Open to opportunities

Carlos Mora

@carlosmora

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Customer Success Manager and IT professional delivering service improvements and project outcomes.

Costa Rica

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What I'm looking for

I seek roles where I can drive customer success and service delivery improvements, lead cross-functional teams, and apply technical and project leadership to measurable outcomes.

I am a Customer Success Manager and IT professional with over 16 years of experience in global service delivery, customer engagement, and business analysis.

I have led initiatives that improved SLA tracking, service quality, and client satisfaction, achieving measurable results such as a 15–20% increase in client satisfaction and a 20% reduction in delivery time.

My hands-on technical and delivery experience spans WAN and NOC operations, software release and firmware deployments, and implementation projects, working with tools like Jira, Confluence, SharePoint, myOneFlow, and O365.

I bring a proactive, collaborative approach to aligning business and IT objectives, improving processes, and translating data insights into actionable strategies to drive continuous improvement in customer-centric environments.

Experience

Work history, roles, and key accomplishments

Business Analyst / Project Manager

Empyra Inc

Feb 2022 - Oct 2025 (3 years 8 months)

Planned and led customer implementations and project delivery, improving SLA tracking and client satisfaction by 15–20% and reducing delivery time by 20% through process improvements and Agile execution.

& Customer Success Project Management Jira Confluence Agile Stakeholder Management Implementation

Account Support Manager

Hewlett Packard Enterprise

Aug 2020 - Dec 2021 (1 year 4 months)

Managed enterprise customer portfolios and executive relationships, improving operational efficiency and SLA performance by 10–15% while driving adoption of IT solutions and cross-functional delivery.

Account Management ITSM SLA Management Customer Engagement O365 Stakeholder Management

Service Delivery Engineer

DXC Technology

Jul 2016 - May 2020 (3 years 10 months)

Led global Avaya software and firmware releases, achieving 99% system uptime and reducing post-update incidents by 30% through coordinated cross-regional deployments and proactive issue resolution.

Release Management Avaya Incident Reduction Change Management

IT Network Specialist

Componentes Intel de Costa Rica

Dec 2006 - May 2016 (9 years 5 months)

Provided global WAN and NOC support, serving as WAN Incident Manager to restore connectivity and reduce downtime while performing event and problem management across Intel sites.

WAN Incident Management Event Management Problem Management