Customer Support Manager
ASAP Systems: Inventory System & Asset Tracking
Total years of experience :21 years, 7 Months
I was hired to assume a department that was a chaos and I accepted the challenge. I built the ASAP Systems support team from scratch and I led them to give support to all customers according to best practices and making the company get again a good income revenue with renewals and making the customers trust again the support team and the company, getting good results presented through monthly reports and also shown on the good customer’s feedbacks. Also I was part of the software quality control, testing and informing the engineering team about the issues that were found.
Key contribution:
• Dedicated office management professional with experience handling a wide range of administrative, technical and executive-support tasks.
• Excel at resolving employer challenges with innovative solutions, systems and process improvements that increase efficiency, customer satisfaction and the bottom line.
• Skilled relationship builder with the proven ability to work with different personality styles.
I was hired as a full-time systems administrator following initial consulting role to manage and maintain a 5 server environment (Windows), ensuring 99.9% or better uptime. Evaluate, monitor and enhance IT infrastructure with an emphasis on availability, reliability, scalability, security, data confidentiality and system integrity. Also trained and managed a team of 5 IT support team to ensure all the users tasks were attended on a timely and effective matter.
Key contribution:
• Reengineered company’s systems setup, establishing automated server generation routines, optimizing system performance, installing upgrades/patches, establishing system monitoring and maintaining security protocols.
• Ensured that all server hardware, operating systems, software and procedures aligned with organizational standards and strategic business plan.
• Increased team productivity and automated repetitive tasks by using batch files, PowerShell and VBScript.
• Acted as escalation point for troubleshooting advanced network/systems issues; consistently earned 100% issue-resolution scores by providing excellent service to internal and external customers.
• Trained employees across multiple departments on network operations including log-in procedures, network management software, permissions, printing issues, security and use of software.
I was hired to assume a department that was a chaos and I accepted the challenge. I built the ASAP Systems support team from scratch and I led them to give support to all customers according to best practices and making the company get again a good income revenue with renewals and making the customers trust again the support team and the company, getting good results presented through monthly reports and also shown on the good customer’s feedbacks. Also I was part of the software quality control, testing and informing the engineering team about the issues that were found.
Key contribution:
• Dedicated office management professional with experience handling a wide range of administrative, technical and executive-support tasks.
• Excel at resolving employer challenges with innovative solutions, systems and process improvements that increase efficiency, customer satisfaction and the bottom line.
• Skilled relationship builder with the proven ability to work with different personality styles.
• Started the company from scratch and make it grow annually 8%, and I decided to sold it when I had a good opportunity.
• Defined and implemented the IT services and products standards, creating strategic development plans to compete in the market and always keep a good quality control on trajectory of the business.
• Implemented strategic plans of company growth and expansion, creating marketing and publicity plans and innovating with new services, such us an on-demand IT service package for an economy recession market.
• Led the team of 15 employees ensuring they understand the company’s spirit and that all were connected to provide their best to the customers following the company standard processes.
Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and cloud environments.
• Closed 95% of trouble tickets on the first customer’s interaction.
• Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.
• Achieved a user satisfaction rating of 4.8/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
• Set up secure WiFi and LAN networks at remote locations, leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations.
Provided level 1 and 2 technical support for 150+ users. Ensured quick resolution of user concerns and escalated more complicated issues to helpdesk managers.
Cut incident callback rate by 12%; used technical, analytical and communication skills to accurately identify user needs and provide effective solutions.
Developed an application from scratch created using Delphi 7, Pascal programming language, where the objective was the control of proprieties and lots, generation of contracts, waivers, permits deeds for customers, accounts payable and receivable, and reports in general, not forgetting the security implementation.
I learned that: - Communicate with diplomacy and tact - Become a more persuasive communicator - Being an effective leader - Reduce stress
We learn about: - Anticipative Intelligence for Strategic Decision - People Management and business strategies - Governance and compliance (GRC) - Strategic Palnning of the information technology - Business Continuity Management - Marketing Strategy for IT - Integrated Systems Management and Relationship (ERP / CRM) - Risk Management in IT - Project Management (Management Agile / Scrum) - Performance Indicators and BSC - COBIT - Information Technology Security - IT Audit - Advanced Negotiation Techniques - Business Intelligence – BI - Information Technology Service Management (based on ITIL) - Software Quality (emphasis on CMMI)