Angelo M. Email and Phone Number

• Do NTE review and validation• Conduct the initial investigation and administrative hearing. Make the recommendation for the decision. Ensure that the decision is aligned with the company code of conduct.• Be in charge of data management and data accuracy• Handle performance management and employee engagement. Improve, propose and implement employee engagement activities.• Act as the advisor to the stakeholders for all people-related issues or concerns.

• Manage day to day planning and operations of my team• Make sure that each of my Teammate delivers on his/her SLAs and achieves his/her KPIs• Organize and handle the team and make sure everyone adheres to their schedules• Train and help in the development of my team by conducting team huddles and coaching sessions• Evaluate strengths and weaknesses of my teammates• Offer solutions to my team's growth and development• Create reports of my team's performance and document feedback from my client• Manage issues that might arise, including HR related ones• Think creative solutions and• Act as a liaison between the management and my team

· Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.· Maximize revenue generation to reach long and short term financial projects.· Manage and review operational reports.· Attend business reviews with the client; handles a team of team leaders.

· Led a dedicated team of 15 FTEs that provides input on how to improve product quality and innovations through data analysis.· Over a thousand raw tickets are processed across HP Enterprise (NA, ASIA, LATAM, EMEA) on a daily basis using data mining and macro generated reports.· Reports directly to Stakeholder with generated reports and solutions with “add value” to their business.

· Managing 18 L1/L2 IT Associates monthly performance.· Ensures individuals quality at work.· Quality monitoring with real time feedback sessions.· Weekly one on one with IT Associates for performance improvement and action planning.· Annual performance review for IT Associates.· Assess IT Associates for potential career growth.

· L2 IT Associate; accountable in providing real time Process and Technical escalations from L1 IT Associates.· Desktop, Laptops, Printers, Scanners, Network & Telecom units hardware troubleshooting and taking corrective action in shortest possible time.· Identifying reported PC operating system issues including Network, Printing, Scanning, Email, Internet Access etc. and resolving them quickly.

· Provides hardware and software assistance for HP Print and Imaging Group· Logs interaction in CRM Tool (Salesforce) and uses Remote Tool (LogMeIn) for swift resolution for software related issues.· Printer hardware installation (OOBE Setup), Fax Setup (If client requires), Establish printer wireless connection, Printer software installation and troubleshooting WINDOWS pc, Printer connection to HP Cloud Services, Proving functionality and Warranty extension if available.

· Managing 20 IT Associates monthly performance.· Ensures individual quality at work.· Quality monitoring with real time feedback sessions.· Weekly one on one with IT Associates for performance improvement and action planning.· Annual performance review for IT Associates.· Assess IT Associates for potential career growth.

· Provides hardware and software assistance for Verizon OnLine (ISP)· Logs interaction in CRM Tool (Remedy) and uses Remote Tool (GoToAssist) for swift resolution for software related issues.· Gateway hardware setup, Ethernet / Wireless connectivity setup and Software configuration via gateway GUI, Firewall configuration and exemption and email client setup.· Troubleshooting line issues experiencing slow connection to No Route. Dispatch onshore technician if issue cannot be fixed over the phone.