Carlos Manuel Navarro Sandoval
Account Support Manager
Zapopan
Summary
Account management professional with proven track record in delivering impactful support and solutions. Skilled in client relationship management, issue resolution, and process optimization. Strong focus on team collaboration and adapting to changing needs to achieve results. Known for reliability, problem-solving abilities, and exceptional communication skills.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Account Support Manager
HPE
01.2023 - Current
- Single point of contact between customers and HPE, responsible for proactive deliverables to ensure service continuity and SLA compliance by having Quarterly Business Reviews presenting different reports such as Incident reports, Case Analysis, Product advisories, Firmware and Software analysis, as well as Major Incident Managementand Post Incident reviews all ensuring solution alignment with customers long term success goals.
- Developed strong relationships with key clients, ensuring their needs were met and driving repeat business.
- Collaborated with sales teams to identify upselling opportunities and drive revenue growth through excellent account management.
Service Integration Analyst III
Herbalife International
01.2022 - 01.2023
- Responsible for 3 major areas such as Change Management, Major Incident Management and Problem Management, coordinating daily and weekly meetings as well as hosting critical incident resolution bridge calls ensuring all the teams involved are working towards a prompt incident resolution to ensure SLA compliance with internal clients. As a Service Integration Analyst, I was also part of the CMDB Project, responsible for updating and maintaining an accurate CI and Business Service relationship record, all on Service Now platform.
- Responsibilities also include Hosting CAB meetings, Incident and Problem analysis calls and Incident Root Cause Analysis.
ADS Analyst
Wipro Technologies
01.2021 - 01.2022
- Lending services to client Citi Bank as Advanced Desktop Support, daily duties consist in IT Ticket handling and resolution for applications such as VDI, VPN, Outlook and other Microsoft Office applications, Program installation and software updates among other duties, as well as major Incident Management ensuring compliance of SLA´s, OLA´s and other KPI´s pertaining to the operation, always observing client security and confidentiality requirements by adhering to HIPAA standards
Helpdesk Senior Analyst III
Herbalife
01.2016 - 01.2021
- Performing daily monitoring activities and coordinating all support teams in high severity incident resolution and bridge call coordination, as well as being the first point of contact for users around the globe reporting IT issues, all tickets processed in the Service Now (SNOW) Platform. Senior Analyst responsibilities include Incident management, assisting in the process of Change and Problem management, as well as report creation and delivery, also responsible of creating and provisioning new user accounts in Active Directory and other systems and internal applications such as Oracle, Cisco Jabber, Zoom, Symantec VPN, MS Teams, etc.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
Client Tech Support Sr. Associate
DELL Services
01.2013 - 01.2016
- As a service desk Sr. associate, responsible for processing and assigning service tickets for several offices worldwide including countries like US, UK, India, Poland and the Netherlands, ensuring clients information privacy by enforcing HIPAA standards all tickets processed with OPAS and Opas Explorer (BMC Remedy). Contact established via phone, Email and Chat to trouble shoot and fix different issues with all needed computer applications such as account unlocks, password resets, Software Installation VPN Setting and problem diagnose, Active Directory maintenance and Citrix troubleshooting, all following ITIL and other continuous improvement philosophies such as Six Sigma
Education
Business Administration degree -
Instituto de Computacion y Sistemas
01.1996 - 01.2000
Skills
- Fully Bilingual English Spanish
- Leadership development seminar
- ITIL Foundations
- ISO 9000 internal Quality Auditor Seminar
- Logistics Seminar
- Teamwork and collaboration
- Proficient in MS Office
- Effective team leadership
- Verbal and written communication
- Project management
Timeline
Account Support Manager
HPE
01.2023 - Current
Service Integration Analyst III
Herbalife International
01.2022 - 01.2023
ADS Analyst
Wipro Technologies
01.2021 - 01.2022
Helpdesk Senior Analyst III
Herbalife
01.2016 - 01.2021
Client Tech Support Sr. Associate
DELL Services
01.2013 - 01.2016
Business Administration degree -
Instituto de Computacion y Sistemas
01.1996 - 01.2000
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