Eduardo Garcia Garcia
Ciudad Juárez
Summary
Promote employee motivation and keep department operation aligned with goals by leveraging proactive management style. Encouraging with employees and diplomatic in mediating conflicts to enhance satisfaction and team collaboration. Excellent relationship-builder with good communication, time management and multitasking skills focused on boosting business short- and long-term success.
Overview
16
16
years of professional experience
Work History
NOC Department Manager
Flo Networks (formerly Transtelco)
07.2016 - Current
- Originally began as a first level Service Desk agent, the initial contact between the end user and the NOC, trouble ticket creation and provide follow up and troubleshooting on the reported services.
- After a few years of experience in this area, was promoted to the Specialization department, troubleshoot more complex reports and manage support between different departments in order to resolve any matter that end user's report.
- This would then lead to a promotion as Supervisor for the NOC department, oversaw and managed the department and distributed the workload that may arise during each work day as well as incident management and constant communication and support with the Service Management department assisting them with data and conference level support with end customers and providers.
- As of December 2022, promoted as NOC Manager where there was a major emphasis in maintaining KPI's with personnel as well as a further focus on the redistribution of the day to day workload and goals for each one of the employees, as well as constant follow up and 1 on 1 sessions with them in order to better take advantage of their abilities and potential.
- Also oversaw the hiring process for first level department and NOC Call Center.
- Besides, experience in the recent acquisitions/merger of companies such as Neutrona, Maxcom and ATC, after said mergers Transtelco became known as Flo Networks, and oversaw the integration of personnel from said companies.
- Tools/applications used: - Netsuite - Workforce Management - Connect Master - Queuemetrics Phone System - Amazon Connect Phone System - AKIPS monitoring system - OP5 monitoring system - Ciena MCP monitoring system - Huawei U2000 monitoring system - BambooHR portal - Google Docs, Sheets, Slides, Forms
Service Desk Support Supervisor to Burger King Customer Account
Sofftek
11.2013 - 07.2016
- Customer support experience with end customer Burger King, for their corporate structure as well as their vendor, franchise and restaurant users
- Also IT department experience in their Miami, FL base
- After some time (2013-2014), as first level support, promoted to Supervisor for the remaining time in the company (2014-2016), with incident management experience and advanced support.
Geek Squad Tech Support
INFOLINK
06.2013 - 07.2013
- The month I was employed in this company, I was providing remote Tech Support for the division of Best Buy's Geek Squad, troubleshooting any issue their end user's may have on their computers, printers, tablets, etc. Managed approximately 30-50 incoming calls per day.
- The reason for the short duration in this company was due to the fact that Geek Squad ended their relationship with Infolink and personnel assigned to that area were laid off.
Service Desk Agent
TOP PERSONNEL S. DE R.L. DE C.V. (HP)
06.2011 - 06.2013
- During my time at this company, my responsibilities were as a Service Desk Agent for Hewlett Packard for the Delphi customer account, in their Mixtitlan offices in Ciudad Juarez, Mexico
- My work consisted in performing IT Support to users of said company in their different sites located around the world, providing bilingual support
- Follow up was done on the different cases that arise during the work day, providing effective solutions and responses to the end user's
- Besides IT Support, I was also part of the Security department, providing access to different platforms to users that requested this kind of help.
Quality Control
BILINGUAL RESEARCH SERVICES / EASTERN RESEARCH SERVICES
05.2008 - 02.2010
- In charge of monitoring and controlling the quality of the surveyors, determining if they maintain the standards provided by the companies that utilize our services, said monitoring was performed via the Noble system, where one could hear in real time the conversations/surveys being performed at the moment, as well as the programs used during these surveys (Quancept 1 and 2, Redhat 2, CFMC) to view the answers that were applied and confirming transparency.
Education
BBA - Psychology
Universidad Autónoma De Ciudad Juárez
Ciudad Juarez, Chihuahua, Mexico01.2009
High School Diploma -
Escuela Preparatoria Federal Por Cooperación EMS-2/3 'El Chamizal'
Ciudad Juarez, Chihuahua, Mexico01.2002
Skills
- English
- Customer Service
- Staff Management
- Team Supervision
- Problem-Solving
- Customer Engagement
- Goals and performance
- Conflict de-escalation
- Employee Management
- Workflow Coordination
- Teamwork and Collaboration
- Personnel training and development
Timeline
NOC Department Manager
Flo Networks (formerly Transtelco)
07.2016 - Current
Service Desk Support Supervisor to Burger King Customer Account
Sofftek
11.2013 - 07.2016
Geek Squad Tech Support
INFOLINK
06.2013 - 07.2013
Service Desk Agent
TOP PERSONNEL S. DE R.L. DE C.V. (HP)
06.2011 - 06.2013
Quality Control
BILINGUAL RESEARCH SERVICES / EASTERN RESEARCH SERVICES
05.2008 - 02.2010
BBA - Psychology
Universidad Autónoma De Ciudad Juárez
High School Diploma -
Escuela Preparatoria Federal Por Cooperación EMS-2/3 'El Chamizal'
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