Alexander Campos Rojas
Implementation Consultant/Project Manager
San Pablo
Summary
Dynamic Implementation Consultant and Project Manager with over fifteen years of diverse experience in the IT industry, demonstrating a career progression from Customer Service Representative and Helpdesk Specialist to Software Release Manager. Expertise includes managing migration projects from legacy systems to modern solutions, effectively coordinating with logistics, End User Support, and cross-functional teams to ensure timely project completion. Keen attention to detail and a strong sense of urgency drive the pursuit of optimal solutions for daily challenges. Based in Costa Rica, personal interests in music production and photography reflect a creative approach to problem-solving.
Professional in implementation consulting. Proven record of managing complex projects and delivering impactful solutions. Known for strong team collaboration and adaptability to changing needs. Proficient in client communication and system integration.
Overview
10
10
years of professional experience
9
9
Certifications
2
2
Languages
Work History
Implementation Consultant/Project Manager
Granicus
04.2025 - Current
- I started installing LiveCast video encoders for federal agencies, municipalities, airports, public sector, etc. For this to happen, it was of great importance to coordinate with the client ahead of time asset client requirements, such as making sure they've received the encoder, confirm technical and network requirements such as to ensure their network is ready to place the encoder and make it work properly, as well as their AV system to be connected and operational at the time of the install call.
- I also managed other Granicus products such as Boards and Commissions and Peak which are web-based agenda management systems that are designed to automate agenda creation, distribution and updates, provides public access to meeting materials through ADA-Compliant portals, supports live streaming and recording of meetings for transparency and enables digital workflows for approvals, edits, and publishing.
- 1. Project Initiation & Planning
- Defined project scope, objectives, and deliverables in alignment with client needs.
- Created detailed project plans including timelines, milestones, and resource allocation.
- 2. Stakeholder & Client Engagement
- Served as primary liaison between Granicus and public sector clients.
- Facilitated kickoff meetings and ongoing communications to align expectations.
- Built strong client relationships to drive satisfaction and long-term success.
- 3. Team Coordination & Leadership
- Directed cross-functional teams including technical, design, and support staff.
- Assigned tasks and monitored progress to ensure timely execution.
- Fostered collaboration across departments to align with strategic objectives.
- 4. Execution & Delivery
- Oversaw implementation of Granicus technology solutions for government clients.
- Ensured quality assurance and compliance with contract requirements.
- 5. Risk & Issue Management
- Identified potential risks and developed mitigation strategies.
- Resolved project issues proactively to maintain momentum and client trust.
- 6. Monitoring & Reporting
- Monitored project performance metrics to ensure alignment with goals.
- Increased client retention with excellent communication and consistent follow-ups throughout the consultation process.
Technical Account Manager
Foundever
04.2023 - 01.2025
- Manage multiple accounts across regions such as Latam, Apac and Emea, ensuring IT projects are executed efficiently and timely.
- Delegate tasks to appropriate departments and teams.
- Develop and implement solutions for new tool/software integration and upgrades.
- Lead implementation of new accounts, coordinating with Call Center Logistics for hardware delivery.
- Plan and prepare sites for incoming Full-Time Employees.
- Oversee inventory management and ensure timely delivery of PCs and other equipment.
- Coordinate logistics to ensure site readiness in accordance with Statement of Work (SOW) agreed upon with customers.
- Provide expert IT support to operational teams.
- Identify and engage correct departments or individuals to complete projects and resolve issues.
- Manage ramp-ups and End of Life transitions for accounts.
- Participate in monthly on-call rotation to provide 24/7 support.
- Engage all necessary parties during outages to mitigate and resolve issues affecting accounts as soon as possible.
End User Support
Foundever
04.2022 - 04.2023
- Preparing laptops and desktops for various accounts.
- Ensuring all peripherals are included.
- Shipping prepared devices to remote agents.
- Creating, changing, and deleting accounts on Active Directory.
- Handling issues for both onsite and remote agents.
- Utilizing tools like phone calls, LogMeIn, Microsoft Teams, and Zoom for support.
- Creating cross-connects to manage switch port connections in server rooms.
- Patching and unpatching ports as part of daily tasks.
- Requesting and managing licenses on Azure AD.
- Creating and supporting extensions.
- Creating and supporting VDN (Vector Directory Numbers) and extensions using Avaya Site Administrator.
