Andrés Rojas Picado
Summary
Highly skilled and detail-oriented professional with 15+ years of experience in the technology services and shared services industry. Extensive knowledge of customer service best practices and a proven track record in implementing and standardizing new processes within learning and knowledge academies. Seasoned executive with a strong ability to effectively manage multiple projects concurrently, ensuring successful completion. Recognized as a manager who excels in developing robust cross-cultural relationships, strategic planning, and cultivating leadership talent.
Overview
17
17
years of professional experience
1
1
Certification
Work History
AV Procurement Global Lead
DXC Technology
06.2023 - Current
- Managed supply chain process, from order placement to delivery, to facilitate on-time and accurate fulfillment.
- Championed sustainable procurement practices, integrating environmental and social considerations into decision-making processes.
- Developed and implemented procurement policies and procedures to enhance compliance with company standards.
- Evaluated supplier quotes based on purchasing procedures and competitiveness in quality, price and delivery.
- Achieved cost savings by implementing strategic sourcing and supplier management initiatives.
- Developed global procurement strategies to optimize supplier performance across multiple countries.
- Collaborated with internal departments to identify opportunities for process improvements and cost savings initiatives.
- Cultivated strong relationships with vendors to maintain and improve levels of customer service.
- Collaborated with internal stakeholders to create timely and accurate purchase orders.
Global Learning and Training Officer for Microsoft
DXC Costa Rica
03.2020 - 06.2023
- Understand the requirements of the business as it changes, adapting to always fulfill its base criteria
- Identified training needs and planned classes accordingly.
- Balanced multiple responsibilities simultaneously in a fast-paced environment, prioritizing tasks effectively to meet deadlines without sacrificing quality of workmanship or attention to detail.
- Boosted team morale and collaboration through effective communication strategies and team-building exercises during training sessions.
- Developed strong relationships with department managers to align training initiatives with business goals and priorities.
- Trained over 500+ students with graduation rate of over 95%.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
Learning Advisor / Skills Administrator
IBM Costa Rica
02.2018 - 02.2020
- Work in the GTS IS Skills, Learning & Knowledge organization supporting the development and tracking of Infrastructure Services skills and learning development programs
- Utilized technology-based tools effectively such as presentation software or online resources which enhanced the overall quality of instruction.
- Sought out opportunities for cross-curricular collaboration with colleagues in other departments to create a more cohesive learning experience for students.
- Oversaw budget planning and financial reporting for all assigned programs ensuring optimal utilization of resources.
- Managed cross-functional teams to achieve program objectives, fostering collaboration and teamwork.
- Presented regular updates to senior leadership on program status, achievements, risks and mitigation strategies.
- Analyze the skills levels and the measurements used to track training and skill status using established processes and management system
- Gained visibility globally with director and leaders which returned in a proposal to lead projects like Monthly Business Reviews with all GEO's leaders and the technology organization director
- Increase the amount of subscribers by 40% by leading the implementation of a website where all invitees into the GH project gained visibility and guidance
- Optimize the user experience for the courses & development plans in 20% by promoting a new project where accountability and lessons learned of the work done was gathered providing data as for the new approach for 2020 should be
Delivery and Security Analyst & Service Coordinator | Lighthouse Program
IBM Costa Rica
09.2016 - 02.2018
- Analyze and translate business requirements into control objectives
- Design security controls and implements them along with a security management cycle
- Assist in finding the proper balance between enabling and securing in relations with the client's organization, culture and ecosystem
- Asset classification models, risk analysis reports, information security policies, security solution scenarios
- Implementation plans, security services, organization models and procedures standardization
- More than 10+ deployments made to the platform Lighthouse, the implementation of digital assistant which will respond commonly asked questions to the users about the platform depending on their JRSS and title
Identity and Access Management Team
IBM Costa Rica
06.2015 - 09.2016
- Help clients implement Identity and Access Management solutions using commercially available and open source products
- Define standards and policies with IBM Methods and Technical Work Products to provide solutions, including: User Provisioning and Access Management, Total Authentication and Managed/Cloud Identity Solutions, helping clients achieve their business and security objectives
- Started as the A squad for IAM for the new client Stryker
- Improved the impression the client had about the Costa Rica team with top results and delivery of the SLA's and the service provided
- Supported regions such as APJ, NA, Europe, MEA
Logistics Coordinator | Central Area - USA
Oracle, Costa Rica
05.2014 - 06.2015
- Interacts with customers, company sales and/or service representatives to handle a variety of presales or post-sales service functions and/or requests
- Improved order accuracy through meticulous data entry and verification processes.
