Supervised and maintained the company's IT infrastructure, encompassing servers, network, hardware, and software. Created strategy, implemented and sustained IT systems to ensure optimal availability, security, and performance. Managed and supervised the ticketing system to ensure prompt resolution of client inquiries and requests. Developed strategies improving user satisfaction and support experience, while providing insights to the executive team, PMO, and CEO. Acted as the primary point of escalation to manage and resolve critical situations effectively. Provided on-site and remote technical support to all internal departments, including developers, QA, Finance, and HR teams. Monitored system performance and promptly troubleshooted issues. Championed a positive customer experience across product development and maintenance phases. Collaborated with external vendors and service providers to oversee IT-related contracts and services. Conducted root cause analysis to streamline workflow, identify recurring technical problems, and prevent development process obstacles. Collaborated closely with the development team to implement and maintain continuous integration and continuous delivery of CI/CD pipelines. Automated deployment processes to ensure reliable and efficient software releases. Partnered with developers to enhance code deployment and release management practices. Developed and enforced IT security policies and procedures to safeguard company data and systems. Ensured compliance with industry standards and regulations. Worked collaboratively with global cross-functional teams, including developers, QA engineers, and project managers, to ensure seamless project execution. Managed the IT budget, including cost estimation, procurement, and resource allocation. Identified opportunities for cost-saving and recommended technology investments as necessary.

Provided remote troubleshooting support to colleagues across global locations using a wide array of technical tools. Acted as a facilitator for cross-functional teams, ensuring efficient resource allocation and quality deliverables while taking ownership of solutions and minimizing ambiguity. Utilized analytical tools and metrics to monitor app usage, identify trends, and proactively address potential issues or areas for improvement. Proactively built trusted relationships with clients, understanding their needs for optimal support. Developed tools and best practices to optimize processes and maximize customer value from products/apps. Developed strategies using process improvement principles to resolve issues, ensure user satisfaction, and enhance the support journey. Acted as SME and primary point of contact to manage and resolve critical situations, ensuring immediate resolution for macOS and iOS clients. Consistently met SLAs, promptly escalating and resolving issues while collaborating with global cross-functional teams. Conducted remote troubleshooting utilizing diagnostic techniques and effective questioning strategies. Worked with the User Experience Team to develop and implement a global strategy for the support services team. Utilized business intelligence to analyze historical data, identifying gaps and informing management strategies for product innovation, user experience enhancement, and sales acceleration. Worked with IT, Engineering, HR, and Facilities departments to enhance customer workflows and ticket escalation procedures.

Collaborated as part of the local IT team to provide technical support, including installation, maintenance, and troubleshooting of personal computers, Microsoft servers, peripherals, and software, while seamlessly integrating Apple computers with Active Directory domains. Managed the ticketing system to ensure the prompt resolution of client inquiries and requests. Provided on-site and remote technical support to internal clients in the Costa Rica and Panama offices. Built and maintained strong relationships with key clients like Google, Microsoft, and Apple, offering tailored advice. Collaborated with the executive team and clients in the development and execution of the global support strategy for the team. Served as key liaison for VIP accounts such as Google, Microsoft, and Apple, aligning IT initiatives with organizational objectives in collaboration with stakeholders and project managers. Developed tools and best practices to enhance customer value from products/apps, leveraging knowledge across all parties. Managed database-derived status reports, offering recommendations for user experience, product enhancement, and customer engagement to marketing, sales, and management teams. Implemented and supported networking infrastructure, ensuring reliability, security, and performance. Tracked, managed, resolved, and escalated tickets as necessary, ensuring timely resolution of client issues. Troubleshooted problems with desktop PCs, Macs, servers, switches, and routers. Scheduled and executed software/hardware upgrades. Established and documented procedures pertinent to IT audits and internal requirements.

Mentored junior technical staff through rapid induction training and personalized sessions for customers on Apple topics and equipment, demonstrating adaptability to evolving needs. Addressed customer needs and concerns promptly, ensuring a seamless support experience. Provided on-site and remote technical support to internal and external clients. Led new staff onboarding, collaborated with Apple trainers for updates on emerging tech and products to ensure seamless integration and customer success. Collaborated with Apple trainers and local teams to swiftly resolve issues, enhance user satisfaction, and garner insights for ongoing improvement. Ensured an unparalleled customer experience throughout every interaction, prioritizing satisfaction and success. Partnered closely with Apple trainers and local teams to share insights, best practices, and new selling techniques, driving rapid learning and skill enhancement. Led a 60-person technical team, promoting quick learning, adaptability, and teamwork for effective Apple product support. Collaborated in the Genius knowledge base, synthesizing white papers and troubleshooting documentation to support local and global teams. Provided consultative expertise and guidance on technology adoption and purchasing decisions, ensuring alignment with customer goals and priorities.