1. Esteban Pardo Álvarez
San José, Costa Rica
Date of Birth: January 14, 1981
Mobile: + (506) 7010-0131
Home phone: + (506) 2203-4233
Email: estebanpardo@gmail.com
Skills
• 12 years of working experience.
• 2 years of Operations experience.
• 2 years of Finance experience working as a Pension Plan Administrator.
• 1 Year experience working in marketing as a Compliance Coordinator (Quality Assurance for advertising and marketing information
from third party vendors)
• Focus on attention to details.
• Advance Customer Service and People skills.
• Fluent in English and Spanish.
People Management Expert Analytical Skills Expert
Customer Care Expert Teaching Skills Expert
Operations Expert Recruiting Experienced
Salesforce.com Experienced Marketing Experienced
Career Objectives
To obtain a job that will challenge me to learn and grow, as a professional and as a good human being; using both my previous experience and
the tools that the company can provide me. Seeking to demonstrate I am a really good asset for you, your company and your team.
Profile
My academic formation in business administration and my experience with different companies on related positions such as Operations,
Finance and Marketing make me a good fit for this position.
Experience
Business Process Analyst • VMware October 2013 – Present
Description
Responsible in managing all change requests including defects and enhancements and identifying a resolution and work around for VMware
Partner Rewards Management.
Responsibilities
• Manage all Change requests (CR) - defects and enhancements including identification, resolution and work around and communicate to
stakeholders
• Work with business owners to prioritize change requests
• Maintain Change Request dashboard and communication of the dashboard
• Participate in User Acceptance Testing and Smoke Testing
• Process Management /Case Management support; triage, monitoring, dashboard reporting
• Handle escalations and exceptions using case management; triage within the group or resolve
• Track and monitor incoming escalations/exceptions
• Identify opportunities to reduce escalations
• Reporting/metrics across change requests, defects, and escalations
• Support partner support center, business process managers, partner operations and technical support (Internal/Vendor) teams on
escalations/exceptions/feedback
• Create/modify knowledge base solutions as needed
• Acts as primary liaison between Partner Programs, IT, and Operations teams

2. Partner Investment Specialist • VMware / AGS Group (Contractor) October 2013 – May 2015
Description
Support VMware channel partners and VMware’s own channel sales and marketing on VMware’s Partner Network program. The Global Partner
Operations Specialist manages VMware’s Partner Incentive programs; field support such as deal registration, Solution Rewards rebates, Sales
Rewards rebates, Partner Rewards, and Development Funds reimbursement programs supporting all geographies, to address escalations,
exceptions and measure and track programmatic KPIs.
Responsibilities
• Identify and implement operational process improvements and programs needed by our partners to ensure their success.
• Work with partners on large customer deployment projects that are highly complex and visible that require VMware’s direct engagement.
• Develop learning objectives, training requirements, and enablement plans across partner roles including Sales, Technical Pre-Sales and Post-
sales.
• Work with Field Partner Ops Specialists in other GEOs on process improvements, process standardization and best practices.
• Work with sales, operations and support to drive partner performance and their success in the marketplace.
• Coach and mentor partners on VMware’s best practices for product implementations, adoption, and ongoing support.
• Administer user access, approval hierarchy setup, and monitor tool functionality issues.
• Manage and consolidate incentive platform portal functionality issues and requests.
• Create and run transactional reports on Partner Incentive program metrics, SLAs, and KPIs.
• Monitor Partner Incentive Program’s adoption, usage, and effectiveness.
• Work with VMware 3rd party Incentive portal vendor teams on program changes, operational processes, system access, Development
Funds claim audits, payment issues and functionality updates.
• Provide operational support on Partner Incentive programs for sales and marketing teams.
• Be the point of contact for escalations and exceptions on Partner Incentive programs.
Marketing Compliance Coordinator • Eclipse in Action (EIA) / Area203 September 2012 – August 2013
Description
Liaison between a company and the regulatory agencies; providing audit information to management by researching and analyzing 3rd
party
publisher’s data; preparing reports.
Responsibilities
• Prepare compliance audit data by compiling and analyzing internal and external information.
• Supports departments by collecting and coordinating internal compliance data with auditors and various departments.
• Provides administrative support by implementing systems, procedures, and policies; completing projects in support of compliance auditors.
• Helps others by answering questions and responding to requests.
• Updates job knowledge by participating in educational opportunities; reading professional publications.
• Enhances compliance department and organization reputation by accepting ownership for accomplishing new and different requests;
exploring opportunities to add value to job accomplishments.
• Research for latest news and articles that relates with the company’s operations.
Pension Plan Administrator / Senior Financial Analyst • Pension Associates Intl (PAI) July 2010 – June 2012
Description
Researched data from different asset holder companies in order to reconcile the true assets of a pension plan. This research included analyzing
loan statements, payments and sometimes calculating the interest due or the amount of a default loan. Reconciled the balancing of accounts and
prepared financial statements for the company and the Internal Revenue Service (IRS).
Responsibilities
• Analyzed pension plan documents.
• Ensured that plan provisions were in line with the IRS.
• Researched and reconciled account balances.
• Reconciled sources balances per participant, first with the asset holder and later with the company records.
• Prepared data and financial statements for plan sponsors and for the IRS.

3. Operations Manager • Company Angel de Plata (Capilleira) March 2008 – June 2010
Description
Performed data entry, accounts payable, payroll, grant report entry, managed human resources, helped to create organizational and program budgets in
collaboration with the ED and Program Direct. Reported to the ED and served as a member of the Management Team to ensure organizational
effectiveness by providing leadership for the organization's financial functions. Worked with the management team and contributed to the development
and implementation of organizational strategies, policies and practices. Interacted with the Board of Directors
Responsibilities
• Improved the operational systems, processes and policies in support of the organization’s mission -- specifically, supported better
management reporting, information flow and management, business process and organizational planning.
• Managed and increased the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as
well as coordination and communication between support and business functions.
• Played a significant role in long-term planning, including an initiative geared toward operational excellence.
• Oversaw overall financial management, planning, systems and controls.
• Payroll management.
• Poker Host: Served as the first contact point for the Sports-book agents and possible affiliates.
• Interviewed and recruited new candidates for the poker room.
• Trained the new poker room employees; heard complaints from customers.
• Set up the procedures and forms for the Fraud department
• Sales Manager: Promoting and selling the in-house software as a Network.
Education
University Education:
• Universidad La Salle
Business administration (Bachelor Degree)
High school Education:
• 1998: Mont Berkley International
Elementary School Education:
• 1993: Centro Educativo Bandeco