Mario Ballestero Murillo
San José,SJ
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand with proven ability to analyze, diagnose and resolve support issues. Experienced in providing comprehensive technical support to teams and stakeholder.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Support Specialist II
VMware
10.2023 - 12.2023
- Enhanced team productivity by implementing efficient project management strategies.
- Improved team efficiency by implementing Agile methodologies and optimizing workflow processes.
- Enhanced software quality by conducting thorough code reviews and providing constructive feedback to team members.
- Reduced project delivery times by effectively prioritizing tasks and delegating responsibilities among the team.
- Developed high-performing technical teams by offering targeted training, coaching, and mentorship opportunities.
- Streamlined communication channels between technical teams and key stakeholders, ensuring alignment on project goals and expectations.
- Resolved critical issues in a timely manner by identifying root causes and implementing effective corrective actions.
Business Systems Analyst
VMware
06.2021 - 10.2022
- Streamlined business operations, identifying process improvements, and providing sign-off recommendations
- Collaborated on the design and implementation of business applications, contributing to company-wide projects
- Served as a subject matter expert for process improvements and system enhancements
- Simplified support processes, reducing issue resolution time and support case volume
- Created workflow diagrams across CRM, Phone/IVR, and ERP systems
- Reviewed technical design deliverables to ensure business objectives were met
- Participated in UAT, provided post-implementation support, and assisted in training.
- Improved business processes by analyzing system requirements and implementing effective solutions.
Support Specialist II - BTA Business Apps Support
VMware
07.2017 - 06.2021
- Resolved business process cases related to billing, termination, renewals, and customer success
- Supported VMWare leads in overall planning and execution
- Built Technical Case Analysis and managed workload streams for issue resolution
- Conducted analysis and resolution of issues, root cause analysis, and processes mapping
- Administered and maintained hierarchical data coverage for Salesforce.com, SAP, and Oracle EBS
- Presented business customer experience activities and documented training materials
- Drove initiatives related to SaaS Billing OTC and subscription cycles
- Tracked and reported key metrics for overall program progress.
Support Specialist I
Infotree Solutions For VMware
02.2015 - 07.2017
- Triaged and resolved global support cases on different systems, collaborating with global teams
- Resolved system integration or code-related fixes, including post-go-live support
- Communicated and set targeted resolution time frames to business users
- Engaged with business stakeholders to understand requirements.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
SPOC/Facilitator
Bank of America
11.2009 - 09.2014
- Triaged and resolved global support cases on different systems, collaborating with global teams
- Resolved system integration or code-related fixes, including post-go-live support
- Communicated and set targeted resolution time frames to business users
- Engaged with business stakeholders to understand requirements.
Incident Lifecycle Coordinator
Hewlett Packard Enterprise
09.2007 - 08.2009
- Processed tickets requests, managed ticket distribution, and supervised escalations
- Evaluated life cycle and proper ticket routing, ensuring adherence to service level agreements
- Prepared impactful reports for the Line of Business Governance team.
Technical Support
ITS
09.2006 - 08.2007
- Supported network configuration, VPN, Dial-up connections, and Outlook
- Promoted to Senior Customer Anti-SPAM support agent coordinator
- Monitored servers for ports efficiency and implemented process improvements.
Maintenance Handing Technician
Intel Corporation
07.2005 - 07.2006
- Provided maintenance and services for various hardware
- Configured systems for Windows computers and performed upgrades on machines
- Handled modules for bug correction in auto-processes for handling machines.
Education
BBA - Business Administration And Management
Universidad Fidélitas
Heredia, Costa Rica12.2023
Cisco CCNA 2, Network and System Administration/Administrator -
Tecnológico de Costa Rica
Technical Degree, General Mechanical Engineering -
Colegio Vocacional Monseñor Sanabria
Skills
- Effective communication
- Decision-making
- Efficient resource management
- Strategic Thinking
- Ability to lead and motivate teams
- Ability to align team efforts
Certification
- SalesForce.com Admin - SFDC Consultants - 17665575
- SCRUM Fundation Professional Certificate - CertiProf International
Languages
Upper Intermediate (B2)
Timeline
Senior Support Specialist II
VMware
10.2023 - 12.2023
Business Systems Analyst
VMware
06.2021 - 10.2022
Support Specialist II - BTA Business Apps Support
VMware
07.2017 - 06.2021
Support Specialist I
Infotree Solutions For VMware
02.2015 - 07.2017
SPOC/Facilitator
Bank of America
11.2009 - 09.2014
Incident Lifecycle Coordinator
Hewlett Packard Enterprise
09.2007 - 08.2009
Technical Support
ITS
09.2006 - 08.2007
Maintenance Handing Technician
Intel Corporation
07.2005 - 07.2006
BBA - Business Administration And Management
Universidad Fidélitas
Cisco CCNA 2, Network and System Administration/Administrator -
Tecnológico de Costa Rica
Technical Degree, General Mechanical Engineering -
Colegio Vocacional Monseñor Sanabria
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