Gabriel Chacon Simon
San José
Summary
Proven leader with 18 years of experience managing global operations, optimizing processes, and driving strategic initiatives. Known for building strong partnerships, aligning service delivery with client needs, and leading high-performing teams to achieve operational excellence. Adept at identifying opportunities for growth, ensuring resource efficiency, and fostering collaboration across stakeholders to deliver value-driven results. Skilled in Lean-Agile methodologies, business intelligence tools, and operational planning to support organizational goals and client satisfaction.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Manager, Customer Solution Centers
DXC Technology
05.2022 - Current
- Lead and manage cross-functional teams providing remote service delivery to solve complex business systems and applications issues, ensuring client satisfaction
- Oversee operational activities, establishing and monitoring KPIs to ensure team goals and contractual commitments are met, resulting in consistent SLA compliance
- Sponsor and manage high-impact projects, such as the onboarding of new and complex support of new products, achieving seamless transitions with minimal disruption
- Foster strategic relationships with subject matter experts, stakeholders, and management to expand business opportunities and drive innovation through AI and automation
- Delivered enhanced team performance through training programs and process improvements, leading to an increase in customer satisfaction scores
Business Intelligence SME - Microsoft Account
DXC Technology
01.2020 - 05.2022
- Power BI Expert: Designed and implemented advanced Power BI solutions, enabling data-driven decision-making and effective business governance
- Trainer and Mentor: Conducted Power BI training sessions, upskilling teams and fostering a culture of data literacy and analytical proficiency
- Automation Advocate: Identified and deployed automation opportunities for the Global Help Desk, reducing manual effort and improving efficiency
- Process Optimization Leader: Streamlined workflows using Value Stream Mapping, achieving significant improvements in process efficiency and resource allocation
- ITIL Consultant: Provided expert guidance on ITIL processes, ensuring alignment with best practices and enhancing operational effectiveness
Operations Engineering & Excellence Continual Improvement Consultant
DXC Technology
01.2018 - 01.2020
- Lean Six Sigma Deployment Lead: Led Lean Six Sigma initiatives across Infrastructure Operations, Applications Field Services, Business Process Outsourcing, and Project Delivery in the Americas, Europe, and Asia, driving continuous improvement and operational excellence
- Process Optimization and Automation Innovator: Identified and implemented process enhancements and automation opportunities, resulting in significant cost reductions and improved resource efficiency
- Regional Standardization Leader: Developed and implemented Lean Playbooks to standardize project deployments across regions, ensuring consistency and scalability
- Industrialized Delivery Model Deployment: Operationalized the company's global vision by optimizing delivery frameworks and driving transformative organizational change
- Automation Adoption and Deployment Squad Leader: Directed teams in deploying cutting-edge automation solutions and crafting Epics and User Stories to improve operational efficiency
Bionix Lean Lead and Change Agent
Hewlett Packard Enterprise
01.2016 - 01.2018
- Lean Six Sigma Deployment Lead: Directed the implementation of a Lean Six Sigma Playbook and tailored solutions across multiple regions, achieving a minimum of 10% efficiency gains and capturing ROI through capacity redeployment
- Global Project Leadership: Led 10-week on-site projects across diverse regions and business units, including managing a scope of 14,000 employees in different Global Centers, driving operational excellence and process optimization
- Efficiency and ROI Optimization: Delivered measurable results by identifying inefficiencies, implementing data-driven solutions, and enhancing overall business performance
- Global Standardization Leader: Directed the standardization of tools for 14,000 users, including Production Managers across all regions, ensuring consistent and efficient operational practices
- Product Owner - Operational Service Leads Instrumentation: Led a Scrum Team of three developers supporting 4,500+ users in a cloud environment with robust reporting capabilities
Global Production Management - Instrumentation SME
Hewlett Packard
01.2013 - 01.2014
- Operational Model Development: Collaborated with McKinsey consultants on a 3-month pilot to define a new operational model
