Luis Richmond Fonseca Email & Phone Number

San Jose, Costa Rica

Responsible for the adaptation, configuration and implementation of the ERP Integrated FinancialAdministration and Human Resources System project, which is part of the program of the Digital FinanceProject of the Ministry of Finance of the Government of Costa Rica. This ERP will support 248 stateinstitutions and 9100 payment and revenue management entities. It will also support 15,000 operational users and 50,000 users through the portals. Lead a group of 15 experts in technology… Show more Responsible for the adaptation, configuration and implementation of the ERP Integrated FinancialAdministration and Human Resources System project, which is part of the program of the Digital FinanceProject of the Ministry of Finance of the Government of Costa Rica. This ERP will support 248 stateinstitutions and 9100 payment and revenue management entities. It will also support 15,000 operational users and 50,000 users through the portals. Lead a group of 15 experts in technology, change management, training, digital transformation, and organizational alignment. Show less

Escazú, San Jose, Costa Rica

Procurement of alarm control equipment and software for oil storage plant at the Gulf Coast site in Houston. Management of team of specialist engineers responsible for equipment installation and configuration

Costa Rica

Lead the physical and logical migration project of the National Bank of Costa Rica´s Data Center (technical leader accountability) to a new Data Center. The project includes transfer of approximately 1,200 equipment, including servers, network equipment, storage, backup and recovery, on platforms such as VxBlock, Libra, Power 8, Vmax, Unity, Synergy, and Vplex, among others. Additionally, the planning of 170 applications migration.

San Jose, Costa Rica

• Designed and executed technological projects aimed to organization digital transformation.• Participate as a technical leader for ERP implementation project (Exactus), which allowed loweringoperating/processing times in the finance and sales areas by more than 80%.• Oversee the IT Asset Management process for one of our biggest clients, recommending, and maintaining processes and procedures applying ITIL best practices. Design contingency plan and led the migration on premise… Show more • Designed and executed technological projects aimed to organization digital transformation.• Participate as a technical leader for ERP implementation project (Exactus), which allowed loweringoperating/processing times in the finance and sales areas by more than 80%.• Oversee the IT Asset Management process for one of our biggest clients, recommending, and maintaining processes and procedures applying ITIL best practices. Design contingency plan and led the migration on premise servers to the AWS cloud as part of the plan.Designed and managed Contact Center implementation project, which allowed improving customer service, pre-sale, and post-sale services. Directed the implementation of CRM to support the Contact Center, managing to reduce customer service times by more than 50%. Drive the development project of the Asset Management platform with which we won a contract of 1.2 million dollars per year. Reduced the costs of telephony and internet contracts by 45% through negotiating prices and rates, while guaranteeing the continuation and improvements of services.Managed the design and execution of the electronic billing automation project for the accounts payable process, reducing the times from 75 hours per week to 1 hour. Designed and executed the PBX migration project "on premise" to the cloud, which allowed to reduce the monthly cost of telephony by 25%.Led the project to migrate Nicaragua operation to M365 allowing centralized administration from the Costa Rica office, reducing costs for local support. Show less

Lindora, Santa Ana

• Boosted sales scope to the total population with the implementation of the electronic commerce solution, transforming unique focus APP to a everyone spread platform.• Conceptualized the contingency plan to protect the TI services in case disaster event.• Saved the annual licensing payment by 20%, consolidating the requirements of all group companies• Fulfilled the migration on premise servers to the Azure cloud reaching reduced processing time in more than 50%.• Lead the… Show more • Boosted sales scope to the total population with the implementation of the electronic commerce solution, transforming unique focus APP to a everyone spread platform.• Conceptualized the contingency plan to protect the TI services in case disaster event.• Saved the annual licensing payment by 20%, consolidating the requirements of all group companies• Fulfilled the migration on premise servers to the Azure cloud reaching reduced processing time in more than 50%.• Lead the implementation of the Teams platform as a corporate communication means for all companies, facilitating communication between users in the face of the Covid-19 emergency. This allowed savings estimated at $ 2000 per month.• Slashed vendors contracts costs 30% by negotiating pricing and fees, while ensuring the continuation and enhancements of services.• Created and managed IT budget in the amount of $ 1m, obtaining 98% compliance.• Expedited Help Desk implementation to managing to lower the response times of requirements by 70%.• Achieved 70% reduce of incidents related to user laptops implementing a leasing to renovation.• Conceptualized and spearheaded a new develop initiative that united engineers, designers and writers, reducing time in financial process (electronic invoicing, taxes, purchase orders, transfers and payments) from 5 day to 3 hours. Show less

Avenida Escazu, Costa Rica

• Managed the annual budget of IT area for the acquisition of infrastructure, software, licensing, contracts and guarantees for $ 550k.• Directed IT governance by aligning information and communication technologies with the Service Center strategy. Through this effort, the use of technology in each of the departments was improved by gaining more productivity.• Developed IT strategic planning processes through formulation, direction and control of projects, definition of policies… Show more • Managed the annual budget of IT area for the acquisition of infrastructure, software, licensing, contracts and guarantees for $ 550k.• Directed IT governance by aligning information and communication technologies with the Service Center strategy. Through this effort, the use of technology in each of the departments was improved by gaining more productivity.• Developed IT strategic planning processes through formulation, direction and control of projects, definition of policies and information security standards, aligning these to corporate practices and user expectations.• Lead the initiative to reduce IT infrastructure costs by approximately $ 200k.• Formulated proposals for infrastructure improvements to have high availability and redundancy of critical services by negotiation new services (infra and telecom).• Structured the local IT support service, through the establishment of service policies, planning, monitoring and evaluating the results of the work and with the support of the Service Desk we achieved to lower the requirements response times by 70%.• Lead the implementation of a virtual Call Center that allowed the Accounts Receivable department to control the collection operation in US and Canada, which allowed to have more accurate information for decision-making processes.• Initiated the focus team in charge of defining improvements in SAP, this allowed the standardization of processes in different departments.• Put into effect a control system for entry and exit of fixed assets to comply with customs regulations, moving from a manual to an automated system. This allowed a more efficient control minimizing the risk of equipment loss.• Participated along with the management team in the definition and implementation of the operational policies of the Service Center.• Directed the restyling building project and optimization site infrastructure and ensure all site infrastructure compliance. Show less

