Roberto Del Toro Email & Phone Number

Apopka, Fl, Us

Orlando, Florida, United States

- Monitoring, Identification, and Classification of Major Incidents through continuously monitoring systems, applications, and network infrastructure to detect anomalies or incidents.- Set up dedicated communication channels for major incidents, such as a chat platform or incident management tool, to ensure all stakeholders have a centralized platform to receive updates, share information, and collaborate effectively.- Inform all internal and external stakeholders throughout all stages of the incident. This includes notifying relevant teams, managers, executives, external partners, or customers who may be impacted.- Conduct training sessions with team members on effective communication during major incidents, including teaching them about incident response protocols, best practices, and proper communication tools.- Train and mentor team members as Incident Commanders by identifying team members who can take on the role of Incident Commanders and provide them with training and mentorship to enhance their incident management skills, decision-making abilities, and communication capabilities- Create a unified communication channel for all responders involved in the major incident for effective coordination, information sharing, and collaboration among the teams, enabling them to work together toward resolving the incident efficiently.- Create an initial post-mortem report and collaborate with the primary SME to capture the incident's details, including the root cause, impact, actions taken, and lessons learned.- Collaborate with Team Leads/Managers for preventive measures, such as scheduling and prioritizing preventive actions identified during the post-mortem to ensure effective implementation to prevent future incidents.Skills: Microsoft Teams · Grafana · Confluence · BMC Remedy Ticketing System · Communication Training · Audio Conferencing · Critical Incident Stress Management · Oral Communication · Stressful Situations · PagerDuty

Lake Mary, Florida, United States

Lake Mary, Florida, United States

_ Core Business Operations Consultant - Gather the information needed to resolve customer issues and provide verbal and remote instruction /assistance to customers, including status updates as needed.- Provide excellent technical support thought phone to IT users for basic end users related hardware and software, desktop related LAN network system to DoD client enterprise - Call processing, incident management and service thru service request utilizing service desk tools for resolution and escalation. - Support the Team Lead with escalation, tickets and customer service- Mentor and train new team members. - Collaborate with oversee staff and provide direction and guidance to help resolve customer tickets.

Orlando, Florida

•Gather requirements and transition requirements into technical specifications•Create and implement project documentation, test plans and testing protocols to improve quality assurance •Conduct quantitative and qualitative analysis via My Oracle Support ticketing system to evaluate, analyze, and improve on best practices to improve efficiencies on deliverables•Establish performance measures, monitor and analyze performance metrics to mentor and coach support analysts on processes to improve performance•Identify risks via logs analysis on APEX to identify and report recurring technical issues to leadership and product development teams

Orlando, Florida

•Managed ticket escalations and coordinated resolution efforts with key stakeholders •Partnered with cross–functional teams to ensure and manage technical case ownership and resolution process •Coached, developed and led team members to ensure delivery of consistent client service experience in accordance with company SLA’s and client service protocols •Assisted in the creation of internal processes and procedures documentations used for escalations across internal technical support teams •Compiled data reports specific to service interruptions, incident response program data and miscellaneous information using APEX

Orlando, Florida Area

•Troubleshot a variety of technical issues for products including: Micros Point of Sales Systems, RES 3700, Simphony Cloud, Workstation Hardware, Reporting & Analytics Cloud base •Solved 100% of functional and technical cases specific to product compatibility, configuration, license reconciliation, support entitlements and validation, electronic support, supply chain issues and product (Oracle Micros products, RES 3700, Simphony Cloud, E7 and Reporting & Analytic) availability•Acted as subject matter expert on troubleshooting procedures related to problem identification, categorization, prioritization and resolution of software, hardware, database, and product solutions •Resolved issues using Oracle SQL scripts in conjunction with appropriate case documentation when required for incident escalations using APEX•Consulted with clients and recommended hardware and software solution upgrades

Orlando, Florida Area

• Consistently exceeded goals in key metrics: profit, sales, customer service, and operational measures by developing new business and marketing opportunities.• Efficiently monitored stock levels and procured necessary resources; whilst critically interfacing with suppliers and stakeholders, to entrench the need for quality services.• Oversaw a team of 8 managers and 22 employees; invested in staff through recruitment, valuable training and finalised staff appraisals.• Designed more attractive merchandise presentation strategies and special marketing campaigns, resulting in increased store traffic and profits.SUCCESS HIGHLIGHT• Grew customer satisfaction from 85% to 93% within one year by identifying and implementing cash handling process improvements, increasing cash deposit accuracy throughout the store.

Orlando, Florida Area

• Spearheaded day to day total store operations including customer service, cash and inventory control, asset protection, store conditions, and performance management.• Managed, trained and motivated sales and customer service teams: achieved significant improvements in their productivity through key performance indicators and statistics.• Expertly managed inventory and displays to reflect trends and seasonal variations, ensuring an aesthetically-pleasing environment that also served as a safe environment for employees and customers.• Implemented quality and operational improvement initiatives for organization wide processes to improve customer satisfaction levels and business productivity.

Orlando, Florida Area

• Improved slumping sales in the retail store by readjusting policies to be customer friendly, trained staff in relationship building to identify and act upon closing opportunities within a compressed sales cycle.• Diligently carried out all daily business functions, including trustworthy cash management, efficient inventory management, store budgeting, strategic marketing campaigns and aesthetic merchandising.• Ensured that loss prevention policies, systems, and procedures were implemented in all stores and that any discrepancies in stock inventory were investigated to minimize loss.