FUENTES REGUERA LENNON

• Handle customer complaints and requests regarding ongoing maintenance/changes.
• Process new tickets to make sure all the information is accurate and customers notified of it. I'd be responsible for the lifecycle of the ticket.
• I am responsible for tagging new alarms due to ongoing maintenance and troubleshooting with FE remaining alarms once the maintenance has been completed.
• Coordinates pre-arrangement for maintenance windows with the team responsible for implementing it before we request management approval and get the final Go to notify customers.
• I provide training for other teams to prepare their members for ticket submission and KPI compliance.

• Manage training in regards to staff development, change management and technical operations and controls.
• Ensure NERC standards are upheld on all changes.
• Provide direct support to employees from other teams to make sure they stay compliant throughout the life cycle of the change.
• Lead weekly CAB meetings with stakeholders to seek they approval and schedule changes.
• Assess impact to business of each change to prevent any major impact.
• Coordinate the change requests from the CMR phase until the evaluation and closure under ITIL methodologies.
• Manage risks/scope of the change prior any rollout and assess the result of the same once it has been implemented.

• Manage the change management team focusing always on customer satisfaction.
• Allocate priority with all the RFCs changes in coordination with the client.
• Coordinate the change requests from the RFC Logging phase until the evaluation and closure.
• Attend CAB meeting and seek for Stakeholders approval.
• Document Technical requirements of the changes needed.
• Track monthly KPI (Key performance indicator) on a monthly basis.
• Make sure the change team is compliance with the SLA's set with the Customer.
• Recognize the risk every change or maintenance might cause on our customer's service.
• Prepare and deliver monthly performance reports of my team.
• Handle the coordination between our PM(Project manager) and our clients in a given change.
• Work shoulder-to-shoulder with our PM for every new provision requested by the client and work with third party providers for support(if needed).
• Manage all our accounts in saleforce for all our clients accounts(legal entities).
• Data entry, Data modification, termination cases and any other involved.
• Evaluate the impact/risk to our customer of any given activity.
• Host weekly meetings with our clients to understand new demands/change, new/future Project requirements.

• Handle maintenance tickets for one of our clients Nokia, using tools such as BMC,Infinity,Sigma,Solarwind to ensure that the maintenance is carried out according to plan.
• Handle service request from Nokia works such as reports, reset account password and configurations of their accounts.
• Provide technical support for our client if needed.
• Process CISCO tickets for software upgrades in the network.
• Filled the change manager position for 3 months in the absence of my manager while on maternity leave (Apr 2018 - July 2018).

• Provide direct sales interaction for the client with Customer by attacking pre-defined areas.

• Training marketing and sales techniques to new employees.

• Develop new marketing strategies to facilitate customer acquisition for client.

• Research for new high-demanding areas for client

• And other related duties.

• Provided every customer with professional and polite support for sales and service needs.

• Troubleshooting and supporting server and network equipment’s.

• Monitoring of the local network.

• Constantly answer questions to employees about any doubts in the Microsoft office area.

• Installation and support of network devices, such as switches, routers, firewall, etc.

• Entry of data through the writing of queries to an Access-designed database through a data entry application developed in C#, using a DAO and access remotely using .NET technology.

• Troubleshooting and supporting server and network equipment’s when needed.

• And other related duties.