Brayan Alfaro

Network Operations

Megaport

Aug 2024 - Current (2 years 1 month)

Led network incident management processes across Layer 1, 2, and 3, ensuring swift resolution and minimal downtime. Optimized troubleshooting frameworks for network configurations, provisioning, and integrations, enhancing operational efficiency. Strategic guidance on service escalations, ensuring high-quality customer experience and adherence to SLAs.

Network Operations

Megaport

Aug 2024 - Current (2 years 1 month)

Delivered clear and effective technical guidance to clients, ensuring high service standards. Led coordination efforts with field technicians and internal teams to streamline issue resolution and service restoration. Monitored and documented recurring network issues, identifying patterns and contributing to process improvements for increased efficiency.

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Business Operations

Planet42

Feb 2021 - Jul 2022 (1 year 6 months)

Led and developed high-performing teams, driving accountability, and achieving key business objectives. Spearheaded strategic process improvements, workflows, and collaborating with cross-functional stakeholders to enhance asset management. Managed resource allocation and team capacity planning, ensuring optimal performance and workload distribution.

Senior Process Associate

Tata Consultancy Services (TCS)

Jul 2020 - Feb 2021 (8 months)

Contributed to the successful launch of a new service desk campaign, ensuring alignment with workflows and policies. Collaborated with cross-functional teams to refine policies, optimize procedures, and improve overall performance. Played a key role in driving operational efficiency by identifying and addressing process gaps, contributing to the continuous improvement of operations.

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Claims Associate

Allstate Insurance (Qualfon)

Aug 2018 - Jul 2020 (2 years)

Monitored service delivery processes, tracked performance, and maintained accurate records for reporting and follow-up. Negotiated rates with service providers to ensure cost-effective and timely assistance. Oversaw the fulfillment of service requests, ensuring resolution

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Service Desk Operations

CompuCom Systems Inc

Feb 2018 - Feb 2019 (1 year 1 month)

Oversaw service desk operations, managing ticket queues and ensuring incidents were classified, prioritized, and escalated effectively. Played a key role in onboarding and training support staff, ensuring alignment with best practices and optimizing team performance. Supported multiple business units, adapting IT support processes across distinct campaigns with unique operational requirements. Monitored key performance metrics, ensuring compliance with SLAs and driving continuous improvements in service delivery.

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