Your browser is outdated!

To ensure you have the best experience and security possible, update your browser. Update now

×

Diego Mora Vargas

Diego Mora Vargas

Technical Operations Director

Regional Operations Management
BPO Client/Vendor Management
IT / Cisco Certified Professional
High Technology Expert
39 years old
Heredia Costa Rica
Employed Available
Experienced Technical Operations Director with a demonstrated history of working in the IT and BPO industries. Skilled in Technical Operations and Services, Performance Excellence, Business Development, Quality Assurance, Workforce and Project Management, as well as on the technical field with advanced skills in Computer Networking (CCNA, CCNP), Operating Systems, IoT, Cloud Computing, Security and Virtualization technologies, plus expertise with software development. Strong operations, computing and education professional managing high revenue and headcount operations for technology companies with worldwide footprint.
Resume created on DoYouBuzz

Operations Director

Sykes Latin America
Since October 2018
  • Responsible for Financial Performance, including revenue, GP and OI of multiple technical operations.
  • Collaborate with Operations leaders globally, from all regions (LATAM, EMEA, APAC, US/CAN)
  • Responsible for Technical Academy with over 700 students
  • Responsible for multi-million Operations of >600 employees
  • Manage SOW compliance and negotiation
  • Create and support plans to improve employee engagement and satisfaction
  • Partner with Operations Director and Country Leader to design company country strategy
  • Develop new business opportunities together with Regional and Global Sales teams
  • Technical Academy Leader developing career paths for BI, AI, Networking, Software Dev and others.
  • Responsible for DevOps team and automation to drive optimization and reduce effort.
Learn more
  • Teaching of Cisco CCNA modules
  • Teaching of CompTIA courses
  • Design and Development of new technology courses
Learn more
  • Responsible for Financial Performance, including revenue, GP and OI of multiple technical operations.
  • Responsible for multi-million Operations with >600 employees.
  • Support and Development of Technical Account Managers
  • Define, support and update sourcing strategy
  • Create and support plans to improve employee engagement and satisfaction
  • Define and support employee retention plan
  • Asses and Engage in Continuous Improvement of LATAM Operations (Brazil, Mexico, Colombia and Costa Rica)
  • Prepare and lead JDPowers & TSIA certifications
  • Manage SOW compliance and negotiation
  • Define and lead business operations plan
  • Responsible for Technical Academy with over 450 students
  • Develop new business opportunitties together with Regional and Global Sales teams
  • Manage performance review processes
  • Responsible for Financial Performance, including revenue, GP and bottom line
  • Support, review and execute recruitment process
  • Define, support and update sourcing strategy
  • Review and update continuous education and development process
  • Create and support plans to improve employee engagement and satisfaction
  • Change Management leader
  • Define and lead business operations plan
  • Manage SOW compliance and negotiation
  • Prepare and lead JDPowers & TSIA certifications

Operations Supervisor

Sykes Latin America
February 2011 to December 2013
Full-time
San Jose
Costa Rica
  • Develop and update Organization job profiles
  • Manage performance review processes
  • Develop and update recognition program
  • Support, review and execute recruitment process
  • Define, support and update sourcing strategy
  • Define, review and update new hiring training process
  • Review and update continuous education and development process
  • Develop and support retention plan
  • Execute ongoing performance management
  • Manage client relationship
  • Team Operations Management
  • Engineer development
  • Performance Management
  • Hiring Interviews
  • New Hiring Training
  • Escalation support for Cisco customers
  • New hire technical training
  • Support Cisco customers in LAN/WAN/Data Center
  • Resolve network down situations
  • Support Content Switching, SSL, LAN Switching,Routing, Cisco technologies, HTTP, FTP, etc..
  • Spanish
    Expert
  • English
    Expert
  • Portuguese
    Good
  • Operations Management
    Expert
  • WorkForce Management
    Expert
  • Process Improvement
    Expert
  • Change Management
    Expert
  • Business Analysis
    Advanced
  • Project Management
    Expert
  • Enterprise Networking
    Expert
  • CyberSecurity
    Advanced
  • Microsoft Azure
    Advanced
  • Frontend Development
    Good
  • Python
    Good
  • Network Programability
    Good
  • SQL Databases
    Good

Azure Fundamentals

Since October 2020
Microsoft Azure Fundamentals AZ-900

Azure Data Fundamentals

Since December 2020
Microsoft Azure Data Fundamentals

Systems Engineering

UNED

Since May 2018

Six SIgma Green Belt

Six Sigma School

May 2018 to October 2018

Cisco CCNP

Cisco Academy

2006 to 2019

Cisco CCNA

Instituto Tecnologico de Costa Rica

April 2003 to March 2005