Deiby Chaves Jimenez
IT Manager
Santo Domingo,Heredia
Summary
Dynamic Major Incident Manager with a proven track record at Western Union, excelling in critical incident handling and root-cause analysis. Expert in ITIL framework, driving continuous improvements and enhancing team performance through effective coaching. Adept at managing escalations and fostering collaboration, resulting in reduced downtime and improved service quality.
Overview
32
32
years of professional experience
Work History
Major Incident Manager
Western Union
12.2005 - 07.2025
- Provided immediate emergency response and incident management.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
- Tracked metrics involving critical incidents to model trends, produce reports, and make effective recommendations for improvements.
- Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
- Established a robust incident reporting system to track progress and identify areas for improvement.
- Enhanced team performance by providing regular training, coaching, and feedback to staff members.
- Collaborated with cross-functional teams for faster incident resolution and improved service quality.
- Spearheaded the adoption of ITIL best practices within the organization, contributing to standardization across departments.
- Reduced downtime during incidents by proactively identifying potential risks and mitigating them in advance.
Technical Support Officer
ITS Infocomunicación
01.2001 - 12.2005
- Managed high call volume during peak hours, maintaining exceptional service standards under pressure.
- Improved customer satisfaction by resolving technical issues in a timely manner.
- Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
- Provided comprehensive support for various software and hardware, enhancing overall user experience.
- Participated in IT projects supporting infrastructure improvements or new product launches.
- Served as a liaison between IT departments and end-users, translating complex technical concepts into easily understandable terms.
- Installed, configured and maintained computer systems and network connections.
- Developed and implemented preventive maintenance procedures.
Clerk
Ministry of Economy
02.1993 - 03.1996
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
Education
Master of Science - Master's Degree in Networks And Telematics
Universidad Interamericana
Heredia, Costa Rica 05.2001 -
Electronics Engineering
Universidad Interamericana
Heredia, Costa Rica12-2002
Liceo San Isidro,
Heredia12-1992
Skills
Critical incident handling
Documentation skills
Information management
Reporting requirements
Improvement recommendations
Incident management
Business continuity
ITIL framework
Technical troubleshooting
Root-cause analysis
Problem-solving abilities
Project management
Timeline
Major Incident Manager
Western Union
12.2005 - 07.2025
Master of Science - Master's Degree in Networks And Telematics
Universidad Interamericana
05.2001 -
Technical Support Officer
ITS Infocomunicación
01.2001 - 12.2005
Clerk
Ministry of Economy
02.1993 - 03.1996
Electronics Engineering
Universidad Interamericana
Liceo San Isidro,
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