Fatima Vilchez
Miami,FL
Summary
Experienced Service Manager offering 9+ years of experience in Telecommunication. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements.
Overview
14
14
years of professional experience
1
1
Certification
Work History
IT Project Manager
Telefonica
Miami, FL
02.2019 - 10.2020
- With a holistic understanding of IT and hosting functions with a working knowledge of implementing collocation footprints(power circuits, interconnections, network infrastructure, hardware upgrades).
- Oversaw the management of complex projects such as migration collocation infrastructures from customers with different industries.
- Worked alongside multinational security customer to establish a pandemic VPN connection solution for business continuity.
- Designed and delivered 30+ disaster recovery workstations as a service to the company it promoted revenue.
- Acted as point of contact accountability and escalation for overall support activities, including problem, change, incident management, and project issues.
- Adhering to the company project life cycle including maintenance of detailed project plans, project charters, risks and issue registers, regular reporting.
- Reported on project performance and metrics to upper management and other team members.
- Schedule management of engineers, subcontractors.
- Coordinated migration/testing plan for systems or environment with client and support teams on the turn-up and delivery of service.
- Prepared the closing of a project and transition the project to operations.
- Created a billing request to report the revenue of the delivered services.
Telefonica - IT Infrastructure Project Manager
Miami, Florida
02.2019 - 10.2020
Senior Customer Relations Executive
Telefonica
Miami, Florida
04.2011 - 02.2019
- Senior customer relations executive with 7+ years of experience providing value Service Delivery and life-cycle support for large, high-profile Enterprise and Multinational customers throughout the United States and Latin America.
- In the day-to-day responsibilities included delivering support to customers with service problems by clarifying the customer's complaint, determining the cause of the problem.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
- Generate monthly invoicing revenue.
- Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
- Scheduled and attended meetings with clients and prospective clients, as requested.
- Negotiated with customer existing contract service renewals.
- Engaged in the implementation of service upgrades of existing customer.
Human Resources Assistant
Armor Correctional Health Services
Miami, Florida
10.2006 - 04.2011
- Enthusiastic professional with 5 years of experience in a fast-paced Human Resource department.
- Created and completed personnel action forms for all hires, terminations, title changes and terminations.
- Conducted background checks on candidates by obtaining information from law enforcement officials, previous employers and references and other services.
- Supported human resources staff with new hire orientations and monthly departmental meetings.
- Assisted management staff in annual year-end processes and data audits.
- Entered personnel and subcontractor data into central database.
- Implemented tracking database for employee professional development, licensure renewal credits, and renewal deadlines.
- Coordinated and conducted new hire pre-interviews.
- Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
Education
Associates of Science Degree - Computer Network Engineer
Florida Career College
11.2003
Certificate - Business Microcomputer Operations - undefined
New Profession Technical School
05.2001
Skills
- Microsoft Office Suite 365
- Salesforce
- Solarwinds
- BMC Remedy Ticketing System
- ITILv3 Foundation Knowledge
- Microsoft Project 2016
- Project Management
- Financial knowledge (P&L, Contract Renewal Negotiation )
- Report Monthly Metrics
- Ads, Network
- Billing, Personnel
- Closing, Problem-Solving
- Hardware upgrades, Processes
- Customer relations, Project Management
- Clients, Project plans
- Client, Recruitment
- Customer Service, Reporting
- Client and support, Scheduling
- Database, Telecommunications
- Delivery, Upgrades
- Disaster recovery, VPN
- Drafting, Year-end
- Fast
- Finance
- Financial
- Forms
- Human Resource
- Human resources
- Invoicing
- Latin
- Law enforcement
- Leadership
- Letters
- Logistics
- Meetings
- Microsoft Office Suite
- Microsoft Project
- Migration
- Negotiation
- Enterprise
Certification
- Leadership
- Communication
- Data Center Operations Knowledge
- Certified Telecommunications Network Specialist (CTNS)
- Certified Associate in Project Management-Training, CompTIA A+ Technician Candidate ID: COMP001000250017, Date April 17, 2003
Timeline
IT Project Manager
Telefonica
02.2019 - 10.2020
Telefonica - IT Infrastructure Project Manager
02.2019 - 10.2020
Senior Customer Relations Executive
Telefonica
04.2011 - 02.2019
Human Resources Assistant
Armor Correctional Health Services
10.2006 - 04.2011
Associates of Science Degree - Computer Network Engineer
Florida Career College
Certificate - Business Microcomputer Operations - undefined
New Profession Technical School
- Leadership
- Communication
- Data Center Operations Knowledge
- Certified Telecommunications Network Specialist (CTNS)
- Certified Associate in Project Management-Training, CompTIA A+ Technician Candidate ID: COMP001000250017, Date April 17, 2003
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