Fernando Javier Velasquez

Global Support Services Manager

CloudCover

Apr 2023 - Current (3 years)

Global Customer Support Manager

Park Place Technologies

Jan 2019 - Feb 2023 (4 years 2 months)

Develop and implement objectives for the Support Center’s daily activities. · Conduct effective resource planning to maximize the productivity of all resources. · Collect, compile, and analyze Support Center statistics and metrics. · Prepare reports for different departments and/or upper management. · Assist in developing and participating in all team meetings. · Assist in developing and documenting team structure, as well as service processes and procedures. · Develops strong, interactive relationships with the sales organization and other strategic business units. · Keeps telephony and its related equipment operating by developing and enforcing preventative maintenance programs, calling for repairs, and evaluating and implementing

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Customer Support Manager LATAM

CMGNicsa

Jan 2017 - Dec 2018 (2 years)

_ Supervision and management of service tickets for LATAM - Process optimization to improve service quality and customer experience. - Management and Logistics of Replacement Parts in Warehouses and 3PL - New hires, supervision, and management of employees of the Support Center.

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Network and Data Infrastructure Consultant

CMGNicsa

Jan 2016 - Dec 2016 (1 year)

- L2 support and troubleshooting of servers and network infrastructure for our clients in Latin America. - Remote Assistance and fault management in Servers, Network Devices and Data Center

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Senior Information Technology Auditor

Metroacero de Venezuela SA

May 2015 - Dec 2015 (8 months)

What is an IT auditor? An IT auditor is responsible for analyzing and evaluating a company's technology infrastructure to ensure that processes and systems function accurately and efficiently, while remaining secure and complying with compliance regulations. An IT auditor also identifies any IT issues that are under audit, specifically those related to security and risk management. If problems are identified, IT auditors are responsible for communicating their findings to others in the organization and offering solutions to improve or change processes and systems to ensure security and compliance. • As an IT auditor, I will be responsible for executing various audits of the organization's technologies and processes. • I was also in charge

CCNA Instructor

Universidad Fermín Toro

Jan 2015 - Dec 2018 (4 years)

Transfer knowledge in the area of Switching, Routing and Network infrastructure based on the Cisco Networking Academy teaching program

Supervisor Information Technology Specialist

Movilnet

Feb 2007 - Jun 2014 (7 years 5 months)

• Supervise and develop the company's technological platform. • Advise teams in complying with the guidelines defined by the different IT areas. • Manage conflicts and ensure that team processes and tasks are carried out efficiently. • Lead the company's digital transformation process. • Propose, develop and apply technological innovations in the company's processes and products. • Apply improvements in the processes oriented to the customer service experience. • Guarantee access to and processing of information, ensuring its security and integrity. • Control and ensure operational stability, continuity of IT services and compliance with the service levels agreed by internal and external providers. • Ensure the implementation of improvemen

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General Manager

Starbyte CA

Jan 2002 - Jan 2005 (3 years 1 month)

Entrepreneurship Oriented towards IT support for SOHO segments.

Fernando Javier Velasquez

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