Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Alexis González Bracamontes

Account Service Senior Specialist
Guadalajara

Summary

As the Regional Lead for NTT DATA, my expertise lies in managing IT operations across a designated region, aligning them with our strategic goals. I excel in guiding a team of IT experts to provide topnotch support and services to our clientele. I work in tandem with global IT teams to adopt industry best practices and harmonize processes throughout various regions. A key part of my role is to ensure compliance with IT policies and regulations specific to my region. Moreover, I am dedicated to cultivating strong relationships with clients and stakeholders, delving into their IT requirements to devise customized solutions that meet their unique needs.

Overview

9
9
years of professional experience
2
2
Certifications
3
3
Languages

Work History

Account Service Senior Specialist - Regional Lead Americas for Worley Account

NTT DATA SERVICES MEXICO S. DE R.L DE C.V
11.2023 - Current
  • Giving exciting and dynamic weekly regional presentations to customers. View service levels, current user impact, and adherence to global service standards.
  • Technical writing for creating, updating, and managing the Knowledge Base in collaboration with multiple IT towers. This includes stakeholder interviews, reviewing existing system documentation, and creating new step-by-step guides.
  • Engaging with stakeholders to understand their business needs, and confirm requirements. This can involve individual meetings.
  • Identifying process problems and challenges, developing solutions, and collaborating with cross-functional teams to address issues, and implement improvements.
  • Monitoring and auditing the aging of incident and request tickets, this includes analyzing data to identify trends, patterns, and insights that can help improve business processes.
  • Reassigning incidents and requests to the appropriate resolvers.
  • Following up on VIP IT incidents and requests.
  • Expedite client escalations toward resolution.

Account Service Specialist - Major Incident Manager for CoreLogic Account

NTT DATA SERVICES MEXICO S. DE R.L DE C.V
03.2021 - 10.2023
  • Monitor alerting for infrastructure alerts that proactively include RAM, CPU, file systems, servers, network devices, circuits, and security breaches.
  • Monitor applications for any production downtime.
  • Manage, document, and restore service to Technical - Medium, High, Critical, and open resolved incidents as soon as possible through various workarounds for multiple IT towers.
  • Authorized to reclassify high or critical incidents.
  • Ensure the incident management protocol is followed with service level agreement (SLA) guidelines to ensure optimum profitability and limited financial SLA breaches.
  • Technical writing for creating, updating, and managing the Knowledge Base in collaboration with multiple IT towers.
  • Prepare a Root Cause Analysis (RCA) summary to be used as part of the post-mortem, Problem Management protocols.

Helpdesk Senior Analyst- Team Lead Grade for Tenet Account

NTT DATA SERVICES MEXICO S. DE R.L DE C.V
07.2019 - 03.2021
  • Lead in WordForge (ITIL) for the Tenet market (Submanager for VKM Technical Writing Knowledge Base in NTT DATA certified) - Create, edit, approve, and publish articles related to client products. The ability to rapidly assimilate new information and develop a comprehensive knowledge and research/investigation process needed by the client.
  • Training in marketing and account products (new hires and tenure agents).
  • Request access for agents (provisioning).
  • Perform product audit process: escalations monitoring, call quality, ticket quality, and reports (SLAs, KPIs).
  • POC IT Service Desk for Tenet Market Hospitals.
  • NTT DATA Representative for Tenet Projects.
  • Coaching and feedback to agents.
  • Follow up on high-end client escalations.
  • Mentored and developed the careers of tenure agents.
  • Follow up on team administrative tasks, such as attendance, interviews for new hires, resignations, warnings, and PIP (performance improvement plan).
  • Quality call audits.
  • Customer Satisfaction Surveys follow up with end users.
  • Enhanced team skill sets with targeted training in the transition of knowledge to offshore Panama, USA, and India Service Desks.
  • Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.

Helpdesk Analyst- IE (06) – Flex QA Auditor, Service Desk Coach, Flex Trainer for Tenet Account

NTT DATA SERVICES MEXICO S. DE R.L DE C.V
11.2018 - 07.2020
  • Reviewing and analyzing quality assurance policies and procedures.
  • Conducting inspections and audits, both scheduled and unscheduled, to ensure compliance with internal and external standards.
  • Documenting findings and providing detailed reports on audit results.
  • Recommending corrective actions and improvements to address any noncompliance issues.
  • Monitoring the implementation of corrective actions to ensure effectiveness.
  • Collaborating with cross-functional teams to enhance quality and efficiency.
  • Staying updated on industry standards, regulations, and best practices.
  • Conducting training sessions for employees on IT-related topics, such as software applications, hardware usage, and IT policies.
  • Developing training materials and resources, including guides, tutorials, and instructional videos.
  • Assessing training needs and customizing programs to fit different roles and skill levels within an organization.
  • Evaluating the effectiveness of training programs, and adjusting as needed.
  • Staying current with the latest IT trends, tools, and resources, to provide up-to-date training.
  • Providing support and guidance to employees during and after the training process.

Client Tech Support Senior Associate -ID (05)

NTT DATA SERVICES MEXICO S. DE R.L DE C.V
07.2017 - 11.2018
  • Provided technical support and assistance to clients. This included troubleshooting issues, resolving customer inquiries, and ensuring the effective operation of client technology systems.

Client Tech Support Associate- IC (04)

DELL COMPUTER SERVICES DE MEXICO, S.A DE C.V
06.2016 - 07.2017
  • Provided technical support and assistance to clients. This included troubleshooting issues, resolving customer inquiries, and ensuring the effective operation of client technology systems.

Education

Certified - IT Service Management

NTT DATA Service Management Mentoring Program
05.2001 -

Bachelor's Degree - Register Nurse

Universidad De Guadalajara (CUCS)
Guadalajara, Jalisco
05.2001 -

Skills

Knowledgeable in Microsoft Office O365 (Teams, Visio, Word, PowerPoint, Excel, Copilot, Outlook, SharePoint, etc), OPAS V2 & V3, Service Now, RTMS, JIRA, Zoom, Slack, SolarWinds, Webex & Skype

Certification

Certificate: Coordination of Academic Services and the Center for Self-Access Language obtained the B2 level of the Common European Framework of Reference for Languages. In examining reading & comprehension of the English language.

Timeline

Account Service Senior Specialist - Regional Lead Americas for Worley Account

NTT DATA SERVICES MEXICO S. DE R.L DE C.V
11.2023 - Current

Account Service Specialist - Major Incident Manager for CoreLogic Account

NTT DATA SERVICES MEXICO S. DE R.L DE C.V
03.2021 - 10.2023

Helpdesk Senior Analyst- Team Lead Grade for Tenet Account

NTT DATA SERVICES MEXICO S. DE R.L DE C.V
07.2019 - 03.2021

Helpdesk Analyst- IE (06) – Flex QA Auditor, Service Desk Coach, Flex Trainer for Tenet Account

NTT DATA SERVICES MEXICO S. DE R.L DE C.V
11.2018 - 07.2020

Client Tech Support Senior Associate -ID (05)

NTT DATA SERVICES MEXICO S. DE R.L DE C.V
07.2017 - 11.2018

Client Tech Support Associate- IC (04)

DELL COMPUTER SERVICES DE MEXICO, S.A DE C.V
06.2016 - 07.2017

Certified - IT Service Management

NTT DATA Service Management Mentoring Program
05.2001 -

Bachelor's Degree - Register Nurse

Universidad De Guadalajara (CUCS)
05.2001 -

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Alexis González BracamontesAccount Service Senior Specialist