José Roberto Villegas Rosaldo

Objective:

Contribute to the company with all the knowledge and experience that I have acquired while handling customers, SLAs, KPis and a team.

Email: rvillegatmobile@gmail.com

Phone number: 442-301-5401/ 25894539

Date of birth: December 14th 1985

Strengths:

Management SkillsLeadershipSelf-motivatedCan work without supervisionGoal orientedAdaptable,Deal / manage with any change without any problemExcellent communication skillsEffective an excellent customer serviceTechnical knowledgeAdvanced hardware knowledgePositiveOrganizedFast learnerMultitaskedHardworking, SLA handling, KPIs reporting.

Work Experience

I have been involved on IT environment for 5 years, started as a customer service representative for a cable/internet company. And then moved to a more IT focused company where I developed my hardware and software hard skills as a Technical Qualifier working for retail store locations such as: The Home Depot, Giant Eagle, Target, US Bank, and Allstate insurance.

Due to my leadership and training skills I got promoted to a tier 2 position for T-Mobile Communications and after a short period of time I got promoted once again to Team Leader being my main role to comply with all service level agreements and to develop a continual service improvement based on ITIL methodology.

On 2015 last quarter, started to work as a Technical leader for Tata Consultancy Services.

2015- Actual

Tata Consultancy Services / Technical Leader Attend meetings, process development, Process review, Evaluate analysts performance,

coordinator assistance, call reports, feedback and coaching, schedules, payroll, follow ups, escalations, daily tasks, research, training, low satisfaction escalations, hiring process interviews, SLA handling and continual service improvement, KPIs management, design and analyze trends on customer call and ticket volumes.

2011-2015

CompuCom Field Operations Center / Team Leader, Tier 2, Incident QualifierActivities as a Team Leader

Attend meetings, Process development, Updating Team, Evaluate Coordinators Performance, Coordinator assistance, Reports, Feedback, Schedules, Payroll, Follow ups, Escalations, Daily tasks, Research, Training, Low satisfaction escalations, hiring process interviews, SLA Handling and Improvement, KPIs management

Activities as a Tier 2 agent

Floor walker, escalations, quality assurance monitoring, monitoring reports, ticket review, monitoring shared mailbox, monitoring Remedy web app, meetings, helping ticket queues, handling PMO request.

Activities as an Incident Qualifier Ticket management, Advanced Tech Support, SCCM Reimage Activities, Customer

Service, Escalation Handling Over the Weekends

May 2011-October 2011

Teletech / National Help Desk / Time Warner CableActivities:

Internet Tech support, Wireless Tech support, Remote Assistance, Customer Service, Email support (Outlook, Roadrunner), Best Effort Practices, Working by Objectives, Efficient While Handling Irate Customers.

Education

High School

Ceneval Acuerdo 286

Techincal Degree

Profesional en Aplicaciones de Cómputo / Colegio Nacional de Cómputo eInglésMantenimiento de Redes y Computadoras / Colegio Nacional de Cómputo e inglés

Certifications and Courses

Lexmark Certified

ITIL V3 courses completed

Apple IOS technical qualification

Comptia A+ Courses completed

APP Apple Product Professional: Fully certified

IOS Technical training: Fully certified