CRISTIAN VENEGAS VIDAL
Senior ITSM Operations Manager
Santa Ana
Summary
Consolidated professional in the areas of Business, Operations, Commercial, Customer Service, Administration, Human Resources and Finance with more than 15 years of experience in the sector of Human Resources and Finance with more than 15 years of experience in the B2B and B2C sectors, working in multi-country, regional and national companies in the areas of: operations, administration, finance, business and projects, in positions such as: Global Service Delivery Manager, Help Desk Manager, Analyst and Sr. Help Desk; managing projects using agile methodologies. Professional with a Bachelor's degree in Systems Engineering, I have complemented my studies with a Master's degree in Information Systems.
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
19
19
years of professional experience
4
4
Certifications
1
1
Language
Work History
E-Commerce Migration Manager (ENTREPRENEURSHIP)
Venegas S.A
04.2023 - Current
- Company Overview: www.babydiegocr.com
- Developing and executing e-commerce strategy in alignment with overall business goals for www.4babiescr.com. Be the first point of contact for new customers. Leading the onboarding process for new and existing customers. Managing digital marketing campaigns across multiple channels to drive brand awareness and revenue. Train IT department on new features of the site. Monitoring website traffic and customer reviews to gauge responses to site updates, new product introductions, and other changes. Optimizing website search engine performance (SEO), ensuring that the site ranks high in relevant searches and attracts more visitors.
- Improved marketing to attract new customers and promote business.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Increased market share with strategic business development efforts, expanding into untapped markets.
Global Operations Service Delivery Manager
MICRO FOCUS
03.2015 - 04.2023
- Company Overview: www.microfocus.com
- The position coordinates and manages the delivery of multiple project initiatives for the different countries where the business operates. Ensures the overall viability and profitability of each project, its deployment in LATAM and the established deadlines. Responsible for providing project management and delivering results in compliance with business requirements. Ensures the continued project(s) resource capacity and profitability of each one of them. Manage the necessary changes to meet or exceed the expectations established in project designs, proper supervision, management, and control of the work teams, responsible for managing internal and external KPI's; coordinates projects for end-user application runs locally, networked and Internet-based platforms (OpsBridge, Network Operations Management, Application Performance Management, ActiveDirectory).
- Key activities include:
- Manages the staff, deliverables, schedules, and costs for multiple projects, ensuring that resources are allocated appropriately and that the goals, objectives, timelines, and budgets are met in accordance with program and organizational roadmaps.
- Communicates project status and escalates issues to managers, direct managers, program managers, internal and external development partners.
- Manages relationships with outsourced partners and vendors and customers, including the establishment of expectations with respect to deliverables, quality of product, schedules and costs; ensures that team members communicate and collaborate effectively with outsourced resources.
- Conduct Executive Business Reviews (EBRs) to assess progress against goals, assess opportunities for improvement. Proactively identifies opportunities for process improvement (KPI adoption, monitoring and improvement) and cost reduction opportunities.
- Provides people management and administration for assigned team members, including hiring and monitoring annual performance plans, coaching and professional development.
- Ensures that appropriate knowledge and professional development are in place to support the ongoing development of the processes and business with team members.
Global IT Service Delivery Manager
MCKINSEY & COMPANY
03.2015 - 03.2020
- Company Overview: www.mckinsey.com
- The position is responsible for planning, coordinating, and establishing processes to deliver multiple project initiatives to clients in different countries around the world. Ensures the overall quality of each project and the deadlines. Provided project management and delivery client specifications in a cost-effective manner. Ensures the ongoing capability of the process and its associated system with projects, manages changes necessary to meet or exceed expectations set in project designs, initiated the process of adopting Agile methodologies and overseeing staff.
- The goal of streamlining these processes and procedures is to ensure that each customer gets the same excellent experience from the initial stage, supervise collaborators at distinct stages of the delivery process, even if they are not direct reports, responsible for all service departments and employees within these service teams.
Help Desk Manager
BANK OF AMERICA
01.2010 - 09.2014
- Company Overview: www.bankofamerica.com
- Managed the daily operations of the help desk for 4 lines of business and customer service supporting the company in different locations (remote support). Successfully lead a team of about 15 local and 25 remote employees between technicians and engineers in a highly demanding work environment. Manage SOW from external vendors and consistently delivered the level of service to internal customers. Responsible for critical metrics (KPIs) for the quality of all lines of business, managing the entire employee performance review process.
