Aaron Sanabria Sanabria
-● Phone: - ● Sabana Norte, San Jose, Costa Rica
LinkedIn: https://www.linkedin.com/in/aaronsanabria/
OBJECTIVE
People-oriented Leader with an engineering background, proudly offering experience in reviewing
team analytics to improve overall support quality, developing and implementing innovative solutions.
With the desire to coach and train employees to help them meet their maximum potential. Looking
for a new role where hard work and dedication will be highly valued.
SKILLS
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Strong personal organizational and
team management skills
Strong problem-solving ability
Issue and conflict resolution
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Meticulous attention to trends for
continuous improvement
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Focused on customer satisfaction
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Ability to prioritize, multitask and
quickly switch context
Team building and coaching skills
Solid interviewing and recruitment
experience
WORK EXPERIENCE
Tek-Experts
July 2017 — August 2018
Team Manager
Ramping up a new operation and managing a support team on Windows High Availability, cluster
and storage areas.
Main responsibilities:
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Managing a team (total of 14 people) through team leaders (2 TL)
People management and development
Operational metrics achievement
Business Analysis (KPIs, Performance)
Performance improvement plans development
Direct contact with customers and other stakeholders
Tek-Experts
May 2014 — July 2017
Software Support Delivery Manager
Managing software support products/teams at a regional level, ensuring customer satisfaction and
development of the team at a people level and a productivity standpoint.
Main responsibilities:
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Support to Enterprise and Premier Customers from the Americas region
Managing different teams (up to 55 people) through team leaders (up to 4 TL)
People management and development
Operational metrics achievement
Continuous improvement
Process improvement
Business analysis
Direct contact with customers at a management level
Performance improvement plans development
Tek-Experts
November 2013 — May 2014
Team Lead
Main responsibilities:
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Operational metrics/KPI's achievement
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Track lateness/attendance/absences accurately
Motivate team members to exceed the agreed goals
Measure progress against targets
Lead regular one-on-one and team meetings
Seek ways to improve overall performance levels of agent and/or team
Help employees develop skills and competencies, by involving them in different pieces of
training, mentoring, coaching, projects or other activities
Tek-Experts
May 2012 — November 2013
SW Technical Support Consultant
Level one Software Support Engineer.
Main Responsibilities:
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Take time to understand customers' real needs, beyond those initially expressed
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Team work
Providing Customer Service and advanced Technical Support on a "Break & Fix" model
Supporting Quality Center Software (QC/ALM) applying knowledge on WinOS, SQL/Oracle
DB, VMs, among others
Provide customer service and reach satisfaction goals
Handle critical severity down cases
PeleSystem Inc, Panama
July 2011 — December 2011
Project Manager
Main responsibilities:
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Full implementation, organization, direction and enhancement of Pele-Front System for
SENAFRONT (Servicio Nacional de Fronteras, Panamá)
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Project phase planning and execution
Training for approx. 200 final users
Set and execute project milestones
Gantt Charts and lifecycles updates
Direct contact with customers and Stakeholders
PeleSystem Inc, Panama
August 2010 — July 2011
Technical System Support
Main responsibilities:
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Remote and telephone support for end users
Monitoring system errors
Incident and bug reports creation to developers
Testing new software releases
Full implementation, installation of terminals
Training for approx. 600 final users
Documentation and process creation
Pearson VUE, Panama
September 2008 — August 2010
Pearson Vue Certified Administrator
Main responsibilities:
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Certification test center administrator
Admitting candidates
Ensuring legality and security in all the certification tests from different companies
Incident creation as needed
EDUCATION
Leadership and Coaching Certification
2018 — Present
John Maxwell Team
Business Intelligence Specialist (BI)
2016 — 2017
Tecnológico de Costa Rica
Master Degree in Networking and Telematics
Universidad Latina de Costa Rica
Data Networking Engineering Degree
2012 — Present
2008 — 2011
Universidad Interamericana de Panamá
ITIL V3 Fundamentals
2013 — 2013
Virtual Learning Academy
Microsoft Project - Management Module
2013 — 2013
Cisco CCNA
2010 — 2010
Virtual Learning Academy
Universidad Interamericana de Panamá
2009 — 2009
Diploma: Linux Basic
Universidad Interamericana de Panamá
Diploma: Technical Support and Wiring, Service and
Structure, Maintenance and Repairing of Computers
2008 — 2008
Universidad Interamericana de Panamá
Diploma: Oracle DB Basic
2008 — 2008
Universidad Interamericana de Panamá
LANGUAGES
Spanish - Native
English - Full professional proficiency
OTHER
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B1 driver’s license
Job fair experience
Judge at Expo Robótica Costa Rica Science Fair 2016
