Alex Sanchez

A strategic and dynamic IT leader with over 10 years of experience in IT management and a proven track record of delivering high-quality digital solutions and services for global organizations. Extensive expertise in driving digital workplace transformation, enhancing user experience, and leading large-scale IT service management (ITSM) initiatives. Skilled in aligning digital strategies with business objectives, managing global teams, and fostering innovation through continuous improvement and automation. Adept at overseeing the vision and execution of digital workplace functions, with a focus on secure, reliable, and customer-centric services. Demonstrates exceptional leadership in managing global, cross-functional teams across multiple time zones, guiding recruitment, performance management, and team development in diverse, multicultural environments. Leverages strong communication, negotiation, and problem-solving skills to build relationships with senior leadership, stakeholders, vendors, and internal teams. Strongly committed to driving organizational growth by optimizing operational efficiency, managing resources and budgets, and delivering measurable improvements in employee productivity and service delivery. Proficient in adapting to dynamic environments, implementing best practices, and utilizing ITSM platforms like ServiceNow to drive digital innovation and workplace efficiency.

• Realized $2.1 million in annual savings in global IT OPEX by standardizing customer experience center operations across Global Delivery Centers (GDCs) in 10 countries, migrating IT systems over to AWS, telephone lines away from existing telecommunications partners and into AWS and adding next generation features, including Artificial Intelligence (AI), advanced sentiment analysis, machine learning and multichannel automations.
• Migration over to AWS of all GDCs and Fujitsu regions also delivered 30% improvement in service desk agent productivity, enabled 95% of contact center agents to work from home during Covid-19 pandemic, provided ability to implement critical changes to call flows of over 400 clients in minutes - rather than previous turnaround of days - plus introduced automations that slashed queues from 10,000 to under 1,000, by tagging call attributes based on country and language.
• Implemented AWS Connect to furnish omnichannel customer service, facilitating seamless and integrated technical support across multiple touchpoints and devices. Increased customer experience by introducing omnichannel automations.
• Led implementation of Covid-19 Business Continuity Plan (BCP) within Global Delivery Center in Costa Rica, working in collaboration with Global CISO, to align with GDG CISO strategy.

• CompTIA, 11/21, Present
• ISACA, 03/21, Present
• ISC2, 09/19, Present
• Colegio Federado de Ingenieros y Arquitectos, 01/05, Present
• Costa Rica Association of Cybersecurity Professionals, Founding Member and Member of Board of Directors

• Global Head of Offering Technology and GDC Networks, Fujitsu, Heredia, Costa Rica, 09/22, Present, Led the strategic development and execution of innovative AI-driven digital solutions using Amazon Bedrock and Amazon Q within Global Delivery Centers (GDCs), enhancing resilience, availability, and service quality across the organization., Spearheaded the standardization and integration of Amazon Connect as the core platform for global contact centers, revolutionizing customer experience by streamlining digital channels and implementing a zero-touch model strategy., Managed end-to-end customer experience initiatives, leveraging AWS Lex to deploy automated voice and chatbots, significantly reducing average handle time and improving overall user satisfaction., Successfully led the integration of workforce and quality management systems with the contact center platform, ensuring seamless operations., Played a pivotal role in integrating Amazon Connect with ServiceNow, automating workflows and enabling swift access to customer incidents, driving operational efficiency and enhancing service reliability.
• Global Head of Cross-GDC Networks, Fujitsu, Heredia, Costa Rica, 05/18, 09/22, Developed and executed a standardized infrastructure strategy across Global Delivery Centers (GDCs) in Costa Rica, Poland, Portugal, Malaysia, China, Philippines, and Russia., Established a robust IT Security Governance structure as Chief Information Security Officer (CISO) for the Costa Rica GDC., Collaborated with global and regional network teams to resolve critical issues and drive continuous improvement in network management and performance.
• Head of IT, Fujitsu, Heredia, Costa Rica, 12/16, 04/18, Led the administration and 24/7 maintenance of corporate servers, databases, network architecture, IT peripherals, voice and data telecommunications, and corporate software., Collaborated with senior leaders, business managers, and cybersecurity teams to monitor and maintain the security of IT infrastructure and applications.
• Information Technology & Operations Manager, Advision Development, Escazu, Costa Rica, 11/15, 11/16, Devised departmental strategies by supervising colleagues, researching, investing in, and introducing critical solutions., Cut IT expenditure by 55%, saving $45,000 every year by negotiating new contracts with vendors.