Hiram Torres

Help Desk Support agent receiving and handling calls from a major retail U.S.A. based pharmacy chain store corporation. - My main role was to handle calls from pharmacy store users reporting hardware, software and building issues opening tickets in ServiceNow, documenting the issue, resolving using screen share during the call if possible and when needed redirect incident to the next level support group. - Help reset and unblock passwords for ther different systems used. - Also guided new enrollment personnel to set up their accounts using screen share and/or create new user temporary passwords if needed.

• Command Center analyst activities for a worldwide sports apparel retail chain store corporation: Mainframe operator, JCL and batch job management. Batch job ordering/handling/manipulation and Service Level Agreement (SLA) monitoring using BMC Control M, Opsgenie callout system operator. Major incident Management. Snow ticket follow up, escalation to the different levels of support and management. Event 24x7 server monitoring. AS/400 user admin and robot job restarts operator. • Network Operation Center (NOC) analyst monitoring worldwide sports apparel retail chain store corporation network connectivity using Cisco Meraki dashboard, NAGIOS XI, Solarwinds, Internet provider portals like Craddlepoint and other corporate applications. • Store/Corp users service request support call handling, troubleshooting and solving issues related to password reset, ID and access management. Handle opened incident tickets ensuring quality and relevant information added, if necessary, escalate to the next tier, follow up until resolution by returning calls, reply to emails and/or via chats. • Follow up quality metrics and ensure to meet the client SLA’s

Responsible of receiving documentation (drawings, specifications, harness samples, etc.) of clients for new quoting purposes, analyze viability and coordinate with engineering and procurement to get all the needed information to complete the quote. Create preliminary BOM and labor of documentation sent to us for quoting. Quote engineering changes of all harnesses already manufactured by the plant. Work closely with the clients to better understand their needs and to reach price targets. In charge of creation of the customer code and part number generation on our system. Responsible to send quotes to the client once the process has been completed.

Responsible of all the lifecycle of product part numbers assigned including quoting new designs, generate engineering changes to the BOM content, approval of interim changes to the BOM if manufacturing plant needed, involved in cost reducing projects of the product, blueprints/drawing creation and administration of engineering changes, modification and approval for final design complying and/or exceeding with customer timing, technical support for all involved areas of the company. Interpretation of the requirements received from the client, quote engineering changes, product analysis and design improvement in the area of automotive harnesses. Work closely with the client to understand their needs and requirements. All the analysis and interpretation of the harness information sent by the client in 3D mathematical model and transfer the information to 2D drawings using CAD software (Siemens NX9 / Teamcenter PLM). Work with the Manufacturing plant to implement new changes to the design of the product, involved in validation of the design (pilot, prototype and pre-production) prior of final manufacturing and contain possible manufacturing issues if found of released production parts via interim authorization engineering change permits. Collaborated successfully with cross-functional development teams to design and manufacture new products. Manage BOM content, part number generation and engineering changes using SAP systems.

Client support/liaison between Siemens GTAC and Aptiv users. Assist users in the use of internal corporate systems and solve problems reported by them (SAP, Siemens Teamcenter PLM, CAD software, MS Win 7/10). Involved in planning, testing and implementation projects and software updates (Siemens NX, Teamcenter PLM). Training for this position was done in US company headquarter. Internal Trainer and consultant on Siemens NX and Teamcenter PLM software use. Mentor junior CAD Technicians, Engineers and new hires to better improve the competency and efficiency of all staff on corporate internal software.

Interpretation, analysis and drawing creation (Siemens NX). 3D Math data creation, support and analysis of components. Was trained for this position in US company headquarters. Main Customer General Motors but worked with other Automotive OEM's. Trained/assisted users on related NX CAD/Siemens Teamcenter PLM issues. Mentor junior CAD Technicians and new hires to better improve the competency and efficiency of all staff.