- Took ownership of global data analysis, governance tools development, and operational lead structure to optimize and balance operations, achieving greater efficiency
- Strategy Implementation: Partnered with Production Managers to align governance tools and Operational Service Leads with strategic objectives, ensuring seamless execution and alignment with operational goals
- Global Deployment Leadership: Led the on-site deployment of the production management model in India, overseeing a scope of 1,500+ employees and ensuring successful adoption of the new framework
Remote Management Center - Shift Manager and Process Lead
Hewlett Packard
01.2008 - 01.2013
- Operational Leadership: Managed daily operations and ensured service continuity for infrastructure support, delivering services to 42 customers and a dedicated account, consistently meeting Service Level Agreements (SLAs) across day and night shifts
- Staffing and Escalation Management: Ensured proper staffing levels to support operations, managed escalations effectively, and triggered Business Continuity Plans (BCP) when necessary to maintain service reliability
- Global Deployment Supervision: Supervised the on-site go-live of the Panama infrastructure operation, ensuring smooth execution and operational readiness
- Training and Knowledge Sharing: Delivered training and assistance to other Global Delivery Centers, fostering knowledge transfer and operational consistency
- SLA and KPI Oversight: Developed comprehensive reports to monitor SLA and KPI compliance, identifying gaps and implementing corrective actions to maintain performance standards
Network L1 and L2 Engineer
Hewlett Packard
01.2007 - 01.2008
- L1 Network Engineer: Provided network support for CIBC and Latin America and Caribbean (LAC) accounts, troubleshooting and resolving issues in Cisco-based infrastructure following comprehensive documentation and processes
- L2 Network Engineer: Delivered advanced network support for the Central America Remote Management Center, managing diverse networking brands, protocols, and devices
Education
Network Technician -
Instituto Tecnológico de Costa Rica (ITCR)
Electronics Engineer -
Instituto Tecnológico De Costa Rica (ITCR)
Business Management -
Universidad Estatal A Distancia (UNED)
01-2027
Microelectronics Technician -
Colegio Vocacional de Artes y Oficios (COVAO)
01.2000
Skills
- Project Management
- Lean Six Sigma Green Belt
- Customer service
- Agile Methodologies
- Team leadership
- IT Service Management
- Decision-making
- Cisco Certified Network Professional (CCNP)
- Complex Problem-solving
- Business Intelligence
- Microsoft Office 365
Certification
- Microsoft Certified: Azure AI Fundamentals, 2024
- 3CX Basic Certified Engineer V20, 2024
- Scrum Master Professional Certificate - SMPC, 2022
- Lean Six Sigma Green Belt, 2021
- Power BI - RH Consultores, 2021
- Lean Six Sigma Manager Seminar, 2013
- Successful Business Communication, 2012
- Working Effectively with Customers, 2012
- Information Technology Infrastructure Library (ITIL) v3, 2011
- Exin ITIL V3 Intermediate Operational Support and Analysis (OSA), 2011
- Exin ITIL V3 Intermediate Continual Service Improvement (CSI), 2011
- New Manager Excellence Program, 2011
- Excellence in Interviewing, 2011
- Information Technology Infrastructure Library (ITIL) v2, 2009
- Managing Low Performance, 2009
- Cisco Certificated Network Professional, 2009
- Cisco Certificated Network Associated, 2006
- Network Technician, 2006
- Electric Engineer, In Progress
- Microelectronics Technician specialty, 2000
Languages
English
Spanish
Hobbies and Interests
- Exploring and learning diverse infrastructure technologies to creatively solve real-world challenges and improve daily life efficiency.
- Enjoying quality time with family and caring for my dogs, finding balance and joy in fostering meaningful connections and a happy home environment.
Personal Information
Nationality: Costa Rican Deutsch
Timeline
Manager, Customer Solution Centers
DXC Technology
05.2022 - Current
Business Intelligence SME - Microsoft Account
DXC Technology
01.2020 - 05.2022
Operations Engineering & Excellence Continual Improvement Consultant
DXC Technology
01.2018 - 01.2020
Bionix Lean Lead and Change Agent
Hewlett Packard Enterprise
01.2016 - 01.2018
Global Production Management - Instrumentation SME
Hewlett Packard
01.2013 - 01.2014
Remote Management Center - Shift Manager and Process Lead
Hewlett Packard
01.2008 - 01.2013
Network L1 and L2 Engineer
Hewlett Packard
01.2007 - 01.2008
Microelectronics Technician -
Colegio Vocacional de Artes y Oficios (COVAO)
Network Technician -
Instituto Tecnológico de Costa Rica (ITCR)
Electronics Engineer -
Instituto Tecnológico De Costa Rica (ITCR)
Business Management -
Universidad Estatal A Distancia (UNED)
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