Diego Morales is an experienced technocrat comfortable with business and technology, with a proven 11 year record of successful Project/IT Operations Management and a comprehensive portfolio of software, infrastructure and process improvement projects. Known for been a mentor-focused and visionary leader, has played a leading role in companywide adoption of IT industry best practices and governance standards.
Diego is a well skilled professional in providing technology, software and infrastructure solutions for the business, specialized in identifying innovation opportunities, expert in strategizing IT service delivery and improving operational results.

 

Personal passion: to develop, train and guide individuals and teams, turning them into top performers, by means of helping contributors grow at their personal and professional levels.

 

Specialties: SCRUM Framework, PMI Project Management Framework

Profile

Universidad Latina de Costa Rica

  • Master’s degree in Project Management (In Progress).
  • Bachelor’s degree in Systems Engineering.
  • Cisco CCNA Module 1 – 2 Certified Engineer.
  • Oracle Database Administrator (DBA).

 

PMI

  • Project Management Professional (PMP).

 

SCRUM Alliance

  • Certified SCRUM Master (CSM).

 

Hewlett-Packard

  • ITIL Foundation.

 

Softtek

  • Software Defined Networks.
  • Six Sigma White Belt

 

VMware

  • VMware Cert. Associate – Data Center Virtualization (VCA-DCV)

 

Microsoft

  • MCTS 70-515 Web Application Development with .NET Framework 4
  • Distributed Application Development with .NET Framework 2.0

 

 

Education

Vice President of Technology

PMI Costa Rica Chapter (Non-Profit)

January 2014Present (6 months)

 

Functions:
- Lead technology efforts as part of the Board of Directors for the PMI Costa Rica Chapter.
– Coordinates volunteer resources in different technology projects in the outlined project portfolio of the chapter
– Directly manage annual congress online marketing campaigns
– Represent the chapter in official activities related to PR, Leadership, and strategic partner events

 

Major achievements:
– Innovated by creating the first PMI Membership code library which can be used by any PMI Chapter around the globe, allowing seamless integration with PMI’s Component System and the Chapter’s website
– Incorporated Online Marketing techniques to PMI Costa Rica Chapter’s premium annual congress APCON 2014, showing a 13.75 ROI directly translated into registration.

 

Program Manager

SoftTek

October 2013Present (9 months)

 

Functions:
– Research and Development (R&D) Program Manager
– Head of various Softtek – HP Networking operations and projects
– Lead the internal software development group as their Technical Project Manager

 

Major achievements:
– Achieved a 40% increase in productivity for the Test Automation group by leading the re-engineering process of the company’s metrics dashboard, allowing engineers to accurately track, measure and control their work.
– Standardized operating procedures (SOPs) across related teams, improving quality of the processes supporting client deliverables and maximizing resource efficiency.
– Identified and pursued growth opportunities with current and prospect customers, directly increasing outsourced headcount and company exposure to local markets.

 

IT Manager

Costa Rican Vacations

May 2008September 2013 (5 years, 5 months)

 

Functions:
– Program, project and business strategy manager.
– Lead the Software Development and Support/Infrastructure groups
– Foster career development and complete performance evaluations of every IT team member

 

Major achievements:
– Standardization of project methodology used to develop custom software that combines traditional PMI’s waterfall approach and some SCRUM good practices, which allowed an increase of 60% in productivity, a 30% decrease in the incidence of errors per 10000 lines of code and a drastic reduction of 100% of uncontrolled changes (scope creep) in project baselines.
– Implementation of the full set of Software Development Lifecycle (SDLC) phases, along with the documentation of the process accompanying each of those phases. Several resources were specialized to lead specific phases including Analysis, Design, Development, Integration, Testing, Deployment and Release.
– Creation of a complete and comprehensive development environment that includes Testing and Staging replicas of the Production servers and services, along with a clear process for managing code through Subversion repositories and branches.
– Adoption of ITIL incident, problem and configuration management, resulting in standardization of IT services with operational level agreements (OLAs), by which the team is measured by targets and key performance indicators (KPIs).
– Standardized VoIP communications between headquarters and regional/satellite offices by deploying a “state of the art” Avaya solution, which enabled the company to use advanced call center features such as call monitoring / recording (NICE), IVR integration with internal CRM, and call management / administration / reporting (CMS).
– Integration of the on-site infrastructure providing IT services, with a hybrid virtual platform in the cloud (Amazon VPC), providing services such as VoIP, AD, LAN, WAN, and VPN from the enterprise data center, and Application, Database, Storage, and CDN from the cloud, achieving a decrease of 69% reduction in Total Cost of Ownership (TCO) of on-site equipment and enabled Disaster Recovery and On-Demand Scalability options for business critical applications.

