Juan Pablo Carvajal Arias
Costa Rica
Summary
I am an experienced IT Support Manager with over 15 years of expertise in managing critical IT operations, focusing on Order to Cash (OTC) and logistics systems across the Americas region. Throughout my career, I have successfully led teams and projects, driving operational improvements, enhancing system performance, and implementing continuous improvement initiatives. In my current role, I lead support for key logistics and OTC systems, ensuring system stability, optimizing processes, and guiding teams to consistently exceed service expectations. I am passionate about fostering collaboration and creating a positive, high-performing team environment where everyone can excel. I believe in promoting best practices, empowering teams, and delivering solutions that drive business success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Support Lead Americas CS&L
Mondelēz International
04.2016 - Current
- Ensures the accomplishment of Service Level Objectives (KPIs), consistently delivering 99.9% system availability and exceeding Customer Satisfaction (CSAT) targets above 4.2 for OTC and Logistics systems from 2021 to 2023
- Led the Poseidon GATP Project across Chile, Peru, Colombia, and Ecuador, automating sales processes, including customer allocation and back-order management, resulting in $500K annual savings for Chile and Peru
- Managed all project phases, ensuring smooth delivery and scaling for future markets
- Prepares support services for major releases, supervising transitions to minimize business disruption
- Acts as the escalation point for critical incidents, ensuring swift resolutions with minimal impact
- Reduced incidents in OTC and Logistics by 30% in 2022 and 39% in 2023 through proactive problem management and continuous improvement initiatives
- Leads continuous improvement plans with service providers to eliminate delivery gaps, holding regular status review meetings with key stakeholders to discuss performance
- Ensures seamless end-to-end service delivery through OLA monitoring and vendor collaboration
- Promotes ITIL best practices for Incident, Problem, Change, and Release Management
- Implemented cost-saving measures like centralizing Mexico VAN services, yielding $30K in savings in 2021, and introduced automation to reduce IT dependency
- Developed training materials and interactive tools, streamlining user onboarding and reducing support tickets
- Fosters a high-performing team, recognized with 15 Bravo Awards in 2023, while ensuring 100% SOX compliance with zero audit findings over the last three years
Service Level Manager
Hewlett Packard Enterprise
11.2015 - 04.2016
- Responsible for CENOVUS Operations
- Customer facing reporting Legal Agreement Metrics to CENOVUS
- Escalation Management Handling
- Responsible for Customer Interaction
- Owner of Service Improvement Plans and Process Changes
- Overall Responsible for the support teams and ITIL CORE Process Group
Service Level Manager
Hewlett Packard Enterprise
01.2014 - 11.2015
- Responsible for overall Latin America Operations for P&G
- Customer facing reporting Legal Agreement Metrics to P&G
- Escalation Management Handling
- Responsible for Customer Interaction
- Owner of Service Improvement Plans and Process Changes
- Overall Responsible for the support teams: S2C, P2S, Capacity & Performance and Basis
Release Manager
Hewlett Packard Enterprise
01.2012 - 01.2014
- In charge of the ITIL Release Manager role for Latin America
- Comprehends the front office role towards customers and projects under scope
- Coordination of key activities and preparations for project cutover and testing stages
- Assurance of resources and staffing
- Generation of the framework for project implementations
Problem Manager
Hewlett Packard Enterprise
01.2010 - 01.2012
- In charge of the ITIL Problem Manager role for Latin America
- The job focuses on decreasing the number of errors in SAP by identifying the “Root Cause” of problems
- Performs Incident Trend Analysis to find definitive solutions to errors of repetitive nature
- Worked under ISO 20K certifications, achieved per completing the Problem Manager External Audit without corrections required to the process (First obtained in Latin America)
Problem Resolution Specialist
Hewlett Packard Enterprise
01.2009 - 01.2010
- In charge of technical resolution of repetitive problems in SAP for Latin America, identifying the root cause of errors
- In charge of documenting solutions to technical problems, to later be used by other technical resources
- Worked under different sub modules part of SAP SD
- Worked in the implementation of ABAP program code modifications and SAP configurations
SAP Consultant II
Hewlett Packard Enterprise
01.2008 - 01.2009
- Worked in solving errors or incidents that are critical to business processes, under metrics and established resolution targets
- Worked closely to Projects entering the production environments
- In this position ABAP code is analyzed and improved for issue detection and resolution
- Changes to production environments are implemented under the IGDE Model
- Provides technical trainings to resources in the entry positions
SAP Consultant I
Hewlett Packard Enterprise
04.2007 - 01.2008
- Worked in different SAP Modules: Warehouse, Core Manufacturing, Purchasing, STX, FPOM, AR, OAQ
- Worked under the clock, under metrics (SLAs) established of 4 hour resolution target for Latin America
- Configurations for iDOC and RFC interfaces between systems were performed
- Configurations related to creation, monitoring and maintenance of JOBs
- Data Maintenance configuration
- Creation, modification and assignation of roles to users
- Knowledge on system monitoring such as use of memory and process verification in SAP
Education
Bachelor - System Engineering
Universidad Latina de Costa Rica
01.2006
High School Degree -
Colegio Experimental Bilingue de Grecia
01.2002
Skills
- IT Service Management (ITIL)
- Process Optimization and Automation
- Team Leadership and Development
- Project Management
- Continuous Improvement
- SAP Systems (SD, ABAP)
- Service Level Agreement Management
- Escalation Handling
- Customer Relationship Management
- Incident Management
- SLA Compliance
- Knowledge management
- Trend Analysis
- Problem-Solving
- Team Collaboration
- Decision-Making
Certification
ITIL Foundations V4
Languages
Spanish
Native language
English
Proficient
C2
Portuguese
Intermediate
B1
Timeline
Support Lead Americas CS&L
Mondelēz International
04.2016 - Current
Service Level Manager
Hewlett Packard Enterprise
11.2015 - 04.2016
Service Level Manager
Hewlett Packard Enterprise
01.2014 - 11.2015
Release Manager
Hewlett Packard Enterprise
01.2012 - 01.2014
Problem Manager
Hewlett Packard Enterprise
01.2010 - 01.2012
Problem Resolution Specialist
Hewlett Packard Enterprise
01.2009 - 01.2010
SAP Consultant II
Hewlett Packard Enterprise
01.2008 - 01.2009
SAP Consultant I
Hewlett Packard Enterprise
04.2007 - 01.2008
High School Degree -
Colegio Experimental Bilingue de Grecia
ITIL Foundations V4
Bachelor - System Engineering
Universidad Latina de Costa Rica
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