San José, San José, Costa Rica

• Coordinated the implementation of technological projects required by FEMSA in Central America and Mexico through local IT managers providing advice and ensuring compliance with the requirements according to the standard established.• In charge of the server’s infrastructure migration to a virtual platform using blade platform. This allowed to reduce the processing times in the databases (queries, reports) by 75%.• Implemented the Handhelds Remote Download system using mobile telephony… Show more • Coordinated the implementation of technological projects required by FEMSA in Central America and Mexico through local IT managers providing advice and ensuring compliance with the requirements according to the standard established.• In charge of the server’s infrastructure migration to a virtual platform using blade platform. This allowed to reduce the processing times in the databases (queries, reports) by 75%.• Implemented the Handhelds Remote Download system using mobile telephony solutions for the loading and unloading of sales information and charges of the route agents, achieving an annual fuel savings estimated at $ 100k. Show less

San Pedro, Costa Rica

• Identified and introduced improvements in Incident and Problem Management procedures based on ITIL standards.• Implemented a new incident reporting procedure using alert templates and updates. This new procedure was implemented at local and regional level, which allowed to standardize communications, achieve better coordination among specialists and minimize resolution times.• In charge of high impact incidents and crises in 24x7 time windows to restore the normal operation of the… Show more • Identified and introduced improvements in Incident and Problem Management procedures based on ITIL standards.• Implemented a new incident reporting procedure using alert templates and updates. This new procedure was implemented at local and regional level, which allowed to standardize communications, achieve better coordination among specialists and minimize resolution times.• In charge of high impact incidents and crises in 24x7 time windows to restore the normal operation of the systems in the shortest possible time. Later performed the root cause analysis to implement preventive actions. Show less

Belén, Heredia, Costa Rica

• Ensure the correct operation of the Control Stations (more than 400 teams) by implementing preventive and corrective actions to guarantee the quality of the processors.• Executed support and maintenance programs for robots testing, managing to maintain the level of incidences below the average.• Lead the search for high-impact crisis solutions in the guard mode (ITIL incident management) to restore the normal operation of the systems and provide detail of the root cause… Show more • Ensure the correct operation of the Control Stations (more than 400 teams) by implementing preventive and corrective actions to guarantee the quality of the processors.• Executed support and maintenance programs for robots testing, managing to maintain the level of incidences below the average.• Lead the search for high-impact crisis solutions in the guard mode (ITIL incident management) to restore the normal operation of the systems and provide detail of the root cause analysis.• Presented to the Advisory Board of Changes (CAB ITIL), initiatives to make improvements in the control applications for the robots, which resulted in the implementation of a system for continuous improvements in the processes.• Identified improvements in the process of loading processors in the robots. These improvements were applied to the control software achieving lower load times.• Lead the execution of Alpha and Beta tests of the new versions of robot control software in the testing laboratories of Intel in Arizona.• Participated in the Intel Station Controller Committee worldwide to share initiatives and process improvements.• Lead the CE program (copy exactly) that standardizes the use of equipment, applications and configurations in the process area of processors around the world, minimizing the incidence of errors in the results of the analyzes. Show less

Santa Ana, San José, Costa Rica

• Set up the IT room infrastructure and defined the guidelines to support the operation of the Costa Rica service center.• Implemented a project for fax flow control (RightFax software) allowing to process 100 thousand monthly faxes in an automated way.• Implemented the backup system for 400 workstations and 25 servers.• Facilitated the configuration of workstations by implementing the use of tools, reducing configuration times from 5 hours to 15… Show more • Set up the IT room infrastructure and defined the guidelines to support the operation of the Costa Rica service center.• Implemented a project for fax flow control (RightFax software) allowing to process 100 thousand monthly faxes in an automated way.• Implemented the backup system for 400 workstations and 25 servers.• Facilitated the configuration of workstations by implementing the use of tools, reducing configuration times from 5 hours to 15 minutes.• Managed the telephony infrastructure and implemented VoIP solutions that allowed lower costs for international calls.• Participated in the elaboration of the local Contingency Plan, ensuring the continuity of the operation. Show less

• Directed the structuring of the IT department through the alignment of information and communication technologies with the company's strategy. Also defined and managed the new technology services, infrastructure, applications, support, telecommunications, networks and email.• Developed the 1st and 2nd level support procedures by defining the criticality of the service level agreements and services.• Developed a production control system for the Costa Rica plant by automating… Show more • Directed the structuring of the IT department through the alignment of information and communication technologies with the company's strategy. Also defined and managed the new technology services, infrastructure, applications, support, telecommunications, networks and email.• Developed the 1st and 2nd level support procedures by defining the criticality of the service level agreements and services.• Developed a production control system for the Costa Rica plant by automating processes, allowing a precise control of the production chain. Show less

• Led the implementation project of technological solution for regional telecommunications through the installation of a satellite antenna, allowing redundancy in communications.• Led the project of changes in systems to face the Y2K.• Implemented the centralized service assistance system through a single Help Desk for Central America using Remedy application. This effort reduced the response time of the requirements and allowed to have a greater visibility.

Master'S Degree, Project Management

Bachelor'S Degree, Computer Science Engineering