and also, we developed new managers from the Technical Teams, demonstrating a solid career progression.

Costa Rica

I managed a portfolio of 20+ operations/services directly in the U.S. market, with 100+ members in the organization, which supported 2 business units. Managed the Software Development Life Cycle (SDLC) for all projects assigned to my organization. Projects had to be within time, budget, scope and quality. Defined and implemented strategy for the Tech Support Teams, ensuring goals alignment. Defined and executed strategies for career progression to support retention and team development.★ Achievements: • 60% average of technical debt reduction • Through quality of service we increased in 100% the Managed Services offer out of Costa Rica • Certified CMMi level 3 the Software development teams • 30% reduction of product quality issues

Costa Rica

I managed a portfolio of 6 operations/services directly in the U.S. market, with 40+ members in the organization. My organization covered 1 business unit. Plan, oversee and execute strategy for Software Development, QA, Technical Support and Professional Services.★ Achievements:• At least 20% of increase in operations in Costa Rica through great performance and results of existing teams• I led the standardization of best practices for Software Development and Technical support teams✓ Processes were documented and simplified✓ KPIs for operational success were established✓ Continuous improvement efforts/projects were implemented, like Target Zero Defect

Costa Rica

Design and execute transition of Information Management Solutions (IMS) offshore service, that included Software Development, QA, Costumer Support and Load Production Support. Manage and Control IMS transitioned operations. Ensure equivalent or improved IMS service deliverables★ Achievements:• I successfully executed the transition of IMS services from U.S to Costa Rica within deadline, budget and scope. Team in U.S was completely removed, hence there was no backup after project completed.• Technical Support was to be provided 24/7, so a distributed team between Costa Rica and India – follow the sun model – was created.• 10% of savings in cost for the transition of the service

San José, Costa Rica

Define, manage and control all projects in the IT area. I also manage the Infrastructure that supports COINCA operation.IT Projects:- Define proper management for projects- Define scope, budget, schedule and resources for all projects- Oversee of all projectsInfrastructure:- Oversee all the Infrastructure that supports COINCA operations

Heredia, Costa Rica

Design end-to-end solutions for Customers that included the business and the technical sides of the solution. The role included the relationship management and also PMO management.★ Achievements:• I completed the Wells Fargo startup project, moving some of their operations to Costa Rica in offshore services mode. This operation grew to up 150+ resources• I worked with a consultant to define the BCP for Intertec, which was a requirement from the US Banking customer

Costa Rica

Managed the PMO that would design and execute all proposals for new and existing customers. The role included oversight of all projects executed, internal or external, ensuring performance and quality and also manage customer expectations.★ Achievements:• I led the creation of Engagement Process - design and implement all the processes involved in the management of new opportunities with customers. It involved all levels of the company• I designed the PMO Standardization - definition of all processes and best practices that would be used as part of the project management discipline in Intertec.I designed and led PMO for outsource model: definition of a model in order to provide PMO services to a multinational customer.

Costa Rica

Managed the Software Development practice to ensure solutions delivered on time, scope and budget. Role included the definition and implementation of the best practices to be used – which could vary depending on the customer and needs.★ Achievements:• I created from zero the Software Development Practice for Intertec hiring the very first individual. By the time I left the organization, this business unit was 120+ individuals• Mentored Development Managers and Technical leaders of Development Area• I completed Help Desk support for Intel operation landing: requirements evaluation, strategy design and project definition to deploy the operation in Costa Rica• These are the most remarkable Projects/Operations I led:✓ Shop Floor Control: system that would manage the orders through the different stages of the manufacturing plant. This software is used in multiple plants around the world✓ Forecasting tool: system that would control occupancy in the different hotels for a multinational hotels brand. ✓ Regulatory Affairs Management system: system for pharmaceutical company that would manage all the process for drug registration and license renewal in Latin-America and the Caribbean.

Costa Rica

Software developer for the inner tools platform. This is a company whose headquarters are on Atlanta, USA

Costa Rica

My position involved from development to project management, depending on the project we were working on.

Develop internal tools for use in the entire company. Examples: time track for operations, testing automation tool in distributed environments

Part of the Research & Development team exploring new technologies and supporting other departments.Created and supported online payment tools for financial entities.

Master'S Degree, Artificial Intelligence

Included the following content: - Introduction to Artificial Vision - Natural Language Processing (NLP), Machine Learning (ML) and Deep.

Master, Information Technology Administration

Master's degree on Project Management, using PMI standards/framework for IT projects

Master, Computing

Bachelor, Computing