Fernando Vidal Email & Phone Number

Miami, FL, US

• Lead backend troubleshooting for complex technical issues escalated from Tier 1, resolving an average of 50 high-priority cases monthly and reducing downtime.
• Craft detailed knowledge base articles, improving first-call resolution rates by equipping Tier 1 agents with precise solutions, reducing ticket escalation by 200+ cases per quarter.
• Oversee ITSM systems for a user base of 3,700+ employees, managing software deployments, ticket workflows, and security updates, successfully handling 1,200 tickets monthly.
• Document and streamline troubleshooting processes, creating a knowledge repository that reduced issue resolution time by 2 hours per case and improved team training outcomes.
• Mentor and train Tier 1 help desk agents, advancing their technical skills and standardizing support procedures, resulting in an increase in independent case resolutions.
• Guide a team of desktop support professionals, fostering a high-performance environment that consistently meets service standards and user requests.

• Implemented innovative ITSM process enhancements, optimizing workflows and reducing ticket resolution times by 19%, significantly improving the end-user support experience.
• Collaborated with high-profile clients to deliver superior service, resulting in a measurable increase in customer satisfaction and consistently exceeding SLAs across numerous service engagements annually.
• Managed and mentored a help desk team, driving continuous improvement initiatives that enhanced technical skills and increased overall ticket handling capacity.
• Addressed and escalated customer concerns effectively, resolving over 150 complex issues each month and ensuring seamless service delivery.
• Spearheaded process automation within ITSM systems, reducing manual intervention and improving ticket routing accuracy, accelerating ticket response times.
• Fostered strong client relationships through tailored solutions and proactive communication, resulting in a repeat business growth of 50 additional client projects over two years.

Tampa, Florida, US

• Identified and implemented strategic software and system upgrades, enhancing system performance and reducing downtime, ensuring uninterrupted business operations.
• Established IT best practices and organizational policies that standardized processes across departments, improving compliance and streamlining operations for 8 regional offices.
• Designed and executed tailored staff training programs and workshops, upskilling employees, and increasing technical proficiency, leading to a 23% reduction in IT support requests.
• Generated detailed system performance and security reports for stakeholders, providing insights that mitigated operational risks and supported more informed decision-making.
• Spearheaded the integration of advanced security tools, strengthening data encryption protocols and significantly reducing vulnerabilities across network layers.
• Collaborated with cross-functional teams to align IT policies with business objectives, improving overall infrastructure reliability and maintaining consistent system uptime.

• Led IT project planning for Houston divisions, meticulously optimizing scheduling and budgeting for over 12 projects annually, ensuring seamless execution while adhering to organizational timelines.
• Adjusted project strategies to accommodate evolving targets, staffing changes, and shifting operational needs, consistently achieving project milestones without compromising quality or delivery.
• Managed project scopes, budgets, and risk factors across a portfolio of multimillion-dollar initiatives, proactively identifying and mitigating potential issues to maintain alignment with strategic goals.
• Streamlined user and access administration by integrating advanced authentication protocols, enhancing scalability, and strengthening security through Active Directory and LDAP solutions.
• Delivered projects on time and within budget by optimizing resource allocation and realigning project goals in response to shifting business priorities, resulting in a 97% success rate across all IT initiatives.
• Spearheaded integration of authentication systems, simplifying user access management across departments and reducing administrative overhead.