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.
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.
Company Description
SYKES is a global leader in providing customer contact solutions to Fortune 500 companies. With more than 35 years, SYKES has operations in 23 countries. SYKES Costa Rica started operations in 1999 becoming the first contact center in the country.
Company website
Technical Academy Instructor
Fundacion Omar Dengo
Since March 2015
Part-time
San Jose
Costa Rica
- Teaching of Cisco CCNA modules
- Teaching of CompTIA courses
- Design and Development of new technology courses
Company website
Operations Manager
Sykes Latin America
January 2017
to October 2018
- 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
Technical Account Manager
Sykes Latin America
January 2014
to December 2016
Heredia
Costa Rica
- 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/Tech Manager
Cisco TAC
March 2008
to January 2011
Full-time
San Jose
Costa Rica
- Team Operations Management
- Engineer development
- Performance Management
- Hiring Interviews
- New Hiring Training
Networking Support Lead
Cisco TAC
March 2007
to February 2008
Full-time
San Jose
Costa Rica
- Escalation support for Cisco customers
- New hire technical training
Networking Support Engineer
Cisco TAC
March 2006
to February 2007
Full-time
Heredia
Costa Rica
- Support Cisco customers in LAN/WAN/Data Center
- Resolve network down situations
- Support Content Switching, SSL, LAN Switching,Routing, Cisco technologies, HTTP, FTP, etc..