 

 

Project Manager / Business Analyst

Americas Deployment, Global Application Development. Hewlett-Packard

August 2007April 2008 (9 months)

 

Functions:
– Coordinate and collaborate with multiple resources from Costa Rica, India, United States, and Canada.
– Requirements gathering, elaborate design documents and managing of resources.
– Monitoring and controlling activities for controlling scope, quality and time.

 

Major achievements:
– Participate on the VoodooPC acquisition/merger project, which allowed HP to incursion in the gaming PC market.

 

 

IT 3rd Level Support Specialist

HPIT Global Application Development. Hewlett-Packard

April 2007July 2007 (4 months)

 

Functions:
– IPG-IT 3rd Level Support Specialist for several B2B and e-commerce applications.

 

Major achievements:
– Compilation of a series of Knowledge Base articles on a wide range of applications, which improved incident resolution times in all of the involved support groups, from level 1 to level 3.

 

 

ECO-IT ARES Costa Rica-Mexico Team leader

HPIT Global Application Development. Hewlett-Packard

November 2005April 2007 (1 year 6 months)

 

Functions:
– Lead the Level 2 support / development group conformed by Costa Rica and Mexico resources
– Subject Matter Expert (SME) for several B2B applications
– Trainer for Level 2 and Level 3 resources

 

Major achievements:
– Identification of common incident trends allowed the development of applications aimed at solving recurrent cases and improving the team’s TTR (Time to Resolve) metrics.
– Resource cross-training program aiming at improving incident management, which resulted in an increase of the skills available at any given moment, enabling the group to cover the entire 12 hour shift as required by the underlying service level agreement.
– Creation of SME roles for each application supported by the team, which allowed increasing the number of incidents resolved within the level without requiring escalation to Level 3.

 

 

Call center agent / Technical Leader

Americas Support Center. Hewlett-Packard

May 2004November 2005 (1 year 7 months)

 

Functions:
– Call center agent attending technical incidents for US clients.
– Technical Leader for e-commerce applications and desktop support.

 

Major achievements:
– Development of the ASC Notes Support application, oriented to solving incidents related to the Lotus Notes platform. Given the success of this application in Costa Rica, it was subsequently implemented in several other HP call centers around the globe.

 

 

Freelance Developer / Technical Support

Professional Services

March 2003May 2004 (1 year 3 months)
Functions:
– Software Developer for Cruz Verde’s Order Management System.
– Technical Support for Farmacia Jimenez’s infrastructure and software.

Experience

Language Proficiency

– Spanish, Native

– English, 100%

– Portuguese, advanced level

 

Project Management
– PMI, AGILE, SCRUM

 

Development Methodologies
– SDLC, XP, EVO, UP, RAD, JAD

 

Manufacturing, Processes, and Quality
– LEAN Six Sigma, CMMI for Development

 

Application Development
– Visual Studio .NET 2003, Visual Studio .NET 2005, Visual Studio .NET 2008, Visual Studio 2010: Visual Basic, Visual C#, Visual C++
– Others: Java, Pascal, COBOL, C, C++, SAP (ABAP/4)

 

Web Development
– HTML, XML, XSL, CSS, ASP, ASP.NET, AJAX, Silverlight, VBS, PHP, JSP, Java, JavaScript, JQuery, Java Beans, Enterprise Java Beans, Java Struts, Macromedia Flash, Macromedia Dreamweaver, Microsoft .NET platform

 

Database Management
– Oracle 9i, SQL Server 7, SQL Server 2000, SQL Server 2005, SQL Server 2008, SQL Server 2012, PL-SQL, MySQL, NotesSQL (Lotus Notes SQL)

 

Infrastructure
– Windows 2003 Server, Windows 2008 Server, Windows 2012 Server, Red Hat, CentOS, Fedora, SUSE, Apache, IIS 6-7-7.5, Active Directory, DFS, Routing and Remote Access, Security, Maintenance, Server Farms, Load balancing.
– Amazon AWS, Microsoft Azure.

 

Search Engine Optimization (SEO) / Marketing
– Latest SEO techniques, SEO architecture building, Google Webmaster Tools, Google Analytics, Google Adwords.

 

Networking

-VoIP, DNS, TCP/IP, LANs, WANs, VPNs, QoS, Switching, Routing, V-LANs, Structured Cabling.
-Software Defined Networks (SDN).

 

Skills

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