Alex Sanchez Mora

An astute, meticulous, and transformational leader with extensive experience delivering optimized IT architecture and governance for large technology, marketing, and financial organizations. 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 to maximize system availability and augment network resilience. Leverage strong communication, active listening, negotiation, and business acumen, to 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. Harness interpersonal skills, recruitment, onboarding, training, and mentoring with a commitment to fostering diverse, inclusive, and positive working environments, to build high-performance, motivated, and accountable teams that bolster organizational growth. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

• 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, 11/2021, Present
• ISACA, 03/2021, Present
• ISC2, 09/2019, Present
• Colegio Federado de Ingenieros y Arquitectos, 01/2005, Present
• Costa Rica Association of Cybersecurity Professionals

• Global Head of Offering Technology and GDC Networks, Fujitsu, Heredia, Costa Rica, 09/2022, Present, Pioneered the strategic development of cutting-edge generative AI models using Amazon Bedrock and Amazon Q within Global Delivery Centers (GDCs), elevating the resilience and availability of services across the entire organization. Spearheaded the integration and standardization of our contact center platform by deploying Amazon Connect, a pivotal step in revolutionizing customer interactions. Assumed a leadership role in orchestrating end-to-end customer experience activities, focusing on optimizing digital channels and implementing a zero-touch model strategy. Leveraged AWS Lex to deploy voice and chat bots, automating complex processes, significantly reducing average handle time, and substantially enhancing overall customer satisfaction. Instrumental in introducing the AWS Lex Bot Designer to our operations, a game-changer that empowered our zero-touch customer experience model to identify and streamline common intents across various digital channels. This innovation led to unparalleled optimization and automation capabilities, revolutionizing our approach to customer interaction. Implemented native integration of workforce management and quality management systems with the contact center platform, ensuring seamless operations. As a trailblazer, played a pivotal role in standardizing and seamlessly integrating Amazon Connect with ServiceNow, an integration that propelled automation within the contact center to new heights. This innovative approach not only granted agents swift access to customer incidents but also elevated satisfaction levels by seamlessly integrating ServiceNow chat with Amazon Connect and expanding digital channels. My endeavors in developing generative AI models and spearheading these integrations reflect my commitment to staying at the forefront of technology, ultimately enhancing customer satisfaction and operational efficiency. Delivered over $350,000 annual savings to one single account by introducing automation with seamless chat translation. This enabled English speaking agents to take digital channel interactions from customer across the globe in different languages. Implemented voice and chat bots which provided an immediate 11% reduction in voice calls and shifted towards digital channels, providing savings to one account of over $76,000 per year. Implemented AWS Lex Bot builder which enables automations by identifying common intents from interactions in all digital channels. Development time for contact flow creation was reduced from 20 hours to 2 hours. Savings to one account estimated in $ 120,000 per year. Developed a Service Now integration which allowed customer from multiple digital channels to have quick access via conversational A.I., call flow automations, chat, to have direct access to all open incidents and enable different actions such as case update, case closure, new case creation. Service Now integration allowed the implementation of Major Incident integration which enable accounts to quickly and without agent intervention to assign child tickets to a major incident outage as a parent ticket, resulting in a 20% call reduction during outages and an estimated $22,000 savings per major incident. Guest Speaker at AWS re:Invent 2022 presenting “Optimize contact center outcomes with Amazon Connect” lecture Guest Speaker at Enterprise Connect 2022 presenting “Improve agent performance with machine learning based Amazon Connect.” Guest Speaker at Enterprise Connect 2023 presenting “How Fujitsu gains insight to optimize contact center operations.” Guest Speaker at AWS Summit in Bogota Colombia presenting “Descubre como Fujitsu se apoyo en Amazon Connect para transformer la experiencia de sus clientes” Recognized Customer Experience and Contact Center expert by AWS, with focus on digital transformations and customer experience.
• Global Head of Cross-GDC Networks, Fujitsu, Heredia, Costa Rica, 05/2018, 09/2022, Devise astute and standardized infrastructure strategy and related policies for Global Delivery Centers (GDCs), augmenting resilience and availability of services across organization. Coordinate implementation and standardization of networks for all GDCs within Costs Rica, Poland, Portugal, Malaysia, China, Philippines, and Russia. Take ownership of assurance activities, including the optimization of availability, data confidentiality and integrity, ensuring adherence to Information Security policies. Created proof of concepts and implemented plans for AWS Connect program, encompassing machine learning, voice recognition, bots, and sentiment analysis. Investigated benefits of standardized, collaborative platform and advocated for solution to be introduced across multiple GDCs. Maintain accurate documentation of existing network set up, inclusive of constraints, costs, and service continuity, for all GDCs and each key network. Collaborated with regional and global network support teams, forging a consolidated approach to troubleshooting and network management, and resolving critical GDC network issues efficiently. Oversee standardization of network layouts for GDCs, aligning plans with cross-GDC network strategy and ensuring GDC Heads and senior leadership satisfied with functionality and availability of IT infrastructure. As Chief Information Security Officer (CISO) for Costa Rica Global Delivery Center (GDC), built IT Security Governance structure to minimize risk in work processes, improve data security, meet regulatory requirements, and align operations with GDG CISO strategy. Drafted, develop, document, and implement changes to maintain Business Continuity program, which includes policies, procedures, standards, and governance. Control IT budget of £350,000 and ensure adherence to all GDC network project deadlines. Oversaw migration to Next Generation Contact Center Platform in 5 countries. Headed introduction of Covid-19 Business Continuity Plan (BCP) for Global Delivery Center in Costa Rica, in collaboration with Global CISO, to align with GDG CISO strategy. Will realize $500,00 in annual savings, almost halving global IT OPEX, by standardizing operations across GDCs. Slashed expenditure by 25% ($300,000), with the migration of On-Premises Avaya Call Center framework over to Amazon Connect (Cloud Contact Center). Introduced real-time sentiment analysis software to track brand mentions across call transcripts and leverage simultaneously translated communications. Launched AWS Connect to provide omnichannel customer service, offering seamless and integrated technical support across multiple touchpoints and devices. Furnished real-time analytics, encompassing automated alerts based on agent-client conversations and background noise maps.
• Head of IT, Fujitsu, Heredia, Costa Rica, 12/2016, 04/2018, Led the administration and maintenance of corporate servers, databases, network architecture, IT peripherals, voice and data telecommunications and corporate software, ensuring availability 24x7. Built IT team and framework to meet organization’s fluid requirements and operational growth. Ensured compliance with company’s safety regulations, best practice, and policies. As Fujitsu’s local Chief Information Security Officer (CISO), collaborated with company officers, business managers, IT managers and cyber security teams to monitor and maintain security of IT infrastructure and applications. A member of Change Advisory Board member for Change Requests, evaluated and approved change requests. Appointed to Incident Security Committee, investigated, controlled, and dealt with security events and undertook regular revision of Risk Matrix. Headed global project across wide area network connections, standardizing connectivity in 8 GDCs, impacting over 20,000 users and ensuring compliance with corporate head office in Japan. Delivered 48% in MPLS cost savings and 38% cut in telecommunications expenditure by reviewing and renegotiating vendor contracts. Achieved 20% reduction in IT CAPEX costs by transferring expenditure to OPEX leveraging operational lease for IT investments. Coordinated installation of Next-Generation Firewall which bolstered perimeter security with anti-span, anti-malware, and URL filtering. Reduced annual budget by 15%, saving $220,00 per annum by renegotiating vendor contracts, including telecommunication infrastructure, support contracts and renewal of equipment, due to end of life.
• Information Technology & Operations Manager, Advision Development, Escazu, Costa Rica, 11/2015, 11/2016, Devised departmental strategies by supervising colleagues, researching, investing in, and introducing critical solutions. Draft Scope of Work, blueprints, roadmaps, budgets, and timelines for all IT projects. Employed comprehensive expertise and determined business needs, reviewed latest technology, and prepared proposals advocating investment. Enhanced security standards, guidelines, and work processes across several platforms and fostered strong relationships with IT vendors. Cut IT expenditure by 55%, saving $45,000 every year by negotiating new contracts with vendors. Restructured AWS to realize 45% savings of $55,000 per annum. Evaluated current web application firewall (WAF) and distributed denial-of-service (DDoS) applications, inclusive of DOSarrest, AWS and Prolexis, to assess efficacy and determine future risk mitigation needs. This lead to implementation of AWS WAF and DOSarrest, utilized to mitigate denial of service attacks. Advocated for, planned and installed Cisco 2921 SIP-PBX VoIP system, migrating to Cisco’s CallManager Express from legacy open-source asterisk framework. Drafted Standard Operating Procedures (SOPs) and installed suite of Atlassian applications across Project Management and Service Desk functions, to standardize work processes and deliver operational efficiency. Planned and oversaw move from existing firewall software to new hardware-based Cisco ASA 5515-X solution. Transferred PEER 1 hosting, in Canada and in Head Office, over to AWS. Devised and implemented security policies to control access to AWS with on-site Active Directory. Migrated organization’s email platform from Postfix freeware application to Exchange Online utilizing Skype for Business and Active Directory Synchronization.
• Regional Software Delivery Manager & Assistant Vice President, Citibank, San Jose, Costa Rica, 06/2013, 08/2015, Spearheaded global rollout of software to 400,000 desktops and servers, supporting horizontal software updates for global locations by executing planning, deployment, installation, testing and quality assurance activities. Verified software installation following each deployment phase, investigating, and recording erroneous or missing software and actioning remediation plans to ensure resolve issues. Utilized metrics to measure project cycle progress, efficacy, and success. Devised data analysis solutions, created SQL queries, and produced process control records. Completed installation testing, recorded problems, processed validation reports, collated, and documented results. Liaised with System Administration and Client teams providing project status updates, test results and rollout information. Schedule server updates and installations with engineers. Acted as Host Manager, supervising team of 6 engineers, overseeing recruitment, induction and training activities and appointed key point of contact for Human Resources department. Modified wave balancing protocols, deployed software to specific servers and computers, prior to full implementation, increasing productivity globally. Introduced new deployment monitoring solutions with SharePoint, enabling real-time tracking of global projects, metrics reporting and access to accurate resources.