Joe Velez Sr.

Experience

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  CompuCom

  Oct 1989 - Jan 2018

  CompuCom Leadership Academy MemberCompTia A+ CertifiedITIL v3 CertifiedAs a Service Delivery Manager/Sr. Desktop Support Manager: - I led multi-level teams responsible for delivering services and processes across various scopes of work, including helpdesk support, desktop support, network support, and deployment. - Managed high staff activity and utilization, while reaching the attainment of SLAs and KPIs, averaging 94% + SLA attainment. - Supervising up to 8 accounts simultaneously, I managed contractual, financial, and service level reporting, strengthening account performances to exceed 50% GM. - I had supervision over the development of staff responsibilities for various accounts across the United States and Canada, with staff numbers sometimes exceeding 60 members. - I led presentations of service delivery and attainment to clients both internal and external across the U.S. - I had direct involvement in the negotiations of new and current business with clients.- I was proudly selected to participate in the first Leadership Academy in Dallas, TX.- I implemented Customer Satisfaction initiatives, increasing satisfaction returns by 25%. Show less

  • Service Delivery Manager/Sr. Desktop Support Manager

    Jan 2005 - Jan 2018

  • Information Technology Site Lead

    Jan 1999 - Jan 2005

  • Senior Field Engineer

    Oct 1989 - Jan 1999
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  Wipro

  Mar 2018 - now

  Oversight and guidance on all activities of the global support team. Ensure team follows best practices and maintain service level agreements. Monitors departmental issues and client challenges. Develop problem management and service improvement plans. Ensure customer business client support technical parties are represented in the definition and evolution of services. Offer customer service and maintain customer relationships. Career guidance and development. Continuous process review and improvement. Show less

  • Global Field Services Manager

    Feb 2022 - now

  • Americas Regional Lead

    Mar 2018 - Feb 2022