Reinaldo C.

About Reinaldo C.

My role is to oversee all IT Service Desk staff and ensure that end-users are receiving help. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of IT Service Desk functions and call center statistics/KPIs, and serving as the first point of escalation for performance issues within the Service Desk team and internal/external customer related issues.I’m also responsible for planning, designing, and analyzing the organization’s IT Service Desk according to best practices while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.I’m is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans, also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.Finally, this role will need to ensure that IT asset inventories (including laptops/PCs and mobile devices) are maintained and keep records up-to-date.

Experience

1. Information Technology Technical Services Manager

   Conexess Group

   Oct 2021 — Present · US

Education

• Barry University

  Bachelor's degree, Computer and Information Sciences and Support Services

  1998 — 2001