- Receive customer requests and prepares documents/trouble tickets related to processing returns, servicing and exchanges
- Adapted quickly to unexpected disruptions in the supply chain, developing contingency plans to minimize negative impacts on business operations.
- Update databases with status of returned materials issues and accounts for returns inventory
- Record and report the status of equipment returns, repairs, replacements, sales orders and delivery schedules
- Acted as the backup analyst for Central America Area whereas I oversaw all the detail-oriented tasks, got promoted into the absorbing more workload and cascade new processes implemented in the US Central area into other business areas in need
Global Account Administrator
Hewlett Packard, Costa Rica
03.2010 - 04.2013
- Help clients implement Identity and Access Management solutions using commercially available options and open source products
- Monitored client accounts for potential issues, proactively addressing concerns before they escalated.
- Enhanced client satisfaction with timely resolution of inquiries and effective communication.
- Define standards and policies with IBM Methods and Technical Work Products to provide solutions, including: User Provisioning and Access Management, Total Authentication and Managed/Cloud Identity Solutions, helping clients achieve their business and security objectives and needs.
- Gained visibility globally with director and leaders which returned in a proposal to lead projects like Monthly Business Reviews with all GEO's leaders and the technology organization in office director.
- Participated in process improvement initiatives, helping to create a more efficient and accurate account administration function.
Technical Customer Representative & Concierge Services
Hewlett Packard, Costa Rica
09.2007 - 03.2010
- Work in the GTS IS Skills, Learning & Knowledge organization supporting the development and tracking of Infrastructure Services skills and learning development programs
- Understand the tools and processes used to develop and publish learning plans, identify job role and skill sets of the population
- Understand the skills levels and the measurements used to track training and skill status using established processes and management system
- Gained visibility globally with director and leaders which returned in a proposal to lead projects like Monthly Business Reviews with all GEO's leaders and the technology organization director
- Increase the amount of subscribers by 40% by leading the implementation of a website where all invitees into the GH project gained visibility and guidance
Education
Bachelor in Advertising and Communication - Advertising and Communications
Universidad Hispanoamericana
09.2024
Skills
- Strategic Planning
- Facilitation Techniques
- Innovative thinking
- Strategic Visioning
- Supplier Relationship Management
- Mentoring abilities
Accomplishments
INCAE Business School Career Development & Alumni Experience Workshop for new professionals on STAR Methodology
July - 2024
INCAE Business School is a private, non-profit, multinational, higher education organization devoted to teaching and research endeavors in the fields of business and economics aimed at training and instructing, from a worldwide perspective, individuals capable of successfully holding top management positions in Latin America.
URL: https://incae.edu/
Languages
Spanish
Proficient
C2
English
Advanced
C1
Certifications
Design Thinking Professional Certificate, 05/01/23
Certification
- Design Thinking Professional Certificate [May 2023]
Additional Information
Natalia Chaves Quiros - DXC Technologies - Account Delivery Leader
Linked In: http://linkedin.com/in/nch-cr
Cristin Aguilera - HITEC Program Director
Linked In: http://linkedin.com/in/cristinaguileraapestegui
Alessandro Mazzali - Founding Partner NutriBio
Linked In: http://linkedin.com/in/alessandro-mazzali-saborio-77a88354
Timeline
AV Procurement Global Lead
DXC Technology
06.2023 - Current
Global Learning and Training Officer for Microsoft
DXC Costa Rica
03.2020 - 06.2023
Learning Advisor / Skills Administrator
IBM Costa Rica
02.2018 - 02.2020
Delivery and Security Analyst & Service Coordinator | Lighthouse Program
IBM Costa Rica
09.2016 - 02.2018
Identity and Access Management Team
IBM Costa Rica
06.2015 - 09.2016
Logistics Coordinator | Central Area - USA
Oracle, Costa Rica
05.2014 - 06.2015
Global Account Administrator
Hewlett Packard, Costa Rica
03.2010 - 04.2013
Technical Customer Representative & Concierge Services
Hewlett Packard, Costa Rica
09.2007 - 03.2010
Bachelor in Advertising and Communication - Advertising and Communications
Universidad Hispanoamericana
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