Victor Camilo Email & Phone Number

Chicago, Il, Us

Chicago, Illinois, United States

Transforming our first point of contact support team from a call and dispatch to a high-performing, value-add organization following the ITSM methodology. Focusing on employee productivity, leveraging contemporary collaborative tools for a hybrid & remote global workforce.

Position eliminated due to company-wide reduction of workforce• Managed the digital collaboration experience for remote employees attending the Innovation Lab (iLab) and Experience Lab (xLab) sessions, meetings, and tours• Selected to be the primary administrator for all iLab software, including Brightidea, Mural, Wide Narrow, and Intuiface Composer; managed all initiatives in Brightidea, created monthly status reports, maintained user access, facilitated complex Murals, and trained new users• Established relationships with leaders and employees company-wide to promote the visibility and utilization of the labs for generating new ideas, revenue-building strategies, and innovative work methods• Enhanced the operational efficiency of the labs by providing technical and creative support for all employees, learning and integrating emerging software to improve the experience• Supported all business units, including New Ventures and Workplace Live events by providing technical assistance, time-lapse videos for events, lab access, tours, and video editing for management; maintained confidentiality across initiatives• Co-created a quarterly newsletter utilizing AI to share department updates, wins, and technology insights for the company• Provided comprehensive augmented reality (AR) and virtual reality (VR) support to the Claims organization, resolving troubleshooting issues and handling Q&A sessions for trainers, students, and management• Setup digital boards in Mural and provided co-facilitator support during Design Thinking sessions in the iLab; captured photos and recorded final presentations for management and social media content• Organized and facilitated training, Shark Tank-style events, live meetings on WebEx, Workplace, and Zoom, and Hackathons in Brightidea, collaborating with all IT leaders• Utilized Wide Narrow to generate research and curate articles for employees nationwide around InsurTech, Intelligent Automation, AR/VR, and industry hot topics

Torrance, California, United States

• Oversaw the daily operations of up to 40 employees supporting the IT Service Desk, including on-shore Supervisors and off-shore technical support teams; ensured seamless delivery of quality IT services to all TFS business units• Created a self-service portal for TFS employees to provide more efficient resolution of issues and inquiries• Collaborated with the supplier management team in response to issues, improvement opportunities, and delivery of services according to pre-negotiated service levels • Participated in the evolution of Service Desk capabilities by analyzing vendor performance versus current business needs and industry best practices, identifying future service level metrics and vendor selection decisions• Implemented 1st-level and 2nd-level support for all TFS IT systems by initiating a solid understanding of general IT systems and support practices; developed an enhanced customer care philosophy that ensured customer satisfaction• Collaborated within the team and with external parties to integrate streamlined processes and faster results• Anticipated problems and proactively developed a team structure and guidelines based on experience, research, and problem-solving alternatives • Led projects with the team and regularly updated sponsors and senior management on statuses for transparency

Chandler, Arizona, United States

• Ensured access was granted efficiently to employees for internal systems; primary contact for troubleshooting issues• Key influencer in all projects related to the Access Admin and security teams• Handled 100% of business-critical applications, delegating responsibilities to produce quicker response rates• Supported the Puerto Rico branch by assisting with call quality reviews from the off-shore Spanish-speaking team• Trained new team members on processes, systems, and techniques for efficiency • Maintained communication with Level 1 support, Level 2 managers, and team members to sustain change management

Chandler, Arizona, United States

• Ensured access was granted successfully and efficiently to employees for internal systems; primary contact for troubleshooting issues• Key influencer in all projects related to the Access Admin and security teams• Handled 100% of business critical applications for a year; delegated to the team resources for quickest response time• Trained new team members on processes, systems, and techniques for efficiency • Maintained communication with managers, level two support, and team members in order to keep up with the evolving department• Supported the Puerto Rico branch by assisting with call quality review from the offshore Spanish-speaking team• Communicated with trainers and the field team leaders regarding issues and wins with the new staff

Chandler, Arizona, United States

• Provided IT support for systems in production including support for printers, networking, and all Windows based systems for the Phoenix call center• Maintained software and hardware registrations and managed inventory to provide upgrades as necessary and ensure appropriate security levels are maintained• Provided weekend support and offshore support of the Toyota Puerto Rico branch• Built the team and processes in the Puerto Rico branch for several weeks to support their desk-side team• Traveled to other Toyota locations to provide support and train on upgrades when needed