Ramón Vásquez Email & Phone Number

Budapest, Hu

Budapest, Hungary

Product manager for the Reliability Squad at Wise

● IT support manager for 700+ users in Hungary and other remote offices, managing all proccesses from onboarding to inventory, procurement,budgeting and improvement initiatives.● Successfully meet all KPIs and SLAs while supporting a growth of 100%in hiring relatively to previous year.● Resposible for the budget IT equipments and expenses.

● Managed a team of 2 team leaders and 60+ IT support associates (L1and L2) for a customer in the financial sector tracking KPIs and SLAs untilcompletion

● Built and led a multicultural team of 20+ level one and 5+ level two support technicians within the company that collectively reached KPIs and exceeded Service Levels Agreements. ● Transitioned customer’s ITIL processes and services providing new infrastructure and application support within a period of 3 months while executing Business Continuity Plan activities due to COVID-19. ● Successfully coordinated a team that handled 9000+ contacts (e-mail, chat, phone) per month with a satisfaction index of 9.27 out of 10.

Hungría

● Managed a multicultural service desk team of 20+ analysts, delivering support for 200+ applications and infrastructure services globally to a customer in the Travel, Tourism, and Hospitality sector. ● Participated in 4+ transition projects, remotely and in site acquiring knowledge from a variety of vendors and suppliers to TCS.● Handle the customer relationship management in different countries and regions, assuring the delivery of excellent customer experience.● Participate in customer life cycle. Holding ongoing meetings and reviews to meet targets, expectations, SLAs and KPIs.● Coordinate the operational tasks on a daily basis with offshore/onsite teams, and provide assistance whenever is needed to IT associates. Work on cases which require higher IT knowledge, as well as handle escalations from client.

Hungría

● Performed 30+ monthly quality checks and evaluations for all contact (calls, emails, portal) received in 3 language lines (English, Spanish, Portuguese) as well as feedback sessions and improvement plans.● Created, designed and updated 40+ knowledge base documents and processes for our support team and shared them across different platforms.● Trained & onboarded 7+ new joiners in technical support and customer handling practices. ● Provide assistance to the first level agents via floorwalking, coordinate the operational tasks on a daily basis with offshore teams, work on cases that require higher IT knowledge, as well as create and update knowledge base items and provide ticket analysis. ● In case of emergency situations handle incoming calls and emails, perform the necessary administration in the logging tool, and provide basic office IT troubleshooting and action standard service.

Budapest - Hungary

● Handled 600+ contacts per month in 3 different languages (Spanish, English and Portuguese) providing support to users all over the world. ● Continuously reached a target above 90% in performance evaluation for volume of contacts and quality of service in a period of 10+ months.● Providing essential support to international customers regarding software, hardware, and technology-related issues by identifying clients' needs and solving 1st-level software and hardware problems remotely by giving step-by-step instructions.● Escalating unsolved cases to the appropriate team: IT, SAP, network/server support, application support, developers, or local operations.● Registering queries in the customer relationship management tool (CRM – ServiceNow) and documenting good case practices to share with other colleagues within the team.● Learning and implementing new technologies, tools, processes, and policies. (knowledge transfer).

São Paulo Y Alrededores, Brasil

● Managed the integration of a freight system (GKO) with the company's ERP (Dynamics AX) from requirement definition to implementation. ● Created interim IT solution for calculating sales commissions for Sales Department and Human Resources.Additional responsibilities: ● Functional support in Microsoft Dynamics AX, ● Support and management in Microsoft SQL Server,● Business Intelligence and reporting. ● Project Manager: Integration of GKO (freight software) with Microsoft Dynamics AX

Barquisimeto

● Coordinated an NGO composed by 60 students and 8 functional areas.● Successfully guided a team that accomplished 125% of growth in product delivery.Key points: - Leadership- Project management- Budget management- Balance Scored Card- Oratory- Coaching- Planning and timelines- Emotional intelligence- Decision-making- Goal setting.

Barquisimeto

● Signed off 2 new accounts and renew contract with other 3.● Created processes and pipeline for the new product division implemented the following year.

Barquisimeto

Professional intern part of the team in charge of the development of two projects:● Digital Marketing Project: digital signage, proximity marketing NFC, mobile payment.● Prototype E-commerce Project (Web): online shopping. Pilot project aiming to provide an online platform for buying medical goods and medicines.

As part of the tutoring program in UNEXPO university I was able to teach classes to earlier semester's students in technical subjects as Telecommunications Systems and also in pure science as Calculus. I was in charge of the trainings material and I was also responsible for students consulting.