Costa Rica
I am an astute, meticulous, and transformational leader with extensive experience delivering optimized IT architecture and governance for large technology, marketing, and financial organizations. My expertise includes project management, process optimization, procedural standardization, strategic planning, cross-functional and multi-national collaboration, vendor relations and problem-solving. Adept at utilizing expertise, strategic mindset, and project management skills, I maximize system availability and augment network resilience. Leveraging strong communication, active listening, negotiation, and business acumen, I foster robust relationships with colleagues, stakeholders, vendors, and senior leadership, and optimize operational efficiency, renegotiate contracts, and gain buy-in for investment and positive change. Harnessing interpersonal skills, recruitment, onboarding, training, and mentoring with a commitment to fostering diverse, inclusive, and positive working environments, I build high-performance, motivated, and accountable teams that bolster organizational growth.
Founding Member and Member of Board of Directors for the Costa Rica Association of Cybersecurity Professionals
Leading cloud and contact center transformation programs that enhance business performance and customer/employee experience. I assess current-state platforms, applications, and operating models, then build ROI-driven business cases and roadmaps across public, private, and multi-cloud environments (IaaS/PaaS/SaaS). I oversee solution architecture and implementation—covering governance, security, service delivery, and change interventions—guiding clients from current state to a scalable “to-be” environment. I manage multi-disciplinary teams to shape, price, sell, communicate, and deliver programs, while developing reusable offerings/assets and mentoring teams to build long-term cloud capabilities for growth and innovation. I’m also responsible for helping Accenture grow and scale the Costa Rica practice—strengthening go-to-market execution, expanding offerings and assets, and building local talent and delivery capacity.
In addition to my existing responsibilities, in my current role, I lead the full technology landscape that supports Fujitsu’s Global Delivery Centers (GDCs) across EMEIA, APAC, and the Americas. This includes overseeing technical infrastructure, digital platforms, and service management operations critical to delivering high-quality, uninterrupted services to global enterprise clients. I manage cross-functional teams responsible for ServiceNow (ITSM), AWS (cloud and automation), and E2E infrastructure, all operating under standardized ITIL frameworks. My leadership ensures operational stability, proactive service delivery, and rapid issue resolution in a globally distributed environment. Key contributions include: • Leading the global Amazon Connect modernization program, deploying cloud-native, AI-enhanced capabilities across five regions, and improving CX while significantly lowering telephony and operational costs. • Managing ServiceNow as the backbone for global ITSM processes, enabling data-driven service decisions, automation, and standardized governance across all delivery centers. • Delivering $3.5M+ in annual cost savings through legacy system retirement, self-service enablement, and infrastructure consolidation. • Overseeing the Business Continuity strategy, strategic vendor alignment, and IT budget optimization in support of mission-critical delivery operations. Recognition & Industry Leadership: As a recognized voice in IT and service transformation, I was invited to join the Amazon Connect Executive Customer Council, where I help shape the product roadmap alongside AWS leaders and other strategic partners. I’ve been a featured speaker at AWS re:Invent and Customer Contact Week (CCW), where I shared Fujitsu’s AI journey. Additionally, I was honored to be named one of the 50 Most Influential Technology Executives in Ibero-America by HITEC—a reflection of my continued commitment to innovation, leadership, and impact across the technology landscape.
As Head of Global Offering Technology, I drive large-scale technology transformation across Fujitsu’s Global Delivery Centers (GDCs), delivering AI-driven solutions that elevate customer experience and operational efficiency worldwide. My focus is on building resilient, standardized, and scalable contact center ecosystems that enable seamless, intelligent interactions for millions of end users. I led the global deployment of Amazon Connect as the unified platform for all contact center operations, streamlining digital channels, standardizing processes, and introducing a zero-touch support model. Leveraging Amazon Bedrock, Amazon Q, and AWS Lex, I implemented automation and AI-powered solutions that reduced manual interventions, improved multilingual support, and optimized response times globally. I also drove key integrations with ServiceNow, workforce, and quality management systems, enabling fast, reliable, and automated incident handling across multiple regions. This strengthened resilience, improved service availability, and aligned technology delivery with client and business priorities. Key achievements: $350K annual savings via real-time chat translation, allowing English-speaking agents to manage multilingual interactions globally. 11% call volume reduction and $76K yearly savings by shifting customers to AI-powered voice and chatbots. Automation build time cut from 20 hours to 2 hours via AWS Lex Bot builder, saving up to $120K annually. 20% fewer calls during outages, saving $22K per major incident through ServiceNow major-incident automation. Global standardization of Amazon Connect, ensuring consistent and scalable operations across all GDCs. Recognized by AWS as an expert in Contact Center Transformation and AI-powered Customer Experience, I have been a guest speaker at AWS re:Invent, Enterprise Connect, and AWS Summit Bogotá, sharing Fujitsu’s success in transforming customer engagement globally.
