Alexander F.

Experience

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  Self-Employed

  Jan 2008 - Dec 2013

  • Architectural drawing

    Dec 2008 - Dec 2013

  • Graphic designer

    Jan 2008 - Dec 2013
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  Self Employed

  Dec 2011 - Aug 2012

  Storyteller
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  TECHO

  May 2012 - Aug 2014

  Director of Logistics

  Project ManagementPlanned and supervised the construction of over 270 emergency housesTraining (material creating and delivery)Handled relationship with investors to allocate their human and financial resources to relevant communitiesIT projects implementation (ECO: social research app: “Catastro”Supply chain management:• Storage (5000+ ft²)• Budget $300 000 per year)

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  Concentrix

  Sept 2014 - now

  TAC management Conflict and escalation managementSupported, coached, and supervised a team of Tier1 and Tier2 Network EngineersTier1 and Tier2 Resolution LevelKnowledge base improvement and curation SOP creation for new and active procedures Project Management Data analysis to improved forecastAnalyzed and maintained all Client Service Level Agreements; implemented improvement plans as neededImplemented best practices and over-delivered for clients, drive consistent performance, evaluated staffing needs with inputs from Client Show less Helpdesk managementPoint of contact for client escalationsKnowledge base curationSOP creation for new and active proceduresManage technical service-related operations, identify potential problems, technical gaps, and problem-solving Supporting, coaching, developing, and supervising a team of technical support associates Senior/SME trainingAnalyze and maintain all Client Service Level Agreements; implement improvement plans as neededData analysis based on Client ticket system to improve forecast and trend projection Show less Conflict and escalation managementTier2 and Tier3 Resolution LevelKnowledge base improvement and curation SOP creation for new and active procedures Corporate and Legal EscalationsProject Management (over 5 major projects implemented)SME trainingData analysis to improved forecastAnalyzed and maintained all Client Service Level Agreements; implemented improvement plans as neededImplemented best practices and over-delivered for clients, drive consistent performance, evaluated staffing needs with inputs from ClientSupported, coached, and supervised a team of Tier2 associates Show less

  • Team Leader Technical Support Operations (TAC)

    Aug 2020 - now

  • Team Leader Technical Support Operations

    Sept 2017 - Aug 2020

  • Back Office/Tier2 Team Leader

    Sept 2014 - Oct 2017