Larry Acosta
Miami,FL
Summary
Expertly providing IT support and cost-effective solutions for more than 15 years. Self-motivated and able to deliver effectiveness in a team environment. Innovative IT Services Manager with dedication to continuous process improvements. Results-oriented with history of achieving solid success through exceptional attention to detail. Known for strong leadership and mentoring skills.
Overview
11
11
years of professional experience
Work History
Field Services Manager
NTT DATA Services Inc.
04.2021 - 07.2022
- Supervise a team of Technical Support engineers (9) delivering on-site services to end users
- Monitor team activity as needed throughout the day/week, by effectively assigning tasks and delegating functions on team leads
- Achieve personal and team-level goals, objectives, and performance standards, including CSAT, SLA, Time to Resolution and Quality of Service
- Manage case volume distribution, daily productivity, escalation, and training
- Implement and execute approved policies, procedures, and standards of service
- Produce operation analysis to promote streamlined/improved processes and practices
- Lead meetings regularly to discuss upcoming projects, current goals, results, department and organizational changes and updates
- Deliver case quality reviews; analyze Support engineer’s performance and create individual development plans based on the results
- Participate in projects planning meetings, lead assigned tasks, and deliver results to meet expectations by adding value to IT services
- Lead team activities that promote team building, adherence to organizational culture, and foster personal development and career growth
- Manage external contractors/vendors for technology services, such as ISP, special projects, lifecycle management, etc
- Execute IT budget in accordance with client standards of procedure.
Team Lead, Cloud Frontline Support
Acronis Inc.
04.2021 - 07.2022
- Supervise a team of Technical Support engineers (16-20) delivering support to partners, customers, and MSP’s
- Achieve personal and team-level Acronis Technical Support goals, objectives and performance standards, including CSAT, SLA, Time to Resolution and Quality
- Manage case volume distribution, daily productivity, escalation and training
- Be personally involved in resolving partner escalations and complaints
- Arrange and drive escalation calls, and respective Root Cause Analysis reviews
- Implement and execute approved policies, procedures and standards
- Monitor daily Support engineer’s activity and manage Real Time Media, such as calls, remote sessions, chats, etc
- Run regular team meeting events to discuss current goals, results, volume drivers, department and organizational changes and updates
- Deliver case quality reviews; analyze Support engineer’s performance and create individual development plans based on the results
- Lead weekly/bi-weekly 1-1 meetings with engineers to discuss their performance, productivity, development and training plans.
IS Support Manager
Health System One Medical Management Inc. (Contractor)
06.2020 - 01.2021
- Responsible for Information Systems service desk (1 reporting technician, 5 offices, 300+ employees)
- Evaluate services and provide feedback for improving it through ticket handling, customer service, On-Call rotation, etc
- Evaluate and provide advice related to software solutions and execute implementation as needed
- Manage relationship with providers and vendors
- Prepare, execute & control IS services
- Analyze current services & provide solutions that meet compliance requirements
- Provide level 2-3 support related to infrastructure
- Participate in cross-functional Projects.
IT Projects Engineer
MSP (Contractor)
01.2020 - 06.2020
- Participates in projects planning, execution and closing
- Leads and coordinates different teams through project processes and tasks completion
- Assures that all agreements are met between clients and provider (NDA, SOW, SLA)
- Provides client assessments and document results
- Participates in presentations and contract negotiations with clients, providers and vendors
- Installs, troubleshoots & maintains virtualized servers & computers (AD, DFS, App.)
- Installs, troubleshoots & maintains network devices and appliances (FW, SW, AP, Routers)
- Provides technical support service.
Information Technology Manager
General Stair Corp.
10.2018 - 09.2019
- Responsible for IT Service delivery (2 offices, 100+ employees)
- Evaluated and provided expert advice for Cloud migration projects
- Evaluated and provided expert advice related to software solutions and execute implementation as needed
- Managed relationship & contracts with providers, vendors & intercompany services
- Prepared, executed & controlled IT budget
- Analyzed current services & provided solutions
- Supervised, evaluated & managed IT technicians (2) using service metrics and surveys
- Provided level 2-3 support
- Managed Data Center equipment & services resiliency
- Managed & supported multivendor environment
- Performed Network Administration services
- Participated in cross-functional Projects
- Organized employee training & workshops
- Achievements: Improved wireless contract by saving 20% total annual cost, with newest technology at better rates
- Service calls reduced by 30% due to “one-call-fix-all” policy implementation
- Software licensing unified under subscription contract, which improved controls and produced savings of 15% average per year.
