Oscar Moreno Email & Phone Number

Team Leadership and Development:Schedule and assign tasks, Supervisors prioritize work, distribute tasks to technicians based on their skills and workload, and ensure deadlines are met.Performance Management:Conduct performance reviews, identify training needs of technicians, and develop training programs to enhance their skills.Lead and Motivate:Setting clear performance expectations while providing coaching and mentorship. Maintain and foster a positive, fun and collaborative work environment

Technical Troubleshooting:Diagnose and resolve technical issues for Granite clients and field technicians working remotely.Minimize downtime by efficiently troubleshooting network problems.Analyze network performance metrics and identify bottlenecks or areas for improvement.Client Communication:Provide clear and comprehensive answers to client inquiries about service repairs, product functionalities, outages, and appointment scheduling.Provide technical support to users experiencing network-related problems.Answer user questions about network access, configuration, and security best practices.Customer Satisfaction:Proactively follow up with clients and internal teams to ensure successful issue resolution and high customer satisfaction.Ticketing Efficiency Expert:Leverage ConnectWise ticketing system to streamline repair issue management, from ticket creation and tracking to communication, documentation (EBOND), and resolution.Team Work and Effectiveness:Collaborate effectively with NOC technicians, Account Managers, and Field Technicians to maintain clear communication and ensure all tasks are completed or resolved promptly.