Mauricio Cruz P.

Highly skilled and experienced professional in successfully managing information technology projects. Expert in leading and coordinating cross-functional teams, implementing innovative and strategic solutions to achieve established objectives and deliverables.

SR. PROGRAM MANAGER PriceSmart Inc. June 2021 - Present 

Lead global initiatives, programs and services; work to understand the space and develop a plan to implement solutions; drive alignment between stakeholders through strong leadership. Explore new and existing spaces to understand current state, and identify creative solutions to shift the way we think about our programs and services. Design and implement new or modified processes to meet short-term and long-term needs related to Screening programs; build on past experience with successful project delivery, particularly in deploying global services and technologies at scale. Communicate complex analysis and insights to stakeholders and senior business leaders, both verbally and in writing. Develop measures to define progress and ultimate success; establish ongoing reporting requirements and key performance indicators. 

Key accomplishments: 

Successful project implementations of multiple IT projects, meeting established timelines, budget, and quality standards. These projects have ranged from infrastructure migrations to enterprise system implementations, resulting in significant improvements in operational efficiency and customer satisfaction. Efficient resource management skills in resource management, optimizing the allocation of personnel, budget, and technology to maximize efficiency and minimize costs. My strategic approaches have enabled resource optimization in complex projects, striking a balance between project needs and operational constraints. Effective problem-solving abilities to identify and resolve issues in real-time, resulting in reduced delays and mitigated risks in projects. My capacity to analyze complex situations and make data-driven decisions has been instrumental in keeping projects on track and achieving established objectives. Leadership of high-performance teams, I have built and led highly efficient project teams, fostering a collaborative and motivating work environment. My focus on skills development and continuous training has led to increased productivity and quality of deliverables, as well as enhanced team satisfaction. Continuous process improvement initiatives that have optimized project management processes, increasing efficiency and delivery quality. Through the adoption of agile methodologies and the implementation of project management tools, I have achieved greater visibility and control over project progress, leading to informed decision-making and improved project delivery effectiveness.

SD BUSINESS IMPROVEMENT ADVISOR StateStreet Corporation March 2020 - June 2021

My client, a major financial institution, has requested the improvement of the procedures for each of the activities of the Service Center located in Costa Rica. It has a population of no less than 230 agents. Service desk is the frontline for support, a representation of the IT team, and critical in enabling teams. It is at the heart of productive organizations. Embracing service desk best practices can help with managing costs and delivering excellent service experiences. For this reason, a new operating structure has been implemented, more in line with the needs of my client, each procedure has been improved to achieve my client's objectives. Agile methodologies Champion / Scrum Management / PMP. 

Key accomplishments: 

Streamlined service delivery processes, resulting in increased efficiency and reduced response times. By analyzing existing workflows, identifying bottlenecks, and implementing improvements, I enhanced service quality and customer experience. Client satisfaction and retention, through my proactive approach and strong communication skills, I consistently achieved high levels of client satisfaction and retention. By building strong relationships with clients, understanding their unique needs, and providing tailored solutions, I ensured their ongoing trust and loyalty. SLA compliance and performance improvement of Service Level Agreement (SLA) targets. By closely monitoring performance metrics, identifying areas for improvement, and implementing corrective actions, I consistently achieved high service performance and met or exceeded SLA requirements. Continuous service improvement service delivery by implementing best practices, evaluating emerging technologies, and identifying opportunities for innovation. By promoting a culture of continuous improvement and driving process enhancements, I enhanced the overall quality and efficiency of service delivery. Cost optimization, I successfully implemented cost optimization strategies, resulting in reduced operational expenses without compromising service quality. By conducting thorough cost analyses, identifying areas for cost savings, and implementing cost-effective solutions, I contributed to improved financial performance.

T S S   P R O G R A M   M A N A G E R  Hamilton Holdings  Jan2014 - Dec2019

Planning and coordinate all tasks related with the Microsoft technologies consulting group in South America and Europe. Microsoft and Salesforce employ several companies around the world to handle the projects of some of its clients, this is the case of Hamilton Holdings. My work in this case is to take the projects of renovation or re implementation of infrastructure of the clients and to take them to an end fulfilling the standards of quality, and giving the client added value. for the purchase of the products. I oversee a group of 158 engineers focused on different technologies, each one so, we take clients' projects, according to our knowledge and experience in the different technologies. Although I work as a manager, I also feel the need to contribute my technical experience in each of the projects assigned to us by Microsoft and Salesforce. Agile methodologies Champion / Scrum Management / PMP I had a proven track record of achieving significant accomplishments in overseeing and successfully delivering complex IT programs. 