- Following up on issues as they arise.
- Utilizing the correct escalation path to address complex problems effectively.
Okta Tier 2 Engineer
Foundever
04.2021 - 04.2022
- Handle tickets related to organizational issues, such as administration, reporting, and customization.
- Address issues related to the application dashboard, plug-ins, and overall end user experience.
- Resolve API-related cases, using tools like Postman for troubleshooting.
- Support and troubleshoot MFA for Okta tenants and applications, including Okta Verify mobile app, SMS, and other MFA options.
- Review and escalate tickets to L3 support from other pods when necessary.
- Conduct extensive research and read documentation to resolve complex Okta-related issues and customer integrations.
- Check logs using Splunk and Okta's proprietary log system to diagnose and troubleshoot issues.
- Ensure customer cases are updated within a timely manner to meet the corresponding Service Level Agreements (SLAs).
Future Workplace Associate Consultant
SoftwareOne
01.2019 - 03.2021
- Delivered comprehensive deployment of Microsoft Teams, tailored to various user personas and governance requirements for different tenants.
- Set up and configured Call Queues and Auto Attendants to streamline communication within organizations.
- Conducted discovery sessions to gather information on customer's existing infrastructure.
- Assessed needs and planned the transition from on-premise platforms to Office 365, ensuring a smooth and efficient migration.
- Configured Session Border Controllers (SBCs), including both virtual and physical models of the AudioCodes m800b series.
- Installed necessary licenses and certificates, and performed thorough testing to ensure successful call routing through the SBCs.
- Used syslog tools for in-depth troubleshooting of issues related to SBC configurations and call connectivity.
- Diagnosed and resolved issues to ensure seamless communication channels for clients.
- Ensured governance policies were in place for Microsoft Teams deployments, aligning with the client's compliance and regulatory requirements.
Avaya Software Release Manager
DXC Technology
01.2016 - 01.2019
- Served as a Technical Project Manager, specializing in software release management for a broad range of Avaya products.
- Responsible for planning and executing upgrades, providing remote support, and ensuring seamless project management across all stages of the release process.
- Planned and coordinated upgrades for Avaya products, ensuring alignment with project timelines and stakeholder expectations.
- Provided comprehensive support for hardware/software systems and applications, assisting customers and field personnel via remote connections.
- Conducted network discovery to verify device access, battery status, and license validity through SSH and web interfaces.
- Utilized VMware products and leveraged Linux expertise to perform essential tasks and support infrastructure.
- Interacted directly with service delivery managers and customers through email and phone to manage resources and timelines effectively.
- Oversaw the three critical phases of operations-Staging, Site Readiness, and Execution-ensuring project success on scheduled dates.
Education
VMware Certified Professional VCP-DCV 2019 - Information Technology
Universidad Cenfotec
Heredia, Costa Rica 05.2001 -
Microsoft 365 Certified: Teams Administrator Assoc - Information Technology
Pearson Vue
Costa Rica05-2022
Datacenter 6.5 - Information Technology
Universidad Cenfotec
Costa Rica12-2021
Okta Professional Certification 2020 - Information Technology
Okta
Costa Rica06-2021
Skills
Process Analysis
Planning and execution
Great Communicator
Project Management
Teamwork
Active Listening
Research
Software implementation
Certification
Durango High School Colorado U.S.A.
Timeline
Implementation Consultant/Project Manager
Granicus
04.2025 - Current
Technical Account Manager
Foundever
04.2023 - 01.2025
End User Support
Foundever
04.2022 - 04.2023
Okta Tier 2 Engineer
Foundever
04.2021 - 04.2022
Future Workplace Associate Consultant
SoftwareOne
01.2019 - 03.2021
Avaya Software Release Manager
DXC Technology
01.2016 - 01.2019
VMware Certified Professional VCP-DCV 2019 - Information Technology
Universidad Cenfotec
05.2001 -
Microsoft 365 Certified: Teams Administrator Assoc - Information Technology
Pearson Vue
Datacenter 6.5 - Information Technology
Universidad Cenfotec
Okta Professional Certification 2020 - Information Technology
Okta
Personal Information
- ID Number: 1-0956-0619
- Date of Birth: 1976-12-28
- Nationality: Costa Rican
- Marital Status: Single