1. JOHNNY A. CHAVES RODRIGUEZ
CiudadCariari,Heredia|8485-1942 | jvianeo25@gmail.com
SUMMARY
Team Manager with responsibility, problem solving skills, decision making,
communication skills and leadership.
Experience managing an Incident Coordination Team for over 3 years using
the best practices from ITIL.
Orientedtodevelopahighperformanceteam basedonknowledge,problem
solving skills and sense of urgency.
SKILLS & ABILITIES
Languages
· Spanish(Native)
· EnglishLevel:B2+BELT StandardFebruary2016
Software & Knowledge
· Microsoft Office (Excel, Word, Power Point)
· Outlook.
· Ticket systems and Notification Centers.
· Sharepoint Foundations course.
· Leadership training.
· MTA Network Fundamentals 98-366 Certification
· ITIL Fundamentals training
EXPERIENCE
2013-2014 Technical SolutionsLevel 1, Hewlett-Packard
· Resolve highpriorityissues,aswellas regularsolutionsforcustomersoncall
using communication skills (oral verbal) and troubleshooting.
· Leaderof the emailsupport teamdue toconsecutiveTopPerformerinticket
audit.
2014-2015 IncidentCoordinator Level 1, Hewlett-Packard

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· Bridge manager and Critical Incident Coordination, documenting the
progress and sending executive notification to appropriate parties.
· Exceed expectation annual evaluation and promotion to L2.
2015 IncidentCoordinator Level 2, Hewlett Packard Enterprise
· SME, mentor and guide in Critical incident coordination for agents,able to
resolve escalations and responsible for shift performances.
· Exceed expectation annual evaluation and promotion to Team Leader.
2016 Team Leader, Hewlett PackardEnterprise
· In charge of the team’s performance,goalsand metrics,alwayslookingfor
team engagement. Involved in hiring process and administrative work.
Responsible for new client deals onboarding for support and escalations.
· Tower Recognitiondue tothe restructure of the team’sstatementof work
and descriptionof service. “Accelerated”categoryin annual evaluationand
high Performer Bonus.
EDUCATION
2008 SecondaryEducation, Liceo de Costa Rica.
2013 University Degree, Universidad deCosta Rica.