Luis Mora Email & Phone Number

Costa Rica

San Pedro

Testing and Quality Assurance for VUCE 2.0 system technical notes in Procomer.Responsibilities:- Requirements review and gathering.- Technical Notes test and progress tracking in Team Foundation Manager.- Time tracking.- Defects gathering.- Test and defects progress reports.

Ultra Park II, Lagunilla De Heredia, Costa Rica

• Test Manager, Change Manager and Transport Manager for a wide variety of IT Projects administered by DXC for Procter & Gamble in the Global Delivery Americas group.Responsibilities
• To manage the creation and maintenance of the project, test cases and users in the test tracking tool (ALM or Panaya).
• To create and approve the Test Plan, Verification Strategy and Checklist documentation.
• To create, follow up and consolidate the Test Cases provided by the different rows in scope of the project.
• To provide training to the Key Users and technical teams in the proper use and progress tracking of the test cases and defects in the test tracking tool.
• Validate and assign defects to the corresponding technical teams.

Ultra Park II, Lagunilla De Heredia, Costa Rica

• Test Manager, Change Manager and Transport Manager for a wide variety of IT Projects administered by DXC for Procter & Gamble in the Global Delivery Americas group.Responsibilities
• To manage the creation and maintenance of the project, test cases and users in the test tracking tool (ALM or Panaya).
• To create and approve the Test Plan, Verification Strategy and Checklist documentation.
• To create, follow up and consolidate the Test Cases provided by the different rows in scope of the project.
• To provide training to the Key Users and technical teams in the proper use and progress tracking of the test cases and defects in the test tracking tool.
• Validate and assign defects to the corresponding technical teams.

Ultra Park II, Lagunilla De Heredia, Costa Rica

• Project Manager Technical Lead as part of the SAP AP FSS (Accounts Payable / Financial Solutions Services) eSolutions Team in the Apps Services Global Delivery group for Procter & Gamble working on Wave 2 of the Travel.
• Technical Project Manager for Wave 2 (50+ countries)
• To serve as liaison between the different technical teams in the project.
• Ensure the proper functionality of the new system which was supported by personnel from different companies.
• Coordinate the implementation of the technical developments requested by the client and ensure the proper functionality of the same across multiple teams.
• Coordinate the resolution of defects before implementation with the different technical teams and companies involved in the project.Other contributions

Forum I, Santa Ana, San Jose, Costa Rica

• Project Manager Technical Lead as part of the SAP AP FSS (Accounts Payable / Financial Solutions Services) eSolutions Team in the Apps Services Global Delivery group for Procter & Gamble working on Wave 2 of the Travel.
• Technical Project Manager for Wave 2 (50+ countries)
• To serve as liaison between the different technical teams in the project.
• Ensure the proper functionality of the new system which was supported by personnel from different companies.
• Coordinate the implementation of the technical developments requested by the client and ensure the proper functionality of the same across multiple teams.
• Coordinate the resolution of defects before implementation with the different technical teams and companies involved in the project.Other contributions

Forum I, Santa Ana, San Jose, Costa Rica

• Project Technical Lead (PTL) as part of the SAP AP FSS (Accounts Payable / Financial Solutions Services) eSolutions Team in the Apps Services Global Delivery group for Procter & Gamble working on Wave 1 of the Travel.
• Project Technical Lead for Wave 1 (13 countries) after implementation.
• Managed the resolution of defects/incidents pending of resolution from the different technical teams in the project from various companies (HP, IBM, Infosys, etc.)
• Ensure the proper functionality of the new system which was supported by personnel from different companies in various countries.
• Coordinate the implementation of the technical developments requested by the client and ensure the proper functionality of the system across multiple teams.Other contributions
• Incident management in production after implementation of Wave 1 was completed before the Kick off for Wave 2.

Forum I, Santa Ana, San Jose, Costa Rica

• Application Owner for APLoad solution designed to receive requests for products, create and receive the corresponding invoices from customers and suppliers, process the payments made/received and to complete the 3 way.
• To ensure the proper functionality of the system components coordinating with the different teams that provided the support (EDI connections, PI mapping, SAP Global boxes, etc.).
• Maintenance of distribution lists and the jobs scheduled for processing the incoming data.
• 3rd level incident resolution providing training to Service Management (SM) when required.
• Change management for fixes and new implementations/improvements for the tool.
• E2E training for 1st and 2nd level (SM) support teams every 6 months and for new features/modifications to the system/process before implementation takes place.

Forum I, Santa Ana, San Jose, Costa Rica

Joined the Apps Services Global Delivery Team for the P&G account as part of the SAP AP FSS (Accounts Payable / Financial Solutions Services) Treasury Banking group, providing technical support for the ongoing projects.

Forum I, Santa Ana, San Jose, Costa Rica

• Americas Technical Team Lead for the Americas Support Center (ASC) for Procter & Gamble.12 SME direct reports and 15+ additional shared technical resources supporting 100+ 1st level agents.Responsibilities
• To coordinate initiatives, projects and support training sessions with the EMEA and Asia Team Leads reporting to the Global Technical Team Lead.
• Provide status reports and to represent the Technical Team during the weekly meetings with the AMER ASC Leadership Team.
• Look for ways to continuously improve the service provided to the 1st level agents.
• To coordinate with specialized technical team leads for knowledge sharing and career opportunities for the team members.
• Part of the Business Continuity Plan (BCP) group.

Forum I, Santa Ana, San Jose, Costa Rica

• Senior technical agent for the 2nd level Support Team for the Americas Support Center (ASC) supporting the Procter & Gamble account. Originally a 5 members team supporting 100+ 1st level agents with complex problems.
• Support for multiple 1st level agents at the same time via Chat and on the phone (often up to 10 chats simultaneously).
• To provide prompt and accurate solutions to complex IT related problems for 1st level agents to understand and explain the problem and resolution correctly to the final customers (P&G employees).
• To follow up and support agents with more than 20 minutes in a call if needed.
• To complete a tracking sheet with the details of the support provided to the 1st level agents for reporting and statistics purposes.
• To generate a monthly report with top performers in the SME team and statistics regarding the agents and the technical areas where improvement is needed.

Forum I, Santa Ana, San Jose, Costa Rica

1st level Technical Support Analyst for the Procter & Gamble (P&G) account in the LAN3 area. In addition to this, I was the SPOC for SAP and Special Applications support for the LAN department.

Forum I, Santa Ana, San Jose, Costa Rica

1st level Technical Support Analyst for HP assigned to the Procter & Gamble (P&G) account in the LAN3 area. 3 months on the role, I was appointed as SPOC for SAP and Special Applications support due to exceptional performance and resourcefulness to resolve problems for uncommon supported applications.

San Jose, Costa Rica

Bill of Lading Quality Control for Central America's region.

Associate'S Degree, Information Technology Project Management, Certificate

Project 2013 under the PMI standard. Duration: 24 hours (3 months).

Associate'S Degree, Project Management, Diplomaed

Project Management Institute (PMI) Costa Rican registered education provider (PM 360) delivered the PMBok contents. 'Diplomaed in Project.

Bach. Systems Engineering, Information Technology, Bachelor

Activities and Societies: The World Association of Universities and Colleges (WAUC) Associated to CONESUP.Bachelor in Systems Engineering

Associate'S Degree, Fast Typing - Technology Area

Activities and Societies: Fast typing184 hours Public Education Ministry program.