Emilio Montero Rodriguez

Emilio Montero Rodriguez  new_releases

About

Detail

Account Manager
Costa Rica

Timeline

work
Job

Résumé

Jobs verified_user 0% verified
  • Stewart Title
    System Manager public Remote experience
    Stewart Title
    Feb 2025 - Current (1 year 8 months)
    • Led the design, development, and maintenance of complex systems, focusing on continuous improvement and innovation in systems engineering practices.
    • Oversaw infrastructure stability, including disaster recovery, performance, and capacity planning.
    • Mentored junior engineers and collaborated with cross-functional teams to align system requirements with business objectives.
    • Identified and mitigated potential risks in system design and implementation, ensuring compliance with industry standards and policies.
    • Leveraged expertise in Agile and DevSecOps methodologies to streamline system development and delivery.
  • Stewart Title
    Major Incident Manager
    Stewart Title
    Sep 2023 - Feb 2025 (1 year 6 months)
    • Management of Major / Critical incidents which have significant business and revenue impact and primarily involve large scale infrastructure issues or high-risk data or application issues.
    • Root Cause Analysis and remediation of problems and part of the ITIL Problem Management Process.
    • Undertake and drive post incident reviews, with the focus on identifying process and (or) operational improvements.
    • Participation in on-call during weekends rotation.
    • Working with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements).
    • Assisting in driving educational, training and communication programs surrounding IT Service Managem
  • Accenture
    INCIDENT MANAGER
    Accenture
    Dec 2017 - Current (8 years 10 months)
    - incident manager customer service
    • Management of Major / Critical incidents which has significant business and revenue impact and primarily involving large scale infrastructure issues or high-risk data or application issues.
    • Root Cause Analysis and remediation of problems.
    • Undertake and drive post incident reviews, with the focus on identifying process and (or) operational improvements.
    • Participation in the team's weekly on-call rotation when sufficient team experience has been gained.
    • Working with IT teams to improve the overall stability of the production environment both regionally and globally (including process and product improvements).
    • Assisting in driving educational, training and communica
  • HP
    TECH SUPPORT SPECIALIST
    HP
    May 2009
    Worked providing support to applications such as: Office 2003, 2007, the application most common were Outlook, Office communicator 2007, Internet Explorer, Antivirus Software, Symantec and MacAfee, Microsoft SharePoint 2007 also Supported SAP applications on the Americas, EMEA and Asia Pacific instance.
  • HP
    TEAM LEAD
    HP
    Apr 2007 - Jun 2017 (10 years 3 months)
    April 2007 - June 2017

    • WORKFORCE MANAGEMENT 09-2014: manage a new division in charge of Forecasting and Scheduling for the HP IT CR. This was one of my projects on this organization. I was in charge of providing support on Vacation and distribute work for Chat and phone support for 350 agents from multiple internal departments for different HP sites like Malaysia, India and Ireland. Developed relationship management skills, ability to lead cross-functional teams, Strong project management skills for development plan for a balance the workload over the different HP sites.
    • TEAM LEAD 09-2012: Recently promoted I provided support on Messaging, Remote Access Manager, Staff management and daily reports on Excel and other Datab
  • S
    CUSTOMER SERVICE
    Sykes Latin America
    Apr 2007
    I worked providing hardware support for customers located in the US and Canada for color laser jet printers (4600, 3500, 5500 series.) on that department provide networking support for US and Canada customers, wired and wireless connections. (Jet Direct Team) Also supported a software created by HP called WebJetAdmin; using a Microsoft SQL server and Java scripts. On that department provided support for a HP software called Universal Print Driver.
  • S
    CUSTOMER SERVICE AGENT
    Sykes Latin America
    Nov 2001 - Aug 2007 (5 years 10 months)
    • Build and QA Production imaging quarterly, create documentation and Configure/Troubleshoot Internal applications.
    • Perform troubleshooting of company applications as needed.
    • Monitor equipment performance to identify trends that might impact captioning of customer calls reducing performance.
    • Provide guidance technical assistance to all users in different departments.
    • Escalate problems to appropriate department for problem determination and resolution
    • Provide analysis of equipment, documentation and make recommendations for modifications as needed.
    • Take responsibility for all non-projects based center tasks at the remote call centers.
    • Provide technical assistance to all users in different depa