Freelance and enthusiastic audiovisual content. Filmmaker & photographer.Social media manager.Dedicated to engaging in continuing education opportunities as they present themselves.PORTFOLIO:linktr.ee/alereeds

Sungards AS Operations Vendor Mgmt.Provide high quality and accurate resolutions to customers under stipulated policies and procedures, byanswering general inquiries and offering solution with the given tools via the phone, mail or chat. To make sure that objectives set by the client are met successfully. 1. Identify problems and search solutions to offer answers to solve questions from costumers usingthe given channel of communication.2. Be aware of current procedures to offer accurate information.3. Document correctly the data base using the given tools in order to keep track of costumersrequest through data entry4. Meet established individual and team performance targets, including customer service,productivity and quality standards.5. Follow up on the costumers issue until is solved such as requests, payments, transactions,information changes or any other issue addressed by the costumer.6. To communicate with team manager, team members and other teams regarding problems,solutions and trends.7. To perform any other tasks, duties, or services requested by his/her immediate superior

• Relates new Incidents / Requests to existing ones when applicable.• Tracks the Incident / Request till closure to ensure Incidents / Requests are resolved within agreed SLAs.• Daily monitors the uncompleted Service Requests to higher support levels in order to collect the latest details documentation of the ticket.• Oversees the execution and monitoring of the Incident / Request lifecycle in the IT Infrastructure.• Executes follow-up routines tasks, by keeping track on daily basis of Incidents / Requests statuses across all the IT support levels.• Delivers and analyze patterns on performance and SLA metrics. • Provides quality assurance reports to Incident / Service Request Manager and Service Desk Manager of IT operations.

Responsable, management and support of specific accounts owned by several individuals in each region. Each region manages in slightly different manners in order to best manage process compliance. The process owners meet and review concerns and updates, also make decisions regarding process as a group of owners, acting like one. Once decisions are made, the scripted updates and posts the update document. Creation of reports, leading metrics and delivery Incident, Problems and Change weekly/monthly results.US/North AmericaCanada

Responsible of manage, review, approve and deny project changes, decommissions, new configuration and deinstallation on any network devices such as firewalls, switches, routers, printers, etc. for several companies. (Alcatel Lucent, Bimbo, HP internal, General Motors, P&G)Keep on track weekly capability meeting as a Business representative for those companies in order to keep them aware of the changes on their infrastructure.Approver, reviewer, and tracker of vacations, day off, sick leaves, attendance and special requests coming from agents.Owner and developer of our own Sharepoint where the team can request for vacations, update the calendar, check on new information, training or specific process that might come handy.

TISG group is a 20 to 24 members, who received tickets for capabilities and installation of Bank of America equipment. We have to check all the information provided to determinate what is the issue or contact the end user to know what is required. After that, we have to make an engagement between VoIP team and vendors to coordinate the correct installation of programming. That involves voice over IP phones, fax, printing devices and postage machines.. As SME, monitoring and reporting of the weekly and monthly results of the TSIG agents, such as backlog reports. And we have to provide the proper reasons of the SLA misses according to a previous established process created.

As Queue Manager, responsible of the assignment, escalations and accomplish of the service level agreement of tickets for 22 to 28 agents on the networking field of Bank of America account.