Pedro Alvarez

Responsible for managing an inclusive team of Techs and Analysts and their development. Oversee day-to-day IT operations including uptime, cost, service, and troubleshooting. Responsible for IT Vendor engagement/management and negotiations to help reduce cost but maintain a level of high customer service. Created SLAs and helped improve overall support to the organization. Responsible for the Incident Response team along with Change Control Management, which resulted in improved overall company production.

Managed the activities of level 1 and level 2 support techs. Streamlined technical processes by identifying inefficiencies and implementing improved solutions. Assisted in long-term planning efforts by providing insights into emerging technological advancements relevant to the strategic objectives of the organization. Managed multiple projects simultaneously, ensuring timely completion and adherence to set budgets. Created and Managed a collaboration team across HCA enterprise to improve and assist in org-wide initiatives.

Managed the activities of level 1 support techs. Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions. Championed the adoption of new support tools and technologies, consistently staying ahead of industry trends and best practices. Reduced ticket backlog by implementing effective prioritization strategies and delegating tasks accordingly. Managed high levels of call flow and responded to technical support needs.

Responsible for managing a remote team of techs and their development. Managed and implemented new software/technology to support strategy for the company. Resolved escalated issues by serving as subject matter expert on wide-ranging issues. Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment. Maintained documentation of IT systems, processes, and procedures for easy reference by the team members. Negotiated contracts with vendors resulting in reduced costs without compromising quality or delivery times.

Provided exceptional IT support for staff members, resulting in increased productivity. Collaborated with IT support team to troubleshoot issues efficiently minimizing downtime of critical systems.