F. Herrera Contreras

Oversee the monitoring and management of network incidents, ensuring timely resolution and minimal disruption to services. • Manage the incident lifecycle from start to finish • Monitor and manage network incidents • Develop and implement incident response plans • Collaborate with IT and network teams • Coordinate and escalate incidents • Define and document metrics to evaluate incident management effectiveness

Point of contact for technicians that require assistance with anything related to their appointsments. • Troubleshoot issues on smartphones and assist them on app to be able to navigate properly. • Assist Technicians setting up appointments with customers as well as creating and sending estimates for each job performed. • Handle membership gifting for ew clients • I was able to improve the gifting process times, each gift took 2-3 minutes, I was able to lower it to 1 minute each with macros and fucntions in excel.

I work as part of a team in charge of information transmissions between security, vendor, and the bank. • Process implementation for transmission protocols. • Problem and Incident management for transmission. • Introduced improvements in the transmission protocol process, increasing service efficiency by 20%.

• Manage all incidents to involve relevant resources to resolve them and inform all stakeholders. • Collect all needful information for documentation of all relevant events and decisions taken to solve incidents. • Lead calls with stakeholders and resource to diagnose and perform Root Cause Analysis. • Involved in problem management process which lead to continuous improvement plans. • Created a spreadsheet for incident evaluation, enhancing incident categorization and reducing false P1 incidents.

• Identify issues, evaluate requests, and assign tasks for migration project. • Assign and manage tickets for the requests and issue. • Coordination with fulfillment team. • End to end management. • Acted as Incident manager for P1 and P2 incidents.

• Evaluation, escalation, and management of all related communications for major incident requests • Evaluation and notification of escalations. • Usage of messaging tool for notification and major incident communications. • Worked in a shared services model for multiple clients. • Manage Major incident calls.

• Level 1 and 2 IT support for Russell Reynolds Associates. • Windows XP, 7 and 10, Office 2010, 2013, 2016 and 365 • Active Directory, Exchange Server, Document Management, and deployment tools (SCCM). • VPN setup, Cisco IP phone setups and voicemail (CUCM, Unity). • White glove support for C level executives. • Mobile device enterprise set up using Airwatch and Intune. • Ticket Management and dispatch.