cv Lester Rivera

1. Address
Alajuela, Costa Rica
Phone
(506) 6087-9587
Email
les_rium@hotmail.com
Website
https://www.linkedin.com/in/lester-
rivera-a9432a147
Experiences
IBM Transformation Services Jan 2015– Jun 2019
CLOUD Change Process Manager
 Point of contact for Review& Final Approval of changes (physical and logical) at a worldwide
companylevel, to make sure theyare audit worthybefore implementation. UsingISM, SCCD,
SIEBEL, SNOW systems
 Followup changes approvedto close them appropriatelyanddocument as necessary, could
require escalationprocess for the offenders. This requires communicationwithPMs, DPEs,
PDLs, People Managers andothers
 Audit changes alreadyclosed for PIR -Post ImplementationReview-
 Creation ofRCA -Root Cause Analysis-whennecessary(for FAILEDchanges)
Video Program Office Service Manager
 Manage ina Global level the telepresence service for the whole company
 I generate reports fromthe AT&T Telepresence Solutions (ATS) portal andbased onthe metrics I
have one onone withthe top offenders
 When the number of offenders is high, I give training withthe offenders per region(e.i South
America, Europe, India), document the training and uploadthe informationto an internal
website
 Create, modifyanddelete credentialsfor user of the serviceswe provide inside the company
 Manage the internalwiki we use for telepresence inthe company
 Test newdeployments, organizing the logistics andprograming inthe ATS portal as well, with
IBMers and external client AT&T
 Manage telepresence meetings for internal employees andbetween IBMandexternal
companies
 Train newusers onhowto use the services for the platforms we offer (Videxio, ATS, WebEx, etc)
 Subject Matter Expert IBMpoint of contact for technical issues relatedto the telepresence
services providedbyIBM, request cancome directlyfrominternalemployee or from external
client reroutingthe ticket
 Check tickets (alarms) generated bythe telepresence rooms registeredinthe systemto take
actions if necessaryor senda FE
 Generate reports of usage to discussthe monthlyandyearlymetrics andbasedonthe data take
actions for the next month, quarter andyear suchas revoke permissions, change the contract
with the external client, provide more training, reduce cost for the OU, implement new ideas,
and more
 Generate reports of workflowto analyze the behavior ofuser andtake actions if necessary.
SUMMARY
I am a proactive person, tech oriented, very
approachable, I am used to working for goals,
with leadershipprinciples, I learn fast, I know
how to manage myown time verywellto
have the deliverables ontime, responsible.
I like newchallengesandI amalways willing
to learnnew things that helps me to grow.
I am usedto working with groups ofpeople
and be the leader to helpthem success in
whatever project is necessaryand I take
feedbacks ina positive way.
If you made a mistake, it onlymeans you can
do it better next time.
Lester Rivera Umaña
les_rium@hotmail.com (506) 6087-9582

2. 000
Experiences
Project ManagementOffice (PMO)
 Contract and PCRLog
 Financial Tracker
 VacationTracker
 CommunicationsCalendar
 RACI
 RAIDD
 Labor Report
 On boardingchecklist
 Off boardingchecklist
 Hours forecast
 Hours report
 SOW
 Meetingminutes
June 2016 – March 2017
Amazon
SellerSupport Associate
 Basic Techsupport
 Assistsellersof Europe
Call CenterAgent(securityescalationslevel 3)
 Take escalationsfromcustomerservice
 Basic Techsupport
 Checksecurityof the account
 Identifypossiblefraudstersvsreal accountholders
 Reportsocial engineeringwhenconfirmed
 Give or denyaccessto lockedaccounts
 Close accounts
Call CenterAgent(customerservice level 2)
 Provide customerservicetobuyersof amazon.comin level 2
 Basic Techsupport
 Take escalationsfromcustomerservice
 Applyrefunds,replacements,cancelations,concessions,contactsellersinbehalfof buyers,finddesire itemson
the website inbehalf of customers,contactvendorsinbehalf of customers
 Contact carriersinbehalf of buyerstocheck the statusof the orders
Call CenterAgent(customerservice)
 Provide customerservicetobuyersof amazon.com
 Basic Techsupport

3. Experiences
October2014 – May 2016
Valor Global
Call CenterAgent(collections)
 Billing
 Finance
 Collections
 Basic Techsupport
 Up-sales
 CustomerService
October2012 – May 2014
Startek
Call CenterAgent(techsupport)
 Call CenterAgent(techsupport)
 Provide techsupportforinternet
 Provide techsupportfordigital cable
 Provide techsupportforphone
 Up-sales
 Billing
 CustomerService
October2010 – Sep2012
Convergys
Call CenterAgent(customerservice)
 Provide customerservice,PayPal account
 Billing
 Back-upof supervisor,checkingagentsadherence, add/remove OT,fixingmiss-punchissues
October2009 – Feb2010
AgenciaAduanal Grupo Tical Holding
Checker
 Compare customer’sinvoiceswiththe inventoryatcustoms
 Reportany anomalytomanagement
 Make sure customersare payingthe right amountof taxes
November2007 – Apr 2008
Pollosdel Este
Cook Asistant
 Cookthe foodof the restaurantfor the customers
 Wash the dishes
 Cleanthe kitchen

4. Education
2019 – Professional ScrumMaster I (certified)
Scrum.org - https://www.scrum.org/badges/awards/424909
2018 – Introduction to Cybersecurity
www.netacad.com
2017 – CCNA v6.0 Module I, II
Universidad Nacional deCosta Rica. UNA
2015 – Certified AssociateProjectManagement (CAPM)
IBM
2010 – CCNA Exploration 4.0 Modules I,II and III
Universidad Nacional deCosta Rica.UNA
2009 – 2010 – Information Systems Engineering
Universidad Nacional deCosta Rica. UNA
2009 – General Subjects
UNED
2006 – 2008 – Basic Computer Operator
Instituto de Alajuela
2003-2008 – High School
Instituto de Alajuela
1997 – 2002 – Primary School
Ascensión Esquivel Ibarra
Note: congratulation letter extended by Cisco on: Routing Protocols and Concepts
References:
AlonsoSalazarSánchez
CloudBusinessOperationsManager
Cel 8996 0888
Katherine MasisCerdas
ClientTechnical Solutioner
Cel 8833 8752
Sadri Chaddi
DeliveryProjectExecutive
Cel 8705 5681
Email sadricr@hotmail.com
KarenEllis
Change ProcessManagerLead
ksteel0731@hotmail.com
IvanniaChinchillaQuesada
Data CenterInfrastructure ProjectManager
Cel 8384 2367