As Head of Global Delivery Networks, I developed and executed a standardized infrastructure strategy across Costa Rica, Poland, Portugal, Malaysia, China, the Philippines, and Russia. This initiative improved service resilience, availability, and operational consistency while reducing costs and aligning technology delivery with business priorities. I led the implementation of network services globally, managing budgets, resources, and risks to ensure scalable and reliable operations. As Chief Information Security Officer (CISO) for the Costa Rica GDC, I built a robust IT Security Governance framework, safeguarding data confidentiality, integrity, and compliance with corporate and regulatory requirements. My leadership ensured business continuity, including a comprehensive Covid-19 BCP aligned with the global CISO strategy. Collaborating with global teams, I drove rapid issue resolution, network optimization, and digital innovation. I pioneered proof-of-concept initiatives such as AWS Connect deployments leveraging machine learning, voice recognition, real-time sentiment analysis, and automated translation to enhance user experience and operational efficiency. Key achievements: Managed a £350K IT budget, delivering all network projects on time and within scope. Migrated Next Generation Contact Center Platforms across five countries. Achieved $500K annual savings, nearly halving global IT OPEX through standardization. Reduced costs by 25% ($300K) migrating Avaya on-prem systems to Amazon Connect cloud solutions. Introduced real-time sentiment analytics and translation to improve communication quality. Delivered omnichannel support and real-time analytics via AWS Connect for faster, integrated service. Through strategic leadership and innovation, I strengthened global IT infrastructure, enhanced security, ensured resilience, and delivered measurable value to Fujitsu and its clients worldwide.
As Information Technology & Operations Manager for Advision Development, I designed and executed departmental strategies to meet evolving business needs, enhance security, and deliver measurable cost savings. I led teams in defining scopes of work, blueprints, budgets, and timelines for IT projects, aligning technology initiatives with organizational goals and operational efficiency. By negotiating vendor contracts, I reduced IT expenditure by 55%, saving $45,000 annually, and restructured AWS resources for 45% additional savings ($55,000/year). I evaluated multiple WAF and DDoS solutions, implementing AWS WAF and DOSarrest to strengthen cybersecurity defenses and mitigate denial-of-service attacks. I modernized communications by deploying a Cisco 2921 SIP-PBX VoIP system, migrating from a legacy asterisk framework to Cisco CallManager Express. I implemented Atlassian applications to standardize project management and service desk functions, improving workflows and productivity. Additionally, I oversaw the upgrade from software-based firewalls to Cisco ASA 5515-X hardware, enhancing network protection and reliability. To streamline infrastructure, I migrated hosting from PEER 1 to AWS, integrating on-site Active Directory for secure access control. I also transitioned email services from Postfix freeware to Exchange Online, adopting Skype for Business and enabling directory synchronization to modernize communications and collaboration. This role highlights my ability to craft IT strategies, lead complex infrastructure projects, negotiate cost-saving agreements, and deliver secure, scalable solutions that align with long-term business priorities.
As Regional Software Delivery Manager and Assistant Vice President for Citibank, I led the global rollout of software to over 400,000 desktops and servers across multiple regions, ensuring seamless deployment, testing, and quality assurance for critical business applications. I oversaw planning and execution for horizontal software updates, verified installations post-deployment, investigated discrepancies, and implemented remediation plans to maintain operational continuity and high service standards. Leveraging data-driven insights, I developed analysis solutions, created SQL queries, and produced process control records to measure project progress, performance, and success rates. I documented testing outcomes, processed validation reports, and collaborated closely with System Administration and Client teams to deliver real-time project updates, test results, and rollout schedules, ensuring timely delivery and minimal disruption. As Host Manager, I supervised a team of six engineers, leading recruitment, onboarding, and training efforts while serving as the primary liaison with Human Resources. I optimized wave balancing protocols, introducing phased rollouts to targeted servers and desktops that improved productivity globally and reduced downtime across business units. To improve visibility and decision-making, I implemented SharePoint-based monitoring solutions, enabling real-time tracking of deployments, resources, and key metrics. My leadership ensured reliable software delivery on a global scale, minimized risk, and supported Citibank’s worldwide technology operations with enhanced efficiency, quality control, and stakeholder confidence.