Rommel R. Email & Phone Number

Remote

- Handled escalated tickets from Tier 1 to make a deeper analysis and troubleshoot.- Worked with QA/DEV/Proyect Management teammates on diagnosing, troubleshooting, triaging internal customers’ open issue and requirements.- Provided technical support via email or phone for a customer base of SysAdmins and end users of the products' suite.- Complete ownership of whole cycle of customer technical support resolution.- Provided a proactive approach within customer support, assisted in infrastructure optimization & upgrades.- Logs/documented all customer interactions into Salesforce ticketing system.- Proactivness and awareness of the impact of events on customer’s systems or internal platforms.- Created knowledgebase/troubleshooting documentation for teamamtes and customers.

- Quickly response to all alerts, restoration or escalation of problems. - Identify, troubleshoot and resolve IT network issues reported through monitoring systems, trouble tickets, or other internal teams / users. - Monitoring systems, trouble tickets, or other internal teams / users. - Perform triage and detailed analysis of all reported network issues. - Participate in planned maintenance to ensure operational consistency and service improvement. - Proactively monitor the performance of network devices and links, servers and services.

Perú

- Over-the-phone interpreting for U.S. health care services.- Fulfill the interpreter's role on every call.- Fidelity compliance with work protocols, HIPAA laws and work schedule.- Compliance with quality guidelines, achieving required metrics.

Lima, Perú

- Daily monitoring of the ServiceDesk operation (calls / emails / tickets).- Daily supervision of the work performed by the agents based on KPI's.- Onboarding process and micromanagement for new agents.- 2nd level technical incident handling, troubleshooting and escalating incidents to the required team/network provider/stakeholder.- Improved CSAT by 20% and KPI/response time by 30% by implementing a process workflow for every activity we owned.- Deployed Six Sigma CI methodology for both my team and escalation team, decreasing ticketing backlog by 40%.- Daily meetings with the different stakeholders of the campaign (3rd lvl/SOC/IT QA's/Trainers).

Perú

- Customer Service for British Telecom LATAM customers, being the 1st contact level for technical incidents.- 1st level troubleshooting, reporting and escalating incidents acording to their SLA's- Proactive monitoring of many network services with ITSM tools.- Compliance with KPI's and followed work guidelines/SOP's/supervisor adivce.- Agent of the month throughout 2018.

Perú

- Customer Account service to corporate customers, reporting and escalating technical incidents, providing 1st level assistance, managing large volumes of customer data in tables for service maintenance management.

Administración Y Sistemas

Systems Engineering