Adrian Gonzalez Chaves 💡 Multidisciplinary Professional | Problem Management |

Problem Governance Specialist

Citi

Nov 2022 - Current (3 years 11 months)

As a Problem Governance Specialist, I help ensure the global consistency, accuracy, and accountability of Citi’s Problem Management process. I work within a global team to evaluate problem records in ServiceNow, validate the quality and completeness of root cause documentation, and ensure all remediation actions meet audit and governance standards.

A key part of my role involves reviewing evidence submitted by resolver teams, monitoring the status of corrective and preventive actions (CAPAs), and escalating when timelines or requirements are not met. I also support data quality efforts, such as flagging inaccuracies in problem categorization and ensuring alignment with ITIL and internal policy.

I contribute to continuo

Operational Risk Analyst

Citi

Mar 2021 - Oct 2022 (1 year 8 months)

As an Operational Risk Analyst, I was responsible for supporting risk mitigation efforts across financial, legal, and operational domains. My role included conducting reviews of client profiles, identifying inconsistencies in documentation, and helping ensure compliance with KYC/AML standards and internal controls.

I partnered closely with Relationship Management and Compliance teams to prepare and validate KYC records, ensuring accuracy, regulatory alignment, and full documentation. I also provided insights into risk-related trends, supported remediation of audit findings, and kept internal documentation up to date for review by control and audit functions.

Beyond technical and compliance duties, I also took on extend

KYC Analyst

Manpower

Jan 2020 - Mar 2021 (1 year 3 months)

As a KYC Analyst under the Citi project, I was responsible for supporting compliance with global KYC and AML regulations through detailed client data analysis and risk documentation. I collaborated with internal partners to ensure onboarding and periodic reviews were conducted in line with policy, with full documentation of ownership structures, source of funds, and CIP validations.

My role involved working directly with the BSU (Business Support Unit) tool to maintain accurate records, validate missing information, and escalate discrepancies. I contributed to ensuring operational transparency and reducing regulatory risk through proactive communication and attention to detail.

Key responsibilities included:
Revie

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Director of Property Management

CROUSE

Jul 2019 - Aug 2022 (3 years 2 months)

As a freelance Director of Property Management, I oversaw the daily and strategic operations of multiple short- and long-term rental properties. My role blended hands-on logistics coordination with high-level decision-making to ensure guest satisfaction, operational efficiency, and profitability across all units.

I was responsible for scheduling and auditing cleaning services, managing early check-ins and late check-outs, and prioritizing high-value assets based on occupancy and performance. I also provided remote guest support, coordinated property maintenance, and optimized internal workflows using collaborative tools.

On the strategic side, I monitored competitor pricing, adjusted rates based on market demand, and r

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Recruiter / Administrative Assistant

CROUSE

Sep 2018 - Jan 2020 (1 year 5 months)

In this hybrid role, I supported recruitment and operational management functions for short-term rental properties and remote teams. I was responsible for sourcing, screening, and coordinating interviews for diverse roles, while also managing administrative tasks related to guest support, property listings, and financial tracking.

I used AI-based tools and manual assessments to evaluate candidates’ skill sets and cultural fit, built candidate pipelines for recurring needs, and collaborated with hiring managers to streamline the hiring process. In parallel, I maintained detailed records of property performance, coordinated check-ins, and adjusted marketing strategies based on guest feedback and occupancy trends.

This ro

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Freelance Technical Recruiting Specialist

Exameron Ltd Growth Acceleration Partners Gruponoa Intl

Jun 2018 - Mar 2019 (10 months)

As a freelance recruiter for various US-based clients, I was responsible for identifying, evaluating, and presenting qualified candidates for technical and non-technical roles. I collaborated closely with lead recruiters and hiring managers to understand position requirements and match candidates based on both skillset and cultural fit.

My tasks included sourcing talent through multiple platforms, conducting screening interviews, building candidate pipelines for recurring roles, and ensuring proper documentation of the recruiting process. I focused particularly on roles in software development, QA, support, and operations, working across multiple time zones and organizational styles.

This experience sharpened my abilit

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Freelance Head Operations Manager

Puma Group Incorporated

Apr 2018 - Sep 2018 (6 months)

As Head of Operations in a freelance capacity, I led day-to-day business activities across client services, internal coordination, and quality assurance for a growing US-based operation. I was responsible for aligning service delivery with KPIs, managing client expectations, and optimizing internal workflows to support a high-performance environment.

My role involved conducting business reviews, coordinating with sales and account managers, and ensuring SLA adherence across departments. I also took ownership of change management initiatives, team performance tracking, and continuous improvement efforts—often identifying inefficiencies and implementing solutions in real-time.

This position required strong analytical thi

Incident Manager SME / Trainer

Brillio

Jul 2017 - Apr 2018 (10 months)

As an Incident Manager and Subject Matter Expert (SME) for the Microsoft account, I was responsible for managing high-severity technical incidents (SEV1/SEV2), ensuring service continuity through structured communication, quick prioritization, and root cause tracking. I served as a liaison between technical teams and stakeholders, helping restore services while documenting impact and timelines with precision.

I also trained and mentored new incident managers, contributed to the development of training materials, and acted as a point of contact for escalations and knowledge sharing. My role demanded exceptional multitasking skills, high emotional intelligence, and consistent application of ITIL-aligned processes under pressure.

Technical Solutions Consultant II – SME / Level 2

DXC Technology

Apr 2017 - Jul 2017 (4 months)

As a Subject Matter Expert (SME) and Level 2 Technical Solutions Consultant for the Universal Music Group (UMG) account, I acted as the main point of contact for Level 1 agents and handled advanced technical issues requiring in-depth troubleshooting. I worked across Windows and Mac environments, specializing in OS triage, remote desktop troubleshooting, and escalation to L3 teams when needed.

One of my key contributions was building and configuring a set of Mac systems within the client's domain to allow L1 agents to perform hands-on support and remote troubleshooting—improving efficiency and reducing dependency on escalations.

In addition to my technical role, I served as a backup Team Lead, supporting queue managemen

Technical Solutions Cons II: SME/Level 2

Hewlett Packard Enterprise

Oct 2014 - Apr 2017 (2 years 7 months)

Technical Support Representative - Level 1

Hewlett Packard Enterprise

Dec 2013 - Sep 2014 (10 months)

As a Level 1 Technical Support Representative for the McKesson account, I provided front-line support for software and hardware issues in a high-volume service desk environment. I worked directly with end users to resolve common issues, while also identifying more complex cases requiring triage and escalation to L2 or L3 support.

I collaborated with internal technical teams to ensure seamless incident handling and contributed to the improvement of internal knowledge documentation. I also participated in a project to configure and deploy a Virtual Machine environment to replace Citrix server functions, helping the team streamline access to enterprise applications.

Key responsibilities included:

Handling inbou

Technical Support Representative – Level 1

Hewlett Packard Enterprise

Dec 2012 - Dec 2013 (1 year 1 month)

As a Level 1 Technical Support Representative for the Johnson Controls account, I provided frontline IT support in a global service desk environment, resolving common software and hardware issues while maintaining professional service quality. My role required technical troubleshooting across Windows-based systems, account access issues, and remote connectivity problems.

Due to my performance, I also served as a backup Level 2 agent, handling more complex issues that required deeper OS and application-level diagnostics, as well as coordination with L2/L3 support teams. I developed strong documentation habits and ensured each incident followed ITIL-aligned processes.

Key responsibilities included:

Responding

Adrian Gonzalez Chaves

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Adrian Gonzalez Chaves

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