Jorge Vallejo Email & Phone Number

Madrid, Es

Medellín, Antioquia, Colombia

- Lead service desk and mobile teams across Colombia, Peru, and Ecuador.- Cultivate a collaborative team environment, providing guidance and support.- Conduct performance evaluations and develop career growth plans for team members.- Maintain strong relationships with clients and providers, ensuring satisfaction.- Monitor client feedback and promptly address issues to maintain high satisfaction levels.- Negotiate contracts and manage service level agreements (SLAs) to meet organizational needs.- Develop and implement strategic plans to optimize service desk operations.- Align team objectives with organizational goals, monitoring progress and making adjustments.- Plan and execute team expansions across borders, promoting cultural awareness and integration.- Provide expert consultancy on service desk operations and best practices.- Support senior management with strategic decision-making based on data-driven insights.- Conduct interviews to recruit top talent, maintaining high standards for team composition.- Ensure cultural fit and provide necessary training and support for new team members.- Serve as the primary point of contact between teams and senior management.- Communicate team performance, challenges, and achievements, facilitating alignment and addressing concerns.- Set and monitor individual and team goals, celebrating achievements and recognizing high performers.

Medellín, Antioquia, Colombia

- Manage the service desk team in Colombia, ensuring efficient daily operations and high-quality service delivery.- Foster teamwork and collaboration.- Identify training needs, conduct performance evaluations, and develop career growth plans.- Ensure follow-ups and high satisfaction for internal and external clients and providers.- Resolve issues promptly.- Define, monitor, and ensure compliance with service level agreements (SLAs).- Implement strategic plans to improve operations and align with organizational goals.- Conduct interviews and recruit top talent for the service desk team.- Serve as the main link between the team and senior management, reporting on performance and challenges.- Set and track individual and team goals, implementing strategies to achieve them and recognizing high performers.

Medellín, Antioquia, Colombia

- Monitoring team performance, adhered to service level agreements (SLAs) and provided detailed job training. - Meeting with users to discuss service needs and develop effective and practical solutions. - Efficiently assisting service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues. - Overseeing team of service professionals focused on I&D. - Hiring and training of new workers to improve efficiency of the department and cultivate a productive work atmosphere. - Reporting of service tickets into the incident tracking system to facilitate faster problem identification and resolution. - Responding to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution. - Attending weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies. - Solving of common user concerns by utilizing preset issue resolution scripts.

Bogota, D.C., Capital District, Colombia

- Provide advanced troubleshooting for over 500 users in a fast-paced environment.- Offer expertise in operating systems including MacOS, Windows, and Linux.- Maintain and repair hardware components, ensuring minimal downtime and high performance.- Directly support users, addressing technical issues promptly and efficiently.- Deliver exceptional customer service to ensure user satisfaction.- Collaborate with other area teams within the organization to resolve complex issues.- Participate in cross-functional projects to enhance overall IT support.- Adapt to and support offices experiencing rapid growth, ensuring scalable solutions.- Implement best practices to manage increasing user and hardware demands.- Maintain accurate records of support requests and resolutions.- Report on recurring issues and suggest improvements to prevent future occurrences.

Colombia

- Educated customers on proper ways to use security systems after completing tests and repairs. - Monitored operational and security procedures for numerous computers in network, related systems administration and maintenance protocols. - Evaluated security measures and made recommendations to managers for upgrades and changes. - Troubleshot hardware and software to determine and rectify network problems. - Performed necessary maintenance to support network availability. - Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution. - Collaborated closely with upper management to drive strategy through development and implementation of new processes.

Venezuela

- Planned, Designed, Managed and Implemented Network Infrastructure, Telecommunications and Security Systems, as well as projects to execute. - Managed a team of Network Analysts for the Tech support to Voice&Data and Security systems at one major mall located in Margarita Island, Venezuela. - Supported Voice & Data and Security systems at one major mall located in Margarita Island, Venezuela, as well as preventive and corrective maintenance. - Planned and Developed projects like Local Area Networks, IPTV Systems, Telephonic Networks, Data Networks Maintenance. - Installed and Repaired Tech Equipment like Communication Equipment and Electronic Security Equipment. - Installed new Telephonic Lines. - Scheduled inventory maintenance of equipment and work tools. - Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training. - Followed up with customers during and after installations to verify satisfaction. - Hired and trained new network technicians and service desk workers to improve efficiency of the department and cultivate a productive work atmosphere. - Trained less-skilled service workers on standards, efficiency and conflict resolution for best-in-class network installation and management.

Venezuela

Tech support to Voice&Data and Security systems at the "CC Parque Costazul", as so their proper preventive and corrective maintenance. Planning and Development of proyects like: Local Area Networks IPTV Systems Telephonic Networks Data Networks Manteinance, Instalation and Repairing of Tech Equipment like: Communication Equipment Electronic Security Equipment Installation of new Telephonic Lines. Every day schedule of Inventory maintenance of equipments and work tools.

Venezuela

Tech support to Voice&Data and Security systems at the "CC Parque Costazul", as so their proper preventive and corrective maintenance. Planning and Development of proyect like: Local Area Networks IPTV Systems Telephonic Networks Data Networks Manteinance, Instalation and Repairing of Tech Equipment like: Communication Equipment Electronic Security Equipment Instalation of new Telephonic Lines. Every day schedule of Inventory maintenance of equipments and work tools.

Systems Engineer, Computer Systems Networking And Telecommunications

Telecommunications Technician, Telecommunications Technology/Technician

Global Sport Business Master, Business Administration And Management, General