I am a Senior Program Manager and PMO Leader with more than 19 years of experience delivering digital transformation, cost optimization, and cross-functional programs in global SaaS and technology environments.
I lead Agile and Waterfall initiatives across engineering, finance, data, business intelligence, supply chain, and customer support organizations. My work centers on governance, stakeholder alignment, risk management, executive communication, and KPI-driven performance management.
I have delivered measurable business outcomes, including $1.6M in annual savings through cost optimization and process redesign. I also build scalable operating models, forecasting processes, dashboards, and reporting frameworks that improve decision-making.
My technical background includes product engineering, technical support, hardware troubleshooting, root cause analysis, training, and documentation. This experience helps me bridge business priorities with operational and technical execution.
I am fluent in English and Spanish, with intermediate Portuguese. I bring an Industrial Engineering background and certifications in project management, Six Sigma, and generative AI for project managers.
I lead global delivery of the CarePack Costing Tool, enabling standardized cost estimation integrated with Annual Intervention Rate across global regions.
I established governance, operating rhythms, and alignment across engineering, finance, data, and business intelligence teams. I improved data integration and validation controls, built executive dashboards, and managed program risks, dependencies, and funding constraints.
I led the AMS Printer Maintenance Kit Program and delivered $1.6M in annual savings through cost optimization and process redesign. This work was recognized with HP's Amaze Award for business impact.
I redesigned forecasting models that reduced reporting cycle time by 75% for three regional teams. I also established and managed the team's PMO, defining workflows, training team members, and overseeing project delivery.
I led global warranty cost-reduction initiatives across contact centers, field engineering, and supply chain teams. I used data-driven strategies to reduce repeat visits and unnecessary parts replacements.
I developed technical training for call center teams on new parts strategies and coordinated hot-issue alerts across cross-functional teams. My work improved technical response consistency and issue-resolution alignment.
I partnered with Global Business Units to investigate hardware issues in new HP PC and printer products. I performed root cause analysis and translated findings into actionable solutions for contact center and technical support teams.
I drove knowledge transfer through instructor-led training, web-based training, face-to-face sessions, and internal technical knowledge base documentation. I also led audits and process-refinement initiatives across technical support operations.
I designed and delivered hardware and software training for call centers and support teams.
I created technical documentation, manuals, and troubleshooting guides to support consistent issue diagnosis and resolution.
I served as one of five technical mentors supporting a call center team of more than 60 people in Costa Rica. I provided real-time troubleshooting guidance and issue resolution support.
I managed technical documentation and escalation handling for critical issues, helping maintain knowledge continuity across the team.
Industrial Engineering, Industrial Engineering
Completed Industrial Engineering studies part-time while working full-time at HP.
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