Key accomplishments: 

Successful program delivery of multiple large-scale IT programs, ensuring that they were completed within scope, budget, and timeline. By effectively managing resources, risks, and dependencies, I achieved the desired program outcomes and delivered tangible business value. Stakeholder satisfaction through effective communication and collaboration, I have consistently achieved high levels of stakeholder satisfaction. By actively engaging with key stakeholders, understanding their expectations, and aligning program goals with their strategic objectives, I built strong relationships and gained their trust and support. Cross-functional team leadership built and led high-performing cross-functional teams, fostering a collaborative and results-driven work environment. By providing clear direction, promoting teamwork, and empowering team members, I facilitated optimal performance, resulting in successful program execution. Budget and resource management, effectively managing program budgets and resources. By implementing efficient resource allocation strategies, closely monitoring expenditures, and proactively identifying cost-saving opportunities, I consistently delivered programs within budget while maximizing the value of available resources. Risk mitigation and issue resolution by proactively identifying and mitigating risks, as well as effectively resolving issues and conflicts that arise during program execution. By implementing robust risk management strategies and fostering a culture of open communication, I minimized disruptions and maintained program momentum. Continuous improvement, I have championed continuous improvement initiatives to enhance program management processes and methodologies. By leveraging best practices, incorporating lessons learned from previous programs, and embracing emerging technologies, I consistently optimized program delivery and achieved higher levels of efficiency.

BACHELOR OF TECHNOLOGY  Universidad Latina de Costa Rica

ITIL V3

PMP & PMI

AGILE METHODOLOGIES

T E C H N O L O G I E S

MS Project 2016 / 2019, Microsoft Windows Server 2012 & 2016, Microsoft Hyper V, Microsoft SQL, Active Directory, Microsoft federation gateway office 365, SAML 2.0, OAuth 2.0, Ping Identity, Office 365, Apache, RedHat (Middleware), Jboss, Java Script, HTTML Script, Windows Server Back up by Microsoft Management Console (MMC) Microsoft CRM, Azure, Salesforce Workflow - Data Loader, Service Cloud, Sales Cloud, Lightning View, Jira, Github, & Azure DevOps.

S K I L L S

Solid Experience: Multiple years of experience in project managementroles, demonstrating success in delivering complex projects. Inspirational Leadership: Ability to motivate and guide teams towards achieving common goals, even in challenging situations. Communication Skills: Exceptional skills to communicate with diverse stakeholders, from the development team to top management. Strategic Focus: Ability to understand the overall company vision and translate it into effective strategies and tactics. Customer Orientation: Focus on understanding and meeting customer needs, providing solutions that add value and generate a high level of satisfaction Results Orientation: Commitment to timely and successful project delivery, with a focus on efficiency and quality. Stakeholder Management: Ability to build strong relationships with internal and external stakeholders, maintaining effective communication. Adaptability: Flexibility to manage changes in projects and the business environment, adjusting strategies as needed. Problem Solving: Aptitude for proactively identifying and addressing challenges, finding effective and efficient solutions. Time Management: Ability to prioritize tasks and manage time effectively, meeting deadlines and objectives. Innovation: Proactive attitude towards seeking new opportunities and creative solutions to improve processes and outcomes. Effective Collaboration: Collaborative work with cross-functional teams, fostering a collaborative environment and contributing to team development. Risk Management: Ability to identify, assess, and proactively manage risks associated with complex projects. Strategic Vision: Ability to look beyond daily tasks and understand how projects contribute to the overall goals of the company. Commitment to Quality: Rigorous focus on ensuring that delivered products and services meet established quality standards. Empathy: Understanding and consideration of the needs and concerns of team members, promoting a healthy work environment. Negotiation: Ability to negotiate and resolve conflicts effectively, seeking mutually beneficial solutions. Mentorship: Ability to develop and guide otherteam members, facilitating their professional growth. Transparency: Practice of open and honest communication, setting clear expectations and building trust within the team. Analytical Thinking: Ability to analyze data and trends, using information forinformed decision-making. Corporate Social Responsibility: Awareness and commitment to ethical practices and socialresponsibility in project management.