Maricela Escribano
Dublin
Summary
Trilingual business professional fluent in Spanish, English, and French, with significant experience in people management within global organizations. Strong customer service orientation and organizational skills enhance administrative expertise. Proven leadership in team dynamics, fostering collaboration, and building robust customer relationships while effectively addressing challenges. Adaptable to high-pressure environments, including shifts and weekends, with a focus on continuous learning and skill enhancement.
Overview
18
18
years of professional experience
Work History
Technical Support Manager 2
Dell Technologies
07.2024 - 08.2025
- Supported VxRail Management Team in North America while remotely managing team in Costa Rica.
- Facilitated training and certification initiatives to enhance team development.
- Led implementation of AI and new tools within team from May to August 2025.
Technical Support Manager 2
Dell Technologies
04.2021 - 06.2024
- Joined VXRail support team, within the EMC legacy team in Ireland and focused on the overall team development and stabilization.
- Lead AVAYA phone support implementation in the team along with its monitoring and metrics.
- Focused on training and certification planning as part of a development strategy for the team.
- Global Leader and facilitator for I’m Remarkable Program launched by Google and delivered in Dell since 2019.
Technical Support Manager 2
Dell Technologies
10.2017 - 03.2021
- Directed support teams for Equallogic and Compellent in Spanish and Italian languages.
- Acted as main point of contact for EMEA Storage regarding recruitment and headcount strategies.
- Extended oversight to Networking and Software Solutions teams, guaranteeing prompt recruitment process completion.
- Partnered with Talent Acquisition on recruitment assessments for Graduate programs across Germany and Nordic regions.
- Successfully mentored 20 professionals under the Female Kickstart program to become Dell employees.
Enterprise Storage Team Leader
Dell Technologies
05.2014 - 10.2017
- Led a multilingual team of technical analysts for Dell’s Enterprise Storage Solutions across Spanish, Italian, and German markets.
- Drove team performance to achieve key performance indicators (KPIs).
- Guided team members in professional development to maximize individual potential.
- Oversaw recruitment processes within the Storage department to ensure efficient turnover.
Enterprise Storage Quality Lead
Dell Technologies
05.2011 - 05.2014
- Mentored multilingual team of technical analysts supporting Dell’s Enterprise Storage Solutions across Spanish, Italian, and German markets.
- Drove enhancements in key performance indicators (KPIs) to boost overall business performance.
- Developed and refined end-to-end policies and procedures to improve operational efficiency.
- Monitored case resolution rates and customer satisfaction metrics to ensure service quality.
- Delivered comprehensive customer service training to reinforce commitment to excellent support.
Technical Support Centre Manager
Western Union Financial Services
01.2008 - 03.2011
- Managed a 4-person team, providing first-line technical support for clients across EMEA region on internal applications and network connectivity.
- Maintained collaboration with counterpart departments abroad for comprehensive 24/7 coverage.
- Drove team performance by establishing goals and monitoring outcomes, achieving high-quality service delivery.
- Coordinated migration of workload to Lithuania, facilitating training for new staff and managing administrative tasks.
- Ensured smooth knowledge transfer during transition, minimizing business impact.
Education
Computer Networks Technician -
Instituto Tecnológico de Costa Rica
Cartago, Costa Rica01.2002
Post Graduate Diploma equivalent - International Relations - Intl Commerce Major
Universidad Nacional De Costa Rica
Heredia, Costa Rica01.2001
Bachelor’s degree - International Relations
Universidad Internacional De Las Américas
Costa Rica01.1998
Skills
- Team management and leadership
- AI implementation
- Coaching and mentoring
- Problem solving
- Effective communication
Professional Development
- Environmental Sustainability in Work, Further Education and Training Award, QQI, 2024
- Diploma in Leading Business Innovation & Digital Transformation, Technological University Dublin, 2020
- ITIL 4 Foundation Certificate in IT Service Management, 2019
- Prosell - Procoach License to Coach, 2013
- Business Management and People Management FETAC Certificate, CMIT, Ireland, 2011
- Semester 1-4 CISCO Networking Academy Program, Instituto Tecnológico de Costa Rica, 2002
- Beginners’ levels 1-4 in German language, Goethe Institute de Costa Rica, 2002
- Diplome de Langue Francaise, Alianza Francesa de Costa Rica, 1997
Languages
- Spanish, Native
- English, Fluent
- French, Fluent
- German, Basic
- Italian, Basic
Hobbies and Interests
- Fitness: yoga, pilates, running
- Tidy Towns Dundrum
- Community Roots - Gardening
Timeline
Technical Support Manager 2
Dell Technologies
07.2024 - 08.2025
Technical Support Manager 2
Dell Technologies
04.2021 - 06.2024
Technical Support Manager 2
Dell Technologies
10.2017 - 03.2021
Enterprise Storage Team Leader
Dell Technologies
05.2014 - 10.2017
Enterprise Storage Quality Lead
Dell Technologies
05.2011 - 05.2014
Technical Support Centre Manager
Western Union Financial Services
01.2008 - 03.2011
Computer Networks Technician -
Instituto Tecnológico de Costa Rica
Post Graduate Diploma equivalent - International Relations - Intl Commerce Major
Universidad Nacional De Costa Rica
Bachelor’s degree - International Relations
Universidad Internacional De Las Américas
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