Luis Aponte Email & Phone Number

Springfield, Ma, Us

As an Escalation Manager, I oversee and streamline technical support operations for Soroc Field Technicians across TD Bank's U.S. footprint. My role emphasizes delivering exceptional service, resolving escalated issues promptly, and maintaining strong client relationships. Key contributions include:Managing escalations and acting as a primary/secondary point of contact within the Support Services Escalation program.Providing desktop support and guidance to TD Bank end-users across various locations.Monitoring and maintaining accuracy in TD and Soroc ServiceNow ticketing systems, including creating, updating, and resolving work orders.Facilitating onboarding and offboarding processes for field technicians, ensuring system access, badging, and credential validation.Coordinating Change Control Work Orders for after-hours operations and overseeing staff scheduling, vacations, and lead on-call arrangements.Processing timesheets, managing expenses, and collaborating with cross-functional teams to address and resolve escalated issues efficiently.Building strong relationships with TD Bank representatives, Soroc field technicians, vendors, and other departments to ensure seamless service delivery.My role demands a strategic approach to problem-solving, strong organizational skills, and a commitment to service excellence, fostering collaboration to meet and exceed client expectations.

Springfield, Massachusetts Area

Responsible for maintaining TD Bank technology hardware issue for WWTS (World Wide TechServices) in the Greater Springfield region as well as teh berkshiresSkills - Windows XP - Windows 7- Windows 8 - Windows 2003 - Windows 2008R2 Operating Systems Technical Support - Networking, Servers, Teamwork, Project Management, Microsoft Excel, Computer Hardware, Microsoft Office, Customer Service, System Administration, TCP/IP, , Windows, Active Directory, Microsoft Word, Team Leadership, Hardware, Outlook, Computer Repair, Team Building

Skills - Windows XP - Windows 7- Windows 8 - Windows 2003 - Windows 2008R2 Operating Systems Technical Support - Networking, Servers, Teamwork, Project Management, Microsoft Excel, Computer Hardware, Microsoft Office, Customer Service, System Administration, TCP/IP, , Windows, Active Directory, Microsoft Word, Team Leadership, Hardware, Outlook, Computer Repair, Team Building

handled basic electrical and heating and cooling issues as well as general building mantanance.

Charged with Security of the building and maintaining its fire and life safety systems.