Help Desk Analyst
BANK OF AMERICA
01.2010 - 02.2011
- Company Overview: www.bankofamerica.com
- Attending monthly operational reviews with Chief Administrator Officer, creating, updating and storing Process Maps for the Business Continuity documents, all process migration documentation. Support all lines of business handling Highly Sensitive and Confidential Information. Manage control and oversight of over 273 technology applications for Bank of America. Be the direct point of contact for problem, incident and change management routines for any of the 273 applications.
Team Leader NA S2C
HEWLETT PACKARD ENTERPRISE
09.2009 - 01.2010
- Company Overview: www.hpe.com
- Responsible for escalating to senior management regarding equipment performance or customer issues. Collaborated to identify growth opportunities with existing client relationships and to define processes and policies to scale a second-tier team of 7 resources. Lead meetings to provide statuses, enable reflection through retrospectives and self-empowerment.
- Provided support to Engineers in troubleshooting team dynamics, helping them to discover the importance of developing their soft skills, and co-creating resolution techniques when challenges arise. Manage the Incident, problem and change management process for the team.
SAP 2nd Level Agent to TOM MOD CANADA. P&G
03.2009 - 09.2009
- Lead the inclusion of the Tom Mod Canada business in SAP. Hipercare support model. Manage the change log management, manage problem logs.
SNS Service Management 1st Level Agent. Latin America Business at HP for P&G account
07.2008 - 03.2009
- Business support in Latin America at HP for P&G account in an SAP environment (Order Management, Accounts Receivable). ITIL fundamentals, under basic concepts of Six Sigma, attention to basic concepts of PCIM (Change, Problem, and Incident Management).
- Training on the service desk, Avaya reports. eCOA knowledge. SAP Sales and Distribution, Distribution in XIOMA consulting firms.
Data Processing Programmer
DATASCENSION LTM.
02.2007 - 06.2008
- Work of programming systems in environments: Linux, data processing in Quantum and SPSS. Graduated from Harris Interactive Inc. Generating statistical reports analysis.
Education
Master's degree - Systems Engineering
UNIVERSIDAD LATINA DE COSTA RICA
SAN JOSE, COSTA RICA09.2025
Scrum Master Certification - undefined
GTI
SAN JOSE, COSTA RICA01.2009
Bachelor's degree - Systems engineering
UNIVERSIDAD LATINA DE COSTA RICA
SAN JOSE, COSTA RICA01.2009
Bachillerato Educación superior - undefined
COLEGIO LA SALLE
SAN JOSE, COSTA RICA01.2003
Educación General Básica - undefined
INSTITUTO CIENTIFICO BILINGE DEL SUR
SAN JOSE, COSTA RICA01.1998
Skills
- OS: Windows, Mac OS, Linux
Team leadership
Operations management
Strategic planning
Decision-making
Performance management
Time management
Staff development
Workforce management
Customer service
Financial management
Project management
Customer relationship management (CRM)
Certification
2006. “Networking Basics CCNA 1”. Cisco Networking Academy. Universidad Latina de Costa Rica.
LINKED IN
https://www.linkedin.com/in/cristian-venegas-vidal-19b366a4/
Timeline
E-Commerce Migration Manager (ENTREPRENEURSHIP)
Venegas S.A
04.2023 - Current
Global Operations Service Delivery Manager
MICRO FOCUS
03.2015 - 04.2023
Global IT Service Delivery Manager
MCKINSEY & COMPANY
03.2015 - 03.2020
Help Desk Manager
BANK OF AMERICA
01.2010 - 09.2014
Help Desk Analyst
BANK OF AMERICA
01.2010 - 02.2011
Team Leader NA S2C
HEWLETT PACKARD ENTERPRISE
09.2009 - 01.2010
SAP 2nd Level Agent to TOM MOD CANADA. P&G
03.2009 - 09.2009
SNS Service Management 1st Level Agent. Latin America Business at HP for P&G account
07.2008 - 03.2009
Data Processing Programmer
DATASCENSION LTM.
02.2007 - 06.2008
Scrum Master Certification - undefined
GTI
Bachelor's degree - Systems engineering
UNIVERSIDAD LATINA DE COSTA RICA
Bachillerato Educación superior - undefined
COLEGIO LA SALLE
Educación General Básica - undefined
INSTITUTO CIENTIFICO BILINGE DEL SUR
Master's degree - Systems Engineering
UNIVERSIDAD LATINA DE COSTA RICA
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