Sam Rosario Email & Phone Number

London, United Kingdom

London, United Kingdom

Endeavor (formerly WME | IMG) is a global leader in sports, entertainment and fashion operating in more than 30 countries. Named one of Fortune’s 25 Most Important Private Companies, Endeavor is comprised of a number of industry-leading companies including WME, IMG and UFC. The Endeavor network specializes in talent representation and management; brand marketing, sponsorship and licensing; media sales and distribution; event operation and management; and sports training and league development.

Chiswick

IMG is a global sports, fashion and media business operating in more than 30 countries

London, United Kingdom

Acted as a trusted advisor, particularly to Senior Managers and Directors based in offices across the globe. The focus was to learn the business needs, manage escalated issues through to resolution, manage customer expectations and identify the most appropriate IT solutions.The role included sharing customer feedback with IT staff and communicating any concerns and capabilities of IT back to the customer. Sam worked with IT Service Managers to ensure that appropriate services were developed to meet customer needs. He captured initial requirements, ensuring correct IT resource were allocated and followed through to delivery.Achievements:• Implemented online Customer Satisfaction Surveys which directly led to continual service improvements to a number of IT services, resulting in improved productivity of SThree departments who rely on these services• Developed a Business Service Catalogue to increase the visibility and understanding of IT services offered• Designed email templates for delivering customer communications and obtaining feedback on individual support tickets. This resulted in a significant improvement in the customer satisfaction KPIs from 74% to 97% • Project managed the IT tasks required for setting up over 10 new Country office ventures, all of which went live on schedule• Mitigated customer dissatisfaction by acting as the customers voice in Change Advisory Board (CAB) meetings• Contributed monthly ‘IT update’ articles to 7 regional Sales Newsletters and increased rapport amongst IT Staff by implementing a monthly internal IT Newsletter

The role was to evaluate the results of web searches, for their appropriateness to the search query and then assigning a rating. Sam had to define the user intent based solely on the search text, he then assigned a rating as to whether the landing page is providing what the user is looking for.Achievements:• Met very tight time constraints given for each rating task• Defined self motivated targets which ensured a high number of rating tasks were completed each day• Quickly resolved all rating discrepancies with other analysts

Acted as the dedicated Platinum Support contact for numerous Enterprise accounts, including Dresdner Kleinwort Benson, PWC, Goldman Sachs, Merrill Lynch, Sainsbury’s, DLA Piper and AT&T. The focus was to manage customers’ technical support requests through collaboration with Product Specialists, Development and Support Management. Maintaining efficient and effective communication, Sam built strong rapport with the customer through site visits. He leveraged and involved all resources required according to the severity of customers’ issues.Achievements:• All clients renewed their subscriptions to McAfee Products and Services, including Platinum Support• Successfully delivered monthly and quarterly metric reports measuring quality of incident resolution• Maintained strong knowledge of McAfee Apps and Services to effectively consult and offer expert advice• Ensured customer satisfaction by maintaining compliance with service level agreements• Provided proactive notification of patches, upgrades and information that assisted the customerCareer break, travelling through North America

The role involved analysing numerous customers IT infrastructures, followed by the creation and implementation of a plan for a Digital Dictation Workflow deployment (replacing an inefficient tape-based dictation system). Sam also facilitated the successful release of new software by managing a beta programme that included:o Managing customer relationships at beta sites, site visiting when required o Acting as Proxy customer to prioritise, feedback and progress development of the softwareo Managing, processing and prioritising software bugso Educating internal staff on beta development progress Achievements:• Devised a Device Driver solution to Citrix Wyse Terminals which allowed for an expansion of the customer base• Delivered presentations to customers which effectively diffused reservations towards a new technology• Conducted classroom and 1-1 training sessions that allowed end users to quickly get up to speed• Installed client hardware and software on Windows 2000/XP and Citrix Desktops• Maintained customer satisfaction by resolving 3rd line issues over the phone and on–siteCareer break, solo round the world travel, travelling extensively through Africa, Asia and Australasia, incorporating 4 months volunteer work

Conducted audits on desktops and laptops. Sam then rolled out numerous Windows 2000 Desktops/Laptops and promptly resolved issues at customer’s desks.

Delivered hardware and software support to over 400 local and international users. Sam used Microsoft and other support tools to manage user support tickets. He also implemented projects to deliver business benefits, including MSI scripts, Symantec Ghost, LANDesk and Terminal Services