Alfredo Sagastume

About Alfredo Sagastume

I\'m excited to share my story as a dynamic, innovative, and passionately curious professional in the IT services industry. Throughout my journey, I have gained extensive experience in IT service delivery, project management, and systems engineering, spanning diverse tech fields. From healthcare and software development to my more recent role in data center managed IT services which provided me with invaluable opportunities for growth. I genuinely enjoy helping teams succeed & consider myself a trusted partner in every sense of the word. With years of experience, my core strengths lie in building strong relationships, paying attention to details, fostering innovation, & applying analytical & strategic thinking to deliver exceptional results. Furthermore, I\'m a friendly team player, a real person who genuinely cares about providing \"Service Excellence.\" What really sets me apart is my knack for managing complex IT projects & ensuring exceptional service delivery. I take great pride in the impact I\'ve had on cultivating company growth throughout my career, consistently surpassing performance goals & achieving maximum results with minimal resources. My professional expertise encompasses a wide range of specialties, from systems troubleshooting & risk management to vendor management, change management, & strategic planning. I leverage advanced administration techniques to deploy forward-thinking strategies, foster deep relationships through negotiation, & utilize my business acumen to drive systematic process improvement, operational excellence, project management, & resource allocation for streamlined operations & enhanced returns. My peers, mentors, & colleagues have always commended me for being a reliable, down-to-earth, & continuously innovative change agent. I\'m passionate about advocating for growth, taking effective & pragmatic action, & providing leadership that drives positive change. I’m also proud of serving my country as part of the US Army, where I started my IT career & graduating at the top of my class. Military service instilled in me the discipline, tenacity, & unwavering belief to overcome any challenge. It taught me the value of perseverance, pushing my limits, & staying focused on my goals. With the discipline & tenacity instilled by military service, I confidently approach any endeavor with unwavering determination & spirit. I welcome connections from potential colleagues, managers, & professionals in my industry. Please reach out to introduce yourself through LinkedIn. I’m also available at a•••@sagas.me or 72••••••27 (M).

Experience

1. IT Service Delivery Manager IT Senior Project Coordinator

   Insight

   Mar 2015 — Present · Tampa, FL, US

   In my professional journey, I\'ve gained nearly 11 years of valuable work experience with Insight. This time around, I\'ve been privileged to hold a dual role as an IT Service Delivery Manager (SDM) & Senior Project Coordinator in the SAP Data Center Management (DCM) Program, which enriched my position within the company. As an SDM, I oversaw support services for our SAP client in data centers across the Americas, ensuring adherence to service level agreements outlined in the Statement of Work (SOW), while continuously improving 24/7 service delivery. This involved addressing customer issues, coordinating technician support, working with partners, monitoring SLAs/KPIs & completing Root Cause Analysis. I served as the bridge between operations teams, the internal service desk, & the customer, conducting regular client meetings & delivering progress reports. One key accomplishment was that I optimized IT Service Management (ITSM) by reducing on-call 24/7/365 P1 support by 1 hour, & established a “Service Excellence” operation that enabled technicians to exceed the two-hour start work time, resulting in a 99.8% KPI & improved client satisfaction. Supervising a team of 21 professionals responsible for Remote Hands services at 3 client data centers was another important aspect of my role. I provided guidance, support, & leadership to ensure successful service delivery. I also managed the Field Service Management (FSM) tool for our program. Starting with \"FieldPower\" & transitioning to ServiceNow. I became highly proficient in both tools through self-study & practical application. My expertise in ServiceNow significantly enhanced our team\'s efficiency & customer satisfaction. I became a recognized Subject Matter Expert (SME) for ServiceNow within the organization, contributing to the successful implementation of ticket handling for our client & improving service reporting through Power BI. These efforts strengthened customer trust & optimized our internal processes.

Education

• Associates Degree - United Electronics Institute

  Associates of Science (AS) in Electronics Technology, Computers

• Saint Petersburg College

  Computer and Information Sciences and Support Services