Team Lead Resume

SUMMARY:

With +9 years of work experience, in IT and mainly Telecommunications (Managed Services Delivery).
Coordination, management and execution of 1st Level reactive actions within Global Network Operation Center .
Good management of Confidential Knowledge & Skills (MSTOP, Knowledge Sharing & Collaboration Skills) .

PROFESSIONAL EXPERIENCE:

Confidential

Team Lead

Responsibilities:

Reactive activities to ensure that customer services are continuous and available by reaching SLAs levels established.
Monitoring to detect possible faults and react on them to push for their prompt restoration or repair.
Break/Fix issues such as: Hardware, Backhaul, Performance.
Non-intrusive circuit testing, T1/DS3.
Identification and Follow-up of E911 issues.
ISUP trunk group fault restoration. ICOT testing.
Maintaining a strong technical understanding and keeping current of the supported Network.
Responsible for the Life Cycle of tickets (various severities).
Ensure workflows are delivered, problems are correctly reported, documented, routed, tracked, followed-up, solved, and/or escalated.
Delivering Results & Meeting Customer Expectations (Sprint), KPIs.
Securing Working Level Agreements (WLA), Operating Level Agreements (OLA), local targets, and global targets operational and financial fulfillment for all services delivered by the organization.
Following Instructions, Procedures and Process Applying Expertise & Technology.
Problem Analysis.
Business Continuity Management.
Collaboration with different Internal Teams (Fix Agents).
Ensure overall customer satisfaction.
Continuously Improves: Manages, report, monitor workflow, escalations, and work with team to decrease internal and external escalations.
Staff management, providing constant coaching/training. Weekly calls with Managers to ensure the optimal operation within the work group.
Develop knowledge within team.
Constant evaluation of staff.

Team Lead

Confidential

Responsibilities:

Reactive monitoring activities to ensure that customer services are continuous and available by reaching SLAs levels established.
Monitoring to detect possible faults and react on them to push for their prompt restoration or repair.
Responsible for Multisite Outages.
Break/Fix issues at a site level, Confidential vendor. Issues such as: Hardware, Backhaul, Performance. eNodeB reset, sector reset/block.
Non-intrusive circuit testing, T1/DS3.
Business Continuity Management
Direct communication towards: Network Control Center (NCC), Managers on Duty (MoD), Incident Directors (ID). Bridge Management.
Collaboration with different Internal Teams (Fix Agents).
Weekly calls with Managers to ensure the optimal operation within the work group.
Staff management, providing constant coaching.
Constant evaluation of staff.

Ticket Management

Confidential

Responsibilities:

Ticket Lifecycle & Service Levels.
Responsible for the last 2 phases (Creation, Triage, Fix Agent Engagement, Resolution).
Validation/resolution of issues, Ticket closure.
Appropriate Fix Agents re-engagement when issue persists.
Improvement of response times (KPIs & OPIs).

Team Lead

Confidential

Responsibilities:

Reactive monitoring activities to ensure that customer services (1x Voice, CDMA, EVDO are continuous and available.
Performance issues at a site level
Non-intrusive circuit testing, T1.
Cell site reset.
Collaboration with different Internal Teams (Fix Agents).
Weekly calls with Managers to ensure the optimal operation within the work group.
Staff management, providing constant coaching.
Constant evaluation of staff.

Confidential

Incident Management

Responsibilities:

Incident Management, Monthly reports, fault analysis
2nd Level Escalations to Hewlett Packard USA.
Constant monitoring of the SAT Aduanas/Contribuyentes platform.
Fulfillment of established KPIs.

Confidential

Technical Support Engineer

Responsibilities:

Technical Support onsite and remote.
Linux (RHEL 5.5), SQL, networking, Server admin.
Backups, formatting, requirements, tests.

Confidential

Software Engineer

Responsibilities:

1st Level support
Monitoring using various Confidential tools.
Ensuring optimal performance of the HUB platform.

Confidential

Technical Support Associate

Responsibilities:

Ticket Lifecycle, ticket escalation.
1st line Support to +2000 users.
Microsoft Office 2003 and Active Directory failures
OS (Windows, AS400) issues
Tech support with internal Client applications.
IP telephony.
Achieving agreed SLAs.

Confidential

Help Desk Analyst

Responsibilities:

Ticket Lifecycle, ticket escalation.
1st line Support to +2000 users.
Microsoft Office 2003, Active Directory and Lotus mail failures.
OS (Windows, Unix) issues
Tech support with internal Client applications.
IP telephony.
Achieving agreed SLAs.

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