1. RESUME
ALLAN ALVARADO - BRENES
PERSONAL INFORMATION
Date of Birth: April 5th
, 1975
Costa Rican
Single, no children
CR Passport
Driver’s License
Tel: 506 2285 6733
Cel: 506 8993 2192
P.O. Box: 379-2200 Coronado
E-Mail: aalvarado_brenes@hotmail.com
Address: Moravia, San Jose, Costa Rica
EXPERIENCE
2014 – Actual Hewlett Packard
 As Record to Report (RTR) Supervisor:
 In charge of a team of 11 people responsible for the Bank Reconciliation, GL Reconciliation, Transitory Accounts Reconciliation and
Month End Close Journal Entries processes of the DHL Account for Central America and Caribbean.
 Improvement of the metrics: Service Level Agreements related to Cash Account Reconciliation Timelines, Balance Sheet Account
Reconciliation Timelines, Timely Posting of Ad-Hoc GL Journals trackers and Bank Reconciliation Checklist.
 Improvement of the processes migrated to HP in order to do the everyday activity more efficient.
 Point of escalation and contact between DHL Management and HP Management for RTR processes.
 Weekly and monthly reviews with customer tower managers.
 As Procurement to Pay (PTP) Supervisor:
 In charge of a team of 10 people responsible for payments and suppliers processes of the DHL Account of Central America and Mexico.
 Improvement of the metrics: Service Level Agreements related to Disbursement Accuracy, Inquiry Resolution Timelines and Payment
Timelines.
 Improvement of the processes migrated to HP in order to do the everyday activity more efficient.
 Point of escalation and contact between DHL Management and HP Management for PTP processes.
 Weekly and monthly reviews with customer tower managers.
 As Order to Cash (OTC) and Credit Analysis Supervisor:
 In charge of a team of 20 people responsible for the Collection and Credit Analysis processes of the DHL Account credit customers of
Central America and Caribbean.
 Improvement of the metrics: Service Level Agreements related to % of Overdue Trade Receivables, Unallocated Payments, Bad Debt
Provision and Credit Analysis.
 Improvement of the processes migrated to HP in order to do the everyday activity more efficient.
 Point of escalation and contact between DHL Management and HP Management for OTC processes.
 Weekly and monthly reviews with customer tower managers.
 As Quality and Training Lead:
 Create the New Employee Orientation program for the DHL Account.
 Create the Back Up program for the DHL Account and coordinate it with the Supervisors of Procurement to Pay, Record to Reconciliation
and Order to Cash.
 Support Supervisors in all processes documentation according to the Statement of Work.
 Establish quality control points in all processes.
 Help with new processes transition to Costa Rica.
 Keep tracking of all training done by the DHL account team members.
 Been the point of contact for QA & Training Global initiatives between Costa Rica and the other HP centers.
2013 – 2014 Amazon Costa Rica
 As CSA (Customer Service Agent):
 Respond customer requests and doubts by chat.
 Accomplish metrics establish by my manager.
 Schedule and do Over Time as requested.
 Accomplish schedule.
2005 – 2012 Hewlett Packard
 As Project Manager:
Updated: July 2011

2.  Lead and coordinate HP activities including issue resolution and escalation.
 Prepare mitigation plans ahead of execution.
 Provide regular project updates to the P&G SPOC as per the communication guidelines established in the project.
 Schedule routine and key decision date meetings.
 Create and maintain the overall shift plan, cutover plan, project plan and risk assessment.
 Provide estimated glide path for execution and actual glide path update during the project execution.
 Accomplish Key Deliverables and Billing Milestones in the time agreed with the customer.
 As SAP Problem Manager:
 Identification of trends, including Incident Trend Analysis
 Problem Control Activities: Identify root cause and document
 Development, implementation and verification of corrective actions
 On-going Problem monitoring and reporting
 Problem record creation, tracking, and closure
 Proactive problem / incident prevention
 As SAP Support Lead:
 I coordinate the position training for every person in my team.
 I guaranty they get all profile accesses every resource need to do their job.
 I support them in any issues / doubts they could have.
 I’m accountable for the measures of all Costa Rica SAP Support Team: Tickets Resolution, SLA´s, Time Tracking, Mandatory Trainings,
Mandatory Meetings, others.
 As SAP Functional System Analyst:
 Resolve incidents within the agreed SLA per the severity level they were created
 Manage the incident in accordance with the defined ITIL process and to meet the agreed SLA for incident management and escalation
management
 Identify root causes for issues on the FI-CO functional area
 Create and update functional design documents for break fix and new enhancements request.
 Create and update RFC records to document enhancements to the applications, configuration requests and break-fix changes
 Comply with the ITIL normative and internal protocol for handling RFCs
 Lead testing for enhancements, break fixes and configuration changes to ensure proper testing is completed and documented.
