Ana Gomez
Computer Science Eng.
Heredia,Heredia
Summary
As a seasoned Support Services Manager at VMware, I've led a dynamic team of highly skilled engineers dedicated to providing top-tier technical guidance and support. With over a decade of hands-on experience in the information technology and services sector, I possess a robust technical acumen coupled with a genuine commitment to fostering both team development and process excellence. My academic background includes a bachelor's degree in Computer Science, supplemented by specialized training in Technical Team Leadership from the prestigious University of Oxford. Furthermore, I've bolstered my expertise with a diverse array of certifications from industry leaders such as IBM and Coursera, encompassing areas such as design thinking, agile methodologies, and power BI. In my previous roles, including positions as a Workspace One Apple TSE and a Microsoft Fast Track Manager at DXC Technology, I've consistently demonstrated my ability to cultivate and maintain strong client and partner relationships. I've been instrumental in orchestrating the seamless engagement of FastTrack Engineers, consistently exceeding aggressive targets and delivering impactful results. My mission is clear: to empower my team and clients alike to achieve their needs while maximizing value at every turn.
As summary I am a collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings highly oriented to customer satisfaction and relationships.
Overview
16
16
years of professional experience
2
2
Languages
Work History
Support Services Manager
VMware
10.2023 - Current
- Lead and mentor a team of highly skilled engineers, providing guidance, coaching, and support to ensure the delivery of outstanding customer service
- Collaborate closely with cross-functional teams, including sales, product development, and customer success, to drive alignment and maximize customer satisfaction
- Develop and implement strategies to optimize support processes and workflows, driving efficiency and continuous improvement
- Act as a subject matter expert in cloud infrastructure and digital workspace technology, providing technical guidance and expertise to both internal teams and customers
- Monitor and analyze support metrics and KPIs, identifying trends and opportunities for improvement to enhance service delivery
- Drive customer engagement and satisfaction initiatives, proactively identifying and addressing customer needs and concerns
- Act as an escalation point for complex technical issues, working closely with engineering and product teams to ensure timely resolution
- Stay abreast of industry trends and best practices, continuously enhancing knowledge and expertise in relevant technologies and solutions.
VMware Workspace One Engineer
VMware, Workspace One Apple
10.2021 - 10.2023
- Collaborated with other departments to facilitate successful project completion.
- Trained and mentored competent and flexible workforce to meet project needs and promote positive work environment.
- Resolve all Incidents in a timely manner, according to the appropriate incident Severity Level defined
Coordinate with Service Desk and provide level 2 and level 3 support to Service desk and Users - Desktop support and mobile device troubleshooting for applications
- Assisted in troubleshoot devices via remote session that have issue been reported on Ticketing system
- Remote control, patch management, software distribution, operating system deployment, network access protection and hardware and software inventory functionality of company assets including VDI machines
Mobile Device Management (MDM) for configuring, securing and enforcing policies on smartphones, tablets and Apple devices
Fast Track Manager
Ana Gomez, Microsoft, DXC Technology
01.2021 - Current
- Understand client Cloud needs around 365, guide clients around their deployments
- Work closely to account management teams
- Facilitate timely and impactful engagement of FastTrack Engineers to provide technical guidance and share technical expertise with customers and partners
- Build and maintain strong relationships with multiple contacts within the assigned customers including executive roles
- Analyze, develop and communicate key Onboarding process and technology improvement feedback for the FastTrack Center end to end process (Onboarding, Migration and Adoption).
Technology Team Lead
DXC Technology
10.2019 - 12.2020
- As Team Lead I was in charge of a group of people and their development, also check their metrics and provide improvement plans
- Active helper in recruiting process checking candidate profiles and performing interviews for management team
- Feedback provider for the team and some other delivery groups of our business, like QA, Knowledge
- Managers and Trainers
Control M Administrator
IBM
- Performed regular audits of scheduled jobs, maintaining accuracy and eliminating redundancies where necessary.
- Coordinated maintenance activities such as patching and upgrades while minimizing disruption to ongoing operations.
- Supervised ongoing daily production phases.
- Coordinated with project management on database development timelines.
- Introduced automated diagnostics for sensor data collection and processing.
Team Lead
IBM
07.2018 - 06.2019
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Adjusted equipment to meet different productivity levels.
- Trained new team members by relaying information on company procedures and safety requirements.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
Cloud operations Team Lead, Messaging Engineer
Hewlett Packard Enterprise
01.2017 - 07.2018
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Built strong relationships with customers through positive attitude and attentive response.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
communications engineer, Team Lead
Ana Gomez
10.2015 - 12.2016
- Messaging and, supporting SharePoint, Lync, Exchange and Office 365, plus server maintenance
Technical Team Lead
Hewlett Packard Enterprise
02.2012 - 10.2015
Technical Team Lead
HP
05.2009 - 02.2012
- Lead of Second Level team and SME for the account
- First Level Agent
Service Desk
HP
04.2008 - 05.2009
- First level agent
- Technical Support for different clients
- Supporting Microsoft applications, Lotus Notes, Blackberry, etc
Education
Bachelor of Science - Computer Science
Universidad Latina
Technical Team Leadership -
University of Oxford
Nov 2022
Tecnico - Gestion De Talento Humano
Universidad Americana
2018
Skills
- Lean Manufacturing
- Lean Management and tools
- Workspace One
- Apple Products: Mac, IPad,iOS, iPhone Support
- People Management
- Staff Coaching
- Information Updates
- Customer Inquiries
- Customer Care
- Stakeholder Relationship Management
- Team Goals
- Customer Needs Assessments
- Document Organization
- Staff Meetings
- Customer Satisfaction
- User Experience
- Customer Contact
Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteOn-SiteHybridImportant To Me
Company CultureWork-life balanceCareer advancementHealthcare benefitsWork from home optionPersonal development programsCertification
- Operational Excellence
- Process Improvement Tools
- Process Management
- Strategic Quality Management
- Power BI Desktop
- IBM Agile Explorer
Timeline
Support Services Manager
VMware
10.2023 - Current
VMware Workspace One Engineer
VMware, Workspace One Apple
10.2021 - 10.2023
Fast Track Manager
Ana Gomez, Microsoft, DXC Technology
01.2021 - Current
Technology Team Lead
DXC Technology
10.2019 - 12.2020
Team Lead
IBM
07.2018 - 06.2019
Cloud operations Team Lead, Messaging Engineer
Hewlett Packard Enterprise
01.2017 - 07.2018
communications engineer, Team Lead
Ana Gomez
10.2015 - 12.2016
Technical Team Lead
Hewlett Packard Enterprise
02.2012 - 10.2015
Technical Team Lead
HP
05.2009 - 02.2012
Service Desk
HP
04.2008 - 05.2009
Control M Administrator
IBM
Bachelor of Science - Computer Science
Universidad Latina
Technical Team Leadership -
University of Oxford
Tecnico - Gestion De Talento Humano
Universidad Americana
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