Bayardo Orochena

• Led team based in India and Costa Rica of 7 HR associates and 8 Support Engineers. • Hired and managed a team of five contractors in Seattle to work as first responders and reduced the First Contact SLA from 8 hours to 4 hours and improved our SLA resolution time from 6 days to 1 to 4 days based on the severity of the event. • Reduced the Re-open rates from 10 per individual to 2 and improved the customer satisfaction with 96% in average for a volume of 700 tickets per week. • Effort combined effort between First Responders and Support Engineers resulted in 97.8% average of SLA Resolution. • Successfully delivered an on-call rotational plan across regions, implementing a "follow the sun" model with 4 hours first responders’ coverage and 25 minutes first response for massive incidents for systems with Supports engineers in India and Costa Rica. • Developed the internal Amazon Quicksight dashboards to measure the individual and team performance, provided full scorecard visuals for associates and support engineers. • Spearheaded the transition of project planning, operational excellence, and intake processes utilizing Asana for systems change management requests, deprecations and improvements. • Led major incident post-event correction of errors (COE), documenting timelines, error analysis, 5 Whys, action items, and lessons learned for new guidelines. With the implementation of improvements in the Talent Acquisition internal tools by collaborating with the Software Development team and delivering four new initiatives to reduce the customer journey from 10 days resolution to 5 days.

• Directed the Costa Rica IT Team for Amazon Corporate Services, leading 18 IT Support Engineers. • Oversaw IT Infrastructure and support for Microsoft, Apple, and Linux technologies. • Managed comprehensive IT End User Support across multiple channels (calls, chats, tickets). • We improved our Average Handle time in 12 minutes per for calls and chats • Enhanced the Customer Satisfaction survey linked to our internal chats and calls system meeting an CSAT of 96% • Served as Manager on Duty, responsible of recovery of massive events, with a recovery time below 25 minutes by conducting the War Rooms and engaging internal and external parties to deliver solutions. • Developed and executed new employees onboarding plans for new IT hires, associates, and managers. Developed 5 new guidelines and interactive materials using SharePoint. • Developed the Tableau dashboards to measure Support Engineers productivity and improved the daily coaching and improvement areas.

• Launched an operation for the Amazon Fulfillment centers with Robotics to enhance and drove the machine learning program to enable warehouse automation by capturing the stowing processes of the human associates and generating the workflows for 90 fulfilment centers. Started the project with 17 fulfillment centers and 300 employees and added 496 employees, supporting 32 fulfilment centers. • TRON operations in Costa Rica, overseeing a team of 496+ employees including support functions, Human Resources Business Partners, Workforce managers and coordinators, Talent Acquisition team for internal and external candidates, Learning and Development team. • Developed the local legislation and employee resources for work accommodations. • Increased the productivity of Costa Rica productivity maintaining and SLA of 99.7% of tack time for the jobs processed by associates with high accuracy on the machine learning data for Nike Stations in the Amazon Robotics fulfilment centers. • Established the business operational reviews across regions with weekly and monthly metrics and performance review. • Conducted the GEMBA sessions with Team Managers and leads raising the tack accuracy of associates to 99.5% in average. • Drove Kaisen events with the Process Improvement team improve the productivity and the identification of the quality metrics for jobs processed by associates. • Drove the root cause analysis for massive event failures, ran the Correction of Errors process and built 4 new initiatives to remove associates’ failures in the stowing tracking system.

Performing as IT Manager for OpsTech IT (formerly known as ITRSS). Deliver support remotely to Fulfillment Centers, small sites, Amazon Fresh, Amazon Lockers, Cameras and customer support. • Launch of the Costa Rica site SJO10, SJO15 o Standardized the process for North America and Costa Rica HR processes. o Worked on HR and Costa Rica Labor Code adequate the benefits. • Have performed as Incident Response Manager for Severity 1 & 2 globally for Fulfillment Centers, small sites and delivery stations. • Developed and volunteered for the Knowledge Management Team in review processes and procedures for internal policies. • Developed Wikis and internal documentation using SharePoint internal site collection to collaborate globally with the Tier1 support front line EU, IN and NA. • Performed MCM Bar raiser approval process, documentation and critical decisions approval process. • Development of new processes for Team Leads globally, new practices, projects and shift management. • Developed and place in practice internal Technical Assessments for engineers. • SharePoint implementation for First Responders and collaboration site. • Working on the ITRSS re-branding, migration to OpsTech IT, policies, documentation, CTI’s. • Lead India, NA and Prime Week War Rooms. • Develop and collaborate in Operational plans and Talent Review processes for Tier1. • Worked on metrics, KPI’s internal team reports, forecast and Tableau Reports

• Drove and achieved a Microsoft Donation of $590.000 in technology and cloud. • Migrated the 17 On-premises computer rooms in America and Europe, saving to Rainforest Alliance $1.176.000 in local computer rooms maintenance per year. • Signed a 10 year contract with Lenovo to replace 600 laptops and have a renewal plan of three years. • Implemented security systems for remote wiping, Data Loss Prevention to comply with our Document retention Policy. Deployment of Maas360 and Kace Ticket management • Design and implementation of global policies and procedures for Onboarding-Off-boarding, computer systems, cloud systems and hardware use. • Database creation and migration from Microsoft Access to our Cloud CRM solution in Salesforce for the Agricultural and Forestry teams, which eliminate the manual dump inaccurate monthly excel reports and implemented more than 15 dashboards for the internal leadership and donors. • Plan, design and implement the new intranet site in SharePoint, migration of file servers to libraries and site mapping for HR, Finance, IT, Agriculture, Forestry.