Regional IT Supervisor
ED&F MAN SUGAR LTD
09.2014 - 09.2018
- Responsible for regional IT Service delivery for The Americas (20+ offices, 1000+ employees, North, Central and South America)
- Responsible for managing vendor relationship and contracts (domestic and international)
- Responsible for preparing, execute and control IT budget for the region
- Supervised, evaluated & managed IT technicians (5+) using service metrics and surveys
- Provided level 2-3 support for IT services
- Manage Data Center equipment and services resiliency
- Performed Network Administration services using SolarWinds, FortiManager and Panorama (Palo Alto)
- Participated in Projects and workflow efficiency studies
- Elaborated procedures and standardize SLAs regionally
- Participated in Internal Audits across different branches
- Organized employee training and workshops
- Installed and configured a wide range of software, such as MS Office, Adobe Suite, ITAS, LayTime, Bloomberg, ICE Data, Symantec Endpoint Solutions, Live Vault, and more
- Performed & kept updated system images for backup & resiliency
- Installed and configured Video Surveillance Systems
- Achievements: Wireless services restructuring and unified contract under one vendor, saving more than $15,000.00 a year, improving service coverage and data allowance, and renewing devices
- Implemented a Mobile Device Management system (MDM) which improved device control, patching, security and tracking when required (JAMF) Updated and centralized site surveys which improved technical support services because of better understanding of every location network, devices, and physical distribution
- Restructured and standardized IT operations for the region in terms of service response time, technology deployed, software patching, network appliances, and mobile devices
- Reduced cost of repairs/replacement by 30% during the period 2016-2018
- Participated in 5 international office relocations with zero downtime for services, seamless infrastructure transfer/upgrade, on time and under budget
- Lead two major infrastructures rebuild projects in US and Mexico with excellent results that received C-Level management recognitions.
IT Support Engineer & Project Coordinator
CompuCare Systems, Inc.
11.2011 - 10.2014
- Troubleshooted PC/Servers, business printers and network devices and appliances
- Produced IT assessments to evaluate network and system performance for clients
- Created sales opportunities for equipment and service contracts
- Deployed IT solutions tailored to client needs, and following compliance requirements
- This includes IT Security, IT Network Infrastructure, Business Assurance and Disaster Recovery
- Provided IT consulting services for customer projects in all phases
- Installed, troubleshooted & maintained physical and virtual infrastructure
- Achievements: Lead company sales for two consecutive years by providing 38% growth of yearly totals
- Standardized service documentation and company presentation formats
- Participated in monitoring and control software selection, and also during implementation phase and configuration of the solution (ServiceDesk).
Education
Certificate - SCRUM Product Owner (AGILE) -
Project Management Partners, Inc.
ITIL Foundation v.4 -
Percipio
09.2022
Certificate - SCRUM Master (AGILE)
03.2020
Certificate - SCRUM Fundamentals Certified
03.2020
Certificate - Project Management Professional (PMP)
02.2020
Certificate - CompTIA Project +
02.2020
Cisco CCNA, CompTIA Security -
Miami Dade College
Accredited Configuration Engineer (PAN-ACE) -
Palo Alto Academy
08.2018
VMWare 6 Configuration & Management -
New Horizons Academy
08.2015
Bachelors of Science Management Information Systems -
University of Havana, Cuba
06.2003
Skills
- IT Operations and Service Management (ITIL v4)
- Team Building, Development and Leadership (IT teams, cross-functional teams, expert committee)
- People/Staff Management
- Budget Management (projects, operational budgeting, estimation)
- Cost Control
- Project management tools & techniques: SCRUM Master (SMC) and SCRUM Product Owner (SPOC)
- User Training/Support (more than 15 years)
- Customer Satisfaction Management (more than 10 years)
- IT Assets Lifecycle Management
- Analytical thinking
- Schedule Coordination
- KPI Tracking
- Managing Service Operations and Efficiency
- Process Improvement
- Performance Tracking and Evaluation
- Work Planning and Prioritization
- Customer Relationship Management
- Negotiation and Conflict Resolution
- Scheduling and Coordinating
- Decision-Making
- Hardware Configurations
- Technical Troubleshooting
- Networking
- Problem Solving
- Preventive Maintenance
- Technical Proficiency
- Excellent written & verbal communication
- Bilingual (English & Spanish)
Affiliations
- Project Management Institute, Florida Chapter
Languages
Spanish
Native or Bilingual
Timeline
Field Services Manager
NTT DATA Services Inc.
04.2021 - 07.2022
Team Lead, Cloud Frontline Support
Acronis Inc.
04.2021 - 07.2022
IS Support Manager
Health System One Medical Management Inc. (Contractor)
06.2020 - 01.2021
IT Projects Engineer
MSP (Contractor)
01.2020 - 06.2020
Information Technology Manager
General Stair Corp.
10.2018 - 09.2019
Regional IT Supervisor
ED&F MAN SUGAR LTD
09.2014 - 09.2018
IT Support Engineer & Project Coordinator
CompuCare Systems, Inc.
11.2011 - 10.2014
Certificate - SCRUM Product Owner (AGILE) -
Project Management Partners, Inc.
ITIL Foundation v.4 -
Percipio
Certificate - SCRUM Master (AGILE)
Certificate - SCRUM Fundamentals Certified
Certificate - Project Management Professional (PMP)
Certificate - CompTIA Project +
Cisco CCNA, CompTIA Security -
Miami Dade College
Accredited Configuration Engineer (PAN-ACE) -
Palo Alto Academy
VMWare 6 Configuration & Management -
New Horizons Academy
Bachelors of Science Management Information Systems -
University of Havana, Cuba
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