SUMMARY

• Career oriented professional with over 16 years of progressive experience in the area of Service Delivery Manager, Change Management implementation of Standard Operating Procedures, Network Operations Management, Security Operation Management including wholesale and retail businesses. Solid organizational, communications and problem solving skills. Successful track record in change implementation through consultative approach resulting in growth opportunities and streamlined processes.My experience includes the management procedures of companies located in various geographical places, effective management of details under pressure, able to work independently and seasoned team player.
• Currently searching for a challenging position with a growth - oriented company that offers challenging responsibilities and the potential for advancement.

PROFESSIONAL EXPERIENCE

IT Service Management (NOC)

Confidential, Miami, FL

Responsibilities:

• Respond to security incidents across a wide array of technologies, mitigate and contain impacts, coordinate remediation efforts, summarize and make recommendations to Management for improvements.
• Producing management information, including KPIs and SLA reports
• Verify resolution with users and resolve Incidents
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Participate in special projects as requested by management
• Communicate regularly with Executive management, Sales, and Administrative Staff regarding Services and process delivery and execution
• Support executive management in the development of business relationships with vendors
• Perform customer site audits to ensure technical staff is delivering service according to best practices and meeting or exceeding the standards
• Coordinate delivery activities with the Application Manager, Project Manager and other Service Managers
• Support application SLAs for the services your team provides

Confidential, Fort Lauderdale, FL

IT Service Management Security Operation Center

Responsibilities:

• Manage implementation of Standard Operating Procedures to improve SOC functions 365X24X7 - Brazil, USA (40 technicians)
• Facilitating project team through the definition of scope, requirements, and design
• Responsible for the escalation of project issues, and for communications of project status to all levels of management on both customer and I/S side
• Develop and maintain a strategic service delivery program which meets standards and goals for all geographies regarding operation objectives, service delivery strategies and ongoing methodologies for constant customer satisfaction.
• Collaborate with key customers, prospects and sales team through effective project
• Provide a standardized program, which ensures a consistency of service standards, tools, and best practices throughout all primary Client locations covered under the SOC
• Responsible for facilitating global communication in order to oversee the standardization of post orders, training standards, operating procedures, invoicing, terminology, and quality compliance
• Identify service improvements and efficiencies throughout the operation and communicate these opportunities and recommendations to the client
• Ensure Vijilan IT service management (ITSM) that focuses on aligning IT services processes in accordance with the needs of business based on ITIL best practices.
• Ensure that standardized methods and procedures are used for efficient handling of all changes
• Manages day-to-day operational aspects of a project and scope Hire and train new staff

Confidential,Miami, Florida

IT Service Management (NOC)

Responsibilities:

• Producing management information, including KPIs and reports
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Driving, developing, managing and maintaining the major incident process and associated procedures
• Responsible for employee training in sharing best practices to ensure successful customer experience
• Conduct follow-up audit including obtaining an understanding of implementation or action plan for initial audit recommendations.
• Create weekly trending feedback and meet weekly with Analytics Manager

Confidential, Miami, Florida

IT Service Management Center / Team Leader

Responsibilities:

• Manage implementation of Standard Operating Procedures to improve functions 365X24X7 - Spain, Miami, Puerto Rico (35 technicians)
• Collaborate with key customers, prospects and sales team through effective project management practices to achieve sales growth of 30%
• Responsible for auditing operational processes and staff actions to ensure desired standards and established practices and policies are being used. Coordinates activities to ensure new solutions are ready for production operations
• Responsible agreements and Underpinning Contracts are appropriate for the agreed service level targets.
• Lead new customer implementation projects with sales and engineering teams.
• Maintain application support documentation, gather and document requirements and write user guides. Provide user training.
• Understanding of the financial costs relating to the internal technical services supporting Company business services catalogue.

Confidential, Pembroke Pines, FL

Customer Service / NOC Manager

Responsibilities:

• Manage all network operations aspects
• Magnamente IP PBX (Miami, Colombia, Argentina, Puerto Rico, Venezuela, Ecuador)
• Align personnel schedules to support 24x7 service shift - including virtual team in Colombia / Miami (20 customers service representative)
• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing allowing for proper classification, ownership, and restoration of services
• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
• Develop and executive project plans across operational functions
• Prioritize multiple high priority issues at any given time without sacrificing client SLA commitments

Confidential, Miami, Florida

Network Operation Center Manager

Responsibilities:

• Manage 24x7x365 operations center (4 NOC technicians)
• Responsible for implementing, engaging, and driving continual improvements for Incident Management, Change Requests, Service Availability, Systems Configuration
• Actively reviews problem tickets, and other reports/tools to identify existing or potential risks to systems availability.
• Conduct carrier rate analysis prior to making route changes to ensure profitability
• Implemented network systems checkpoints decreasing carrier downtime by 50%
• Lead QA assessment for all of Fusion Telecommunication providers, using quality reports.
• Develop troubleshooting, help desk support, PC repair/ installation, and maintenance Standard Operating Procedures Highly self-motivated individual with outstanding problem solving ability, and ingenuity

Confidential, Miami, Florida

Network Operation Center Manager / Customer Service Manager

Responsibilities:

• Manage 24x7x365 operations center (7 NOC technicians)
• Effectively monitor maintenance/troubleshooting of two local Exchange Plus switches in Miami and two remote in New York and Dallas to ensure 100% operational availability
• Develop IP endpoint in Nextone Switch
• Monitor pre-paid Platform (CMS Pre-Paid)
• Monitor and implement processes to restart machine process remotely and locally for all the equipment.

Confidential, Miami, FL

RMA Department Manager

Responsibilities:

• Manage RMA budget and operations
• Present general RMA report and account reconciliation of all customers to management
• Streamline internal processes resulting in increased productivity by 50%