Professional Profile

Juan Zamora

25 + years in technology, still passionate and enthusiastic !!

Product Manager

Conducted Software Selection, RFP Process, Product Life Cycle, Vendor selection Business Advocate for Business stakeholders representing new initiatives and revenue opportunities.

Project Manager

Responsible for leading projects through initiation, planning, execution, control, and completion of  Software and  Hardware initiatives.  Competent in the use of all tools available to manage project portfolio

App. Support Manager

Created and managed support teams, supported over 150 application properties. Managed a group of 12 App. Support specialists carrying out all project and support execution tasks

Customer Care Manager

Deployment and implementation, hiring and training of personnel. Produce KPI’s to track success and learning opportunities. Created Policies and Procedures. Standardized service levels to better serve internal and external customers. Ensure appropriate actions were taken on customer’s action items. Resolved high visibility escalation ticket items. 

Account Management

Responsible for all aspects of client management from discovery to implementation of programs and projects.  Develops and maintains long-term relationships with  account stakeholders. Represent and be an advocate for the client in front of internal organizations. Convey technical requerimenst in a manner that is understood by all audiences.

IT Operations Manager

Worked all aspects of a Data Center Operations, hiring, implementing and evaluated performance metric software. Implemented security tools for a newly created InfoSec department. Responsible for the Operational budget of all tools and personnel in the department. Created yearly spend budget.

built a successful career in Technology as part of these companies:

Empowerment, Esteem & Communication

Areas of Focus

Dedication- Demonstrated Abilities- Responsibility

  • 25+ years of experience in the Information technology industry.
  • Thorough knowledge of customer service and service desk models, application support and Product Management.
  • Strong Management skills, with the ability to diffuse difficult situations and create a successful environment.
  • Proficient in general office duties, including Microsoft Office and all pertinent tools of the trade.
  • Use of KPIs for information, such as ticket trends, resolution timelines to keep upper management abreast of changes and adjust tasks and workforce accordingly.
  • Excellent attention to detail, perform well under pressure, don’t take things personal and always looking for ways to improve personally and as a member of a group
  • Skillful contract, SLAs, Terms and Licenses negotiator.
  • As Product or Project manager, run discovery Project initiation, run technology selection criteria to match Business requirements.

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