Alexander Hernández Meléndez

Responsible for end-to-end operations regarding all IT equipment, purchases, distribution, troubleshooting, metric creation and, ticket handling for Costa Rica, and LACA countries: Brazil, Mexico, Argentina, Panama, Peru and Barbados.

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Responded to customer concerns and escalations delivering exceptional customer experience and remedied issues promptly and effectively.
• Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
• Submitted reports to senior management to aid in business decision-making and planning.
• Demonstrated familiarity with latest hardware, software and networking technology, as well as industry trends.
• Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.

• Coached employees through day-to-day work and complex problems.
• Established and updated work schedules to account for changing staff levels and expected workloads.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Monitored employee and customer interactions to assess quality of service.
• Established and implemented training programs to maximize team performance.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Collaborated with Facilities and Human Resources departments to achieve a successful return to office project.

• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Managed network and system performance, conducting troubleshooting, security patching and maintenance.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Implemented, developed and tested installation and update of file servers, print servers and application servers.
• Standardized job tasks and trained junior team members on industry best practices and standards.
• Diagnosed and resolved problems with AV equipment and media management systems.
• Arranged corporate and office conferences for company employees and guests.
• Managed IT vendors contracts and relationships through collaboration to maximize cost-effectiveness, optimize delivery schedules and maintain service standards.