Hector Eden Alejandro Fuentes Cloud Program Manager & Global Service Delivery

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Director, End User Services

Juul Labs, Inc.

May 2022 - Current (4 years 5 months)

IT Service Delivery owner for global operations across the AMER, EMEA and APAC regions for functional areas such as the Service Desk, Onsite Support, Executive Support and Audio-Video conferencing rooms. Achievements include: • Successfully conducted a company-wide Hardware Refresh program with over 1500 devices. • Standardized a global IT support model based on ITIL and best practices by enhancing metrics measurement mechanisms (SLAs, documentation, CSAT scores). • Renewed several vendor relationships (Service Desk, ServiceNow) and achieved over 350k of annual savings through RFP procedures. Throughout my time at Juul we instated ServiceNow's as the primary ITSM tool within the organization to log incidents, request for catalog items th

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Sr. Solutions Director

CompuCom Systems Inc

Jul 2019 - Apr 2022 (2 years 10 months)

Solution multi-tower and complex new business opportunities as well as renewals by developing compelling win, solution and price strategies to meet client requirements for outsourced managed services. Create proposals, contractual documentation and financial documents as required to complete the transaction using internal guidelines. Achievements include: • Lead net-new business opportunities alongside sales executives for CompuCom. • Secured over 11M USD in total revenue during 2021 on Managed Services renewals for the organization. • Head of pursuit teams consisting of finance analysts, project managers, solution architects (among others) that develops solution pricing, proposal creation and presentations to new prospects. • Designed a

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Service Delivery Executive

CompuCom Systems Inc

Feb 2016 - Jun 2019 (3 years 5 months)

Manage CompuCom's service delivery for global marquee client programs, focused on business growth, technology advancement and process improvement. Lead service delivery function in cross functional matrixial team, interacting with operations, sales and account management. Achievements include: • Built and managed talented teams of over 100 service desk agents, technical specialists, field technicians, supervisors and operations managers, coordinating between in-house and client teams and keeping stakeholders informed of progress and milestones. • Achieved 1M through 3 years in savings after leading end-to-end mapping of hardware-procurement ordering process and training end users on self-service catalog purchases. • Head of a PM Organiza

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Operations Manager

CompuCom Systems Inc

Oct 2010 - Jan 2016 (5 years 4 months)

Led team of CompuCom's service professionals to meet global client's requirements, in adherence to established service level agreements. Drove for service improvements and initiatives to improve on spend, increasing service profitability and ensuring total customer satisfaction. Achievements include: • Led integration of support systems, processes and workflows for two sister-companies in the food & facilities business. Paved the way for accelerated growth, enabling profit gains 20% above target and reducing client costs. • Built KPI dashboards that improved the accuracy, transparency and compliance of financial reporting, service delivery and planning for numerous client businesses. • Evaluated and streamlined core IT systems for multip

Nesting Bay Team Lead

Teletech Holdings, Inc.

Jun 2006 - Sep 2010 (4 years 4 months)

Led team of service agents, acting as escalation point for technical issues and customer care cases. Reviewed, updated and optimized on service's standard operating procedures to ensure maximum service throughput at optimized costs, and total customer satisfaction. Achievements include: • Supervised team of 60 support agents, achieving and exceeding operational goals and maintaining low escalation levels.

Hector Eden Alejandro Fuentes

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Hector Eden Alejandro Fuentes

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