Pedro Montero

Senior Business Intelligence Engineer with 8+ years delivering end-to-end analytics, data modeling, and reporting solutions across government, technology, financial services, and cybersecurity sectors. Expert in Power BI, SQL, DAX, ETL pipelines, Tableau, and advanced Excel/VBA, with proven success transforming complex data into scalable dashboards and automation. Hands-on experience integrating SAP, Workday, Salesforce CRM, and Looker Studio.

Bilingual (Spanish C2 / English C1) with strong stakeholder management, Agile/DevOps delivery, and a track record of driving process optimization for global teams. Open to fully remote roles.

Senior IT Technical Support Engineer

FreeBalance — Ministerio de Hacienda (National Project) | San José, Costa Rica Jul 2025 – Mar 2026

• Provided 1st and 2nd level technical support for government clients, ensuring stability of mission-critical financial management systems used across the Ministry of Finance.
• Installed, configured, and maintained the FreeBalance ERP application, including servers, databases, and system integrations across multiple production environments.
• Developed automated Tableau dashboards visualizing SLA metrics and ticket trends, providing real-time visibility into support bottlenecks for leadership.
• Leveraged Salesforce CRM to track client issues and improve response times through structured case management; acted as primary technical contact during deployment and post-implementation.

Senior Business Analyst III

Intel Corporation | Heredia, Costa Rica Jan 2024 – Jul 2025

• Engineered complex SQL queries to extract and transform large datasets from multiple corporate databases, facilitating datadriven decision-making for senior management.
• Drove Agile and DevOps methodologies within an APT framework to improve system efficiency, release velocity, and cross-team collaboration.
• Used Salesforce CRM data to generate insights and reports, improving issue tracking, customer experience, and operational efficiency across geographies.
• Collaborated with stakeholders across the United States, India, and Costa Rica, communicating in English C1 in cross-functional meetings; documented business processes and authored troubleshooting guides.

Senior Data Analyst — Cybersecurity

Kyndryl | San José, Costa Rica Mar 2023 – Dec 2024

• Developed and administered a centralized data repository and reporting framework consolidating information from multiple security products and tools into a single source of truth.
• Automated cybersecurity compliance metric extraction using SQL scripts, replacing manual processes and significantly increasing reporting accuracy and speed.
• Delivered near real-time health dashboards in Power BI for systems managed by the provider 24x7x365; integrated Salesforce

CRM data to monitor incidents, KPIs, and service performance.

• Designed and delivered multiple dashboards tailored to executive, operational, and technical audiences for monthly, quarterly,

and annual security reporting.

Senior Service Coordinator

Kyndryl | San José, Costa Rica Feb 2022 – Mar 2023

• Led coordination of Major Incident Management Process activities in compliance with customer KPIs and SLAs, ensuring rapid recovery from high-severity outages.
• Managed the recovery process in alignment with ITIL best practices and Kyndryl's Major Incident Management standardization framework.
• Served as Kyndryl's customer representative during night shifts, weekends, and holidays, ensuring 24/7 service continuity and securing agreement on action plans with customers.

Data Analyst II (Contract)

VMware | San José, Costa Rica Feb 2021 – Dec 2021

• Built and maintained automated SQL data pipelines consolidating disparate Excel reports into a unified data structure for executive dashboards.
• Developed cross-functional Excel reports and Power BI / PowerPoint dashboards delivering final data analysis to internal teams.
• Created formulas, pivot tables, and charts leveraging advanced MS Excel and data manipulation skills; handled sensitive HR data with strict compliance.

Financial Analyst (Contract)

Citibank | San José, Costa Rica Sep 2020 – Jan 2021

• Prepared cost center reports for multiple Central American countries and conducted data analysis prior to posting, identifying anomalies and reconciling discrepancies.
• Ran reports using Macros, Excel, and Power BI to accelerate monthly close; created and posted Journal Entries for the Finance

Department.

Financial Analyst / Employee Data Management Analyst

Siemens | San José, Costa Rica Feb 2018 – Aug 2020

• Controlled and reported on cost center performance and productivity for the regional finance organization; processed and consolidated data for purchase orders and key figures analysis.
• Drove continuous improvement using VBA macros and automation tools, replacing repetitive Excel work with reusable scripts.
• Performed analysis of U.S. employee information, implementing HR profile changes (salary adjustments, terminations) and notifying payroll of changes for accurate compensatio

Bachelor's Degree in Industrial Engineering — Universidad Fidélitas, San José, Costa Rica Graduated 2025