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:
Dialog Info. Services
Dialog is an online information service owned by ProQuest, who acquired it from Thomson Reuters in mid-2008. Dialog was one of the predecessors of the World Wide Web as a provider of information. In my 13 year carrier at Dialog I was able to grow from a Jr Console Operator in Graveyard shift to manage a group of Data Base analyst, supporting a portfolio of commercial databases for the US and international markets. Trained and deployed teams at our London, Zurich and Bern locations in Europe, maintained a travel regiment every 3 months to all those datacenters for a good part of 7 years until I left Dialog for a a great opportunity at Microsoft.
Microsoft Hotmail
Hotmail was one of the world’s first webmail services.Hotmail was launched in 1996 by Sabeer Bhatia and Jack Smith in California. In 1997 the company was acquired by Microsoft for approximately $400m and relaunched as MSN Hotmail.
Aqui.com
This my “.COM” experience. I have never worked so hard with a bunch of friends. We managed to create something unique for the times, an eCommerce platform that run on the “WEB” and it was fully HTML based transaction between Banks and small business owners / suppliers. We simplified the application, ordering and payment for goods involving a bank as the intermediary for the financial transaction between parties.
Click Commerce
Click Commerce, Inc. is a research software solutions company based in Hillsboro, Oregon, United States. Incorporated in 1996 as Click Interactive, Inc. in Chicago, Illinois, the company historically supplied business application software and related services.
Arroweye Solutions
A group of entrepreneurs created and led company. It was one of the first to offer a total online experience by creating Greeting Cards for all occasions, and send along a gift card from many of the great business in their portfolio. I had the opportunity to create a Customer Services department, including hiring, training and revising all operational procedures. Worked on the fraud detection areas, interacting and working with Law enforcement throughout the country to minimize Gift card theft, which the company eventually evolved as one of the pioneers of store branded cards.
Wynn Las Vegas -1st time
Wynn Las Vegas was looking to introduce a change in the type of technical skills, by hiring outside the Casino / Hospitality industry. That’s how I became the first “outsider” PM to complete the IT projects for the Encore tower. It took a long 3 to 4 months to adapt my “Silicon Valley” mentality to that of the Hospitality industry, but at the end, it all worked out for 4.5 years. I left the company after successfully revamped the Customer service desk and Application Support group, where I helped hired and manage a group of 17 analyst in charge of 150+ application.
Amazon Zappos
Drawing back from my start-up and entrepreneurial background, I move to ZAPPOS, recently acquired by Amazon.com. I had an opportunity to re-build the InfoSec department and bring a selected number of tools, install and work with 3rd parties get this initiative stood up and transfer to a new Management. Created and trained 6 resources to become the new Application Support group,. Was the lead Management resource, to move 80 million pairs of shoes from the Zappos warehouse to the AMAZON.COM warehouse, successfully an on-time! After 18 months it was no longer challenging and pursued a new initiative.
Wynn Las Vegas - 2nd Time
I was made an impossible to refuse offer from the Wynn to come back and be part of the early creation of the IT Product Management Group FOH, started as a JR Prod Analyst and made to Manager, IT Product Management Group FOH, reporting directly to the VP of the group. Acquired new products for the Hotel, SPA, Retail and F&B. Negotiated Terms, Costs of acquisition, and budget for applications at WLV and the new Property Encore Boston Harbor, where I spent 2 weeks a month for 4 years until opening. Currently managing 3 Business Analysts and a Jr Product Analyst to deliver a vast and ambitious portfolio projects for the Wynn properties.
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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Email Address
jzam12@gmail.com
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