 Participate on the Change control meetings to ensure stability of the environment by analyzing the changes been moved into to avoid
operational impacts.
 Comply with SOX rules and audit guidelines for access to production systems. Ensure those rules are applied when designing changes
to current environment or making configuration changes.
 AS ISMS (Quality) SPOC:
 Create and keep updated all documentation require for QA initiatives (ISO27K).
 Conduct biweekly Internal Audits of ISO27K to MC account team members.
 SPOC between QA Team and MillerCoors account Team.
 As Project Manager Administrator:
 I coordinated the SAP Academies for the MCBC Team, including employees from other teams on March 2008.
 I coordinated and guide all MCBC resources with their travel reservations and visa process. Rlped to develop MCBC Project documents:
Questionnaire for KT schedule of Montreal Wave 1, KT Schedule of Wave 3, Acceptance Criteria of Wave 3, “On Call” Critical Applications, MCBC
Transition Strategy to CR, MCBC BCP process, Recruitment Resource for MCBC and .ppt presentations.
 I also help my manager with some other administrative tasks as the dashboards and GDAS documentation (MCBC Asset inventory,
Moving Application Forms, Omega Reports, MCBC Team Data, Languages lessons, ITIL training, MCBC Recruiting process, and others).
I worked with P&G customer on the N61 – N6P Project with NA Billings, COPA, COPS, Payroll US & Canada and NA Cost Accounting
transition to my.SAP.ERP, delivered 100% of change tkts on time and with 0 incidents related to them, and with a high level of customer
satisfaction. I also worked as the IDS for the my.SAP.ERP Puerto Rico GCF project, and also giving support to the Brazil and the
Argentina/Chile my.SAP.ERP projects.
2004 – 2005 Promedic S.A.
 Sales and Administrative Department:
 Responsible of Imports and Exports processes. Including the relation with suppliers and custom agents.
 Responsible of the monthly reports to the suppliers (Forecast, Sales by Line and Global, Accumulated Quota).
Updated: July 2011

3.  Responsible of Sales Department personnel (training, daily schedule, product marketing, sales quotation and other related duties).
Implementation of processes in order to do improve efficiency. Delivering a reduction of 50% in the fines by breach of the supplied
downtime; and also an improvement of 80% in the handling of purchases orders and inventories.
1999-2003 Procter & Gamble
 As Cross Border Department - Cross Border Lane Manager, Mexico and South Cone Region:
 Implementation and transition process of Cross Border business from Mexico and Brazil to Costa Rica
 Responsible for Finish Product Import – Export for Argentina, Brazil, Chile and Mexico; under “Total Lane Management” concept. The
Total Lane Management concept refers to managing the entire Import –Export Supply chain, from product available at manufacturing plants thru
containers being delivered and unloaded at final destination Warehouse.
 Identified and implemented the 3PL (International Third Party Logistics Operator) for my area, according to P&G requirements and Cross
Border outsourcing needs. It resulted into reduction of internal and external operation gaps for total chain efficiency. It included constant 3PL training,
and multitask teamwork.
 Achieved SAP System mastery.
 Identified opportunity areas in supply chain that delivered breakthrough results consisting on leadtime and cost reduction
 Responsible of delivering 100% containers on Lead-time and within the objective cost. While in P&G Cross Border department I was
able to reduce total chain lead-time in more than a 30% (consequently reduced inventories cost on an average of $1 MM)
 Reduced finished products logistics cost and developed loss recovery projects, that delivered near $6.88MM in savings to the company.
 As Affiliates Department - Mexico Affiliates Department Manager:
 Implementation Team Member in charge of transference of Affiliates Department operations from local offices in Mexico to San Jose
GBS Site in Costa Rica; including operation process and new SAP system
 Responsible for the conciliation of the seven P&G divisions in Mexico (accounts payables and receivables, with customers, suppliers and
partners both local and international)
 Reduce the imbalance between Mexico companies and the international P&G companies; from USD$ 67 MM to USD$ 9 MM
 Improved all internal processes with other departments interacting with Affiliates operations, such as: Capital, Treasury, Accounts
Payable, Cross Border, Travel, etc.
 Training of new hires and contacts from other areas.
EDUCATION
2006-2008 Universidad FUNDEPOS – Alma Mater: MBA in International Business (graduation project in progress).
1998-2004 Universidad Latina de Costa Rica: Licentiate in Human Resources (pending thesis).
1994–1999 Universidad Latina de Costa Rica: Bachelor in Business Administration.
LANGUAGES
 Spanish – fluent
 English – Advanced level
 Portuguese – Basic level
OTHERS
 Windows environment
 SAP system (FICO, SD, MM)
 ITIL knowledge
 ISO 14K, 27K knowledge
Updated: July 2011