Python
Santiago Lozada
Mexico City,CMX
Summary
Service Delivery Manager with 2 years of NOC operations management experience. Talented in recruiting, hiring, training and scheduling employees to maintain service needs. Professional and clear communicator with success in managing efficiency while boosting morale through constructive employee feedback and staff reviews.
Overview
4
4
years of professional experience
7
7
years of post-secondary education
1
1
Language
Work History
Technical Support Engineer
Electrocercos
01.2019 - 2 2020
- Answered customers' questions, recommended items, and recorded order information.
- Provided training to customers to enhance use and understanding of network systems.
- Offered assistance in implementing and developing training programs.
Ingeniero Monitoreo NOC
Rhelec SA
05.2020 - 01.2023
- Supported global network users with connectivity, VPN, and access issues.
- Increased customer satisfaction by providing timely resolutions to client-reported issues and concerns.
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Reduced downtime with proactive identification of potential issues through regular network analysis and reporting.
Service Delivery Manager
Inetum
01.2023 - Current
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Improved service quality, addressing client concerns promptly and professionally.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
Education
Electric Engineering And Telecommunications - Telecommunications
Universidad De Las Fuerzas Armadas "ESPE"
Quito, Ecuador 05.2021 - 05.2021
High School Diploma -
Colegio Experimental "Juan Pio Montufar"
Quito, Ecuador 05.2009 - 05.2014
CCNA Essentials - undefined
Kp@8
01.2021 - 05.2021
Android Programming - undefined
Udemy
06.2021 - 05.2021
Fast and Easy English program - undefined
KOE
06.2012 - 05.2014
Skills
Request for Proposals RFPs
Project Management
Failure Analysis
Self Motivation
Capacity Planning
References
Ing. Fabian Silva, Electrocercos, +593 98 701 7191
Ing. Pablo Chávez, Inetum, +52 56 2603 3408
Software
SQL
Microsoft Office
Timeline
Service Delivery Manager
Inetum
01.2023 - Current
Android Programming - undefined
Udemy
06.2021 - 05.2021
Electric Engineering And Telecommunications - Telecommunications
Universidad De Las Fuerzas Armadas "ESPE"
05.2021 - 05.2021
CCNA Essentials - undefined
Kp@8
01.2021 - 05.2021
Ingeniero Monitoreo NOC
Rhelec SA
05.2020 - 01.2023
Technical Support Engineer
Electrocercos
01.2019 - 2 2020
Fast and Easy English program - undefined
KOE
06.2012 - 05.2014
High School Diploma -
Colegio Experimental "Juan Pio Montufar"
05.2009 - 05.2014
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