Augustine Perez

About Augustine Perez

Over the course of my career in Service Delivery Management, with a focus on Domestic & …

Experience

1. Network Operations Center Manager

   Presidio

   Nov 2018 — Present

   Responsible for managing daily operations of the Managed Services Operations Center shift to which they are assigned- Provide regular status reporting to Operations Director to keep them informed about issues, impediments, escalations and necessary resources.• Serves as initial Operational Management escalation point for any necessary internal or external issues, to be engaged when operations requires customer-facing representation. • Responsible for working with Operations Directors to develop and update operational processes.• Develop operational reporting and implement action plans to achieve SLA/KPI targets.• Responsible for proactively reviewing overall shift performance and taking appropriate steps to meet Service Level Agreements.• Responsible for assisting in the completion of Operational Readiness Reviews for onboarding customers as determined by the Operations Director.• Responsible for individually assigned strategic customer accounts to provide additional operational oversight, review and monitoring of ongoing and completed incidents to drive customer satisfaction and Service Level Agreement achievement.• Works with Service Delivery and other teams to handle customer escalations and ensure appropriate Operational response and attention.• Assist with initial Incident Review write-ups for escalations regarding Operational performance or incident handling as determined by the Operations Director.• Responsible for directly managing Operations Technicians- Responsible for completing performance and personal objective reviews of Operations Technicians- Responsible for providing additional review and auditing of individual Operational performance- Assists Operations Director with new hire candidate review and interviews.• Responsible for participating in weekly Operational Management review of ongoing escalations, process improvements and other staffing discussions.

Skills

• Gsm
• International Business
• Iso 9000
• Social Media
• Root Cause Analysis
• Crm
• Spanish-Speaking
• Manufacturing
• Customer-Focused
• Engineering
• Coaching
• Management
• Supply Chain Operations
• Halt
• Wordpad
• Small Business
• Customer Driven
• Quality Assurance
• Entrepreneurship
• Cdma
• Project Planning
• Supply Chain
• Process Improvement
• Integration
• Service Delivery
• Hass
• Project Management
• Reliability Engineering
• Cross-Functional Team Leadership
• Wireless
• Public Speaking
• Mobile Devices
• Troubleshooting
• Telecommunications
• Product Development
• Analysis
• Vendor Management
• Six Thinking Hats
• Lean Warehousing
• Erp