Jesus Romero Email & Phone Number

Fort Lauderdale, Florida, United States

Miami/Fort Lauderdale Area

• Directly responsible for the management of the Major Incident Management, Event Management and our 24/7 Network Operations Center
• Responsible for tracking the organization’s key metrics (SLA, KPI, OKRs) implementing, modeling, and supporting ITIL / Six Sigma processes, and producing monthly operating reviews for senior management.
• Responsible for managing internal and external IT contracts (including legal, financial, and compliance aspects).
• Measure and monitor the effectiveness of systems, processes, and policies to ensure consistent value delivery and recommend changes to improve NOC performance.
• Generate and process trouble tickets (salesforce) for technical support and drive to resolution.
• Identify alarms, perform diagnostics, troubleshooting, and dispatch, as required, to the Cable Landing Stations (CLSs) in Colombia – Brazil (2 stations)- USA (2 stations) – Bermuda – Venezuela - Argentina.

Miami/Fort Lauderdale Area

• Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees
• Develop and implement strategic plans for IT Response Management, aligning with Maximus' goals and industry best practices.
• Producing monthly operating reviews for senior management Producing management information, including KPIs and SLA reports
• 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
• Coordinate delivery activities with the Application Manager, Project Manager and other Service Managers

2400 E. Commercial Boulevard - Fort Lauderdale

• Manage implementation of Standard Operating Procedures to improve SOC functions 365X24X7 –Brazil, USA (40 technicians)
• Develop and implement operational strategies to improve efficiency and service quality while ensuring that all documented processes are strictly followed by the team.
• 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.
• Collaborate with key customers, prospects and sales team through effective project

Miami/Fort Lauderdale Area

• Manage and mentor day-to-day performance and accountability of a global team of network engineers (365X24X7 –Spain, Miami, Puerto Rico (35 technicians) to ensure top-tier service
• Collaborate with key customers, prospects and sales team through effective project management practices to achieve sales growth of 30%
• Review engineer timesheets weekly for accuracy and completeness.
• Review tickets weekly to ensure that all critical client issues are addressed according to documented processes, communicated well and resolved to the client’s satisfaction.
• 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.

Miramar

• Manage all network operations aspects
• Management 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)
• Oversee the delivery of IT services ensuring high-quality support is maintained. Implement best pracces in IT service management, including ITIL frameworks
• Open New Customer Service department in Costa Rica and Colombia
• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning.

Miami/Fort Lauderdale Area

• 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.