Maykol Arias

Experience

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  APL

  Oct 2011 - Apr 2016

  Windows and Networking infrastructure management • Managed LATAM and US Incidents, throughout incident life cycle• Microsoft System Center Configuration Manager for Americas region, including software updates and OS upgrades, using project cascade methods, including planning, controlling, communication and closure.

  • LAN/WAN Admin

    Apr 2013 - Apr 2016

  • Technology incident Manager

    Oct 2011 - Apr 2013
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  Micro Focus (formerly HP / Hewlett Packard Enterprise)

  Apr 2016 - Mar 2019

  Software Support Delivery Escalation Engineer

  • Coaching L1 and L2 engineers in technical and best practices skills.• Managing client IT monitoring tools, changes and communications between “Fortune 500” companies.• Monitoring and controlling Client critical environments, including servers, Data Bases and the system monitoring tools.• Finding business improvement opportunities for our customers and filling gaps based on their needs.

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  Hypercore Networks, Inc.

  Mar 2019 - Jul 2019

  Network Provisioning Project Coordinator

  Manage networking circuits installations projects

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  VMware

  Jul 2019 - Jun 2022

  • In charge of building a team from scratch in a high uncertainty environment and achieve the expected KPIs.• Build, improve, communicate and document processes.• Setup and follow up SMART goals for the team.• Managing a global team (AMER, EMEA, APAC), with a mix of FTEs and Contractors, ensuring there is no difference in VMware DNA and culture perceived by the whole team.• Build, improve and document new processes.• Exceeded expectations by delivering high quality support, as well as BI and in dept insights.• Created Power BI dashboards for a better performance data visualization, helping in decision making and root cause analysis.• Stakeholder management by being a great communicator, giving the extra mile and delivering results. Show less

  • Sales Support Supervisor

    Mar 2021 - Jun 2022

  • PSC Agent

    Jul 2019 - Feb 2021
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  Microsoft (Allyis)

  Jul 2022 - Jan 2023

  Windows Direct Services Manager (Allyis)

  In charge of 20+ new engineers to the business, focusing on their motivations, process improvement, skills and their potential to reach the business goals. Main achievement: Team achieving and exceeding metrics (in 4 months) for the first time in 1 year.Metrics improvement:• Within 4 months, achieved CX satisfaction metrics for the first time in one year• Reduce engineer's backlog by 40%• Decrease case age by 74%• Reduce at 100% case idleness• Initial response time improved by 32%• CX dissatisfaction decreased by 23%• Maintained CX survey response rateAchievements:• Create a team culture, fostering safe spaces and putting our engineers psychological and physical health first• Implement motivational initiatives to potentiate the team• Setting SMART goals with engineers, following up for accountability• Design sustainable strategies that will cascade into process improvement to achieve company's goals as soon as possible• Identify technical and soft skills needs for engineers and setup trainings to potentiate them• Create processes to avoid escalations proactively• Manage escalations among stakeholders (upper management) until resolution• Recover CX satisfaction• Data analysis for root cause analysis, identify gaps, main drivers and propose and implement solutions• Monthly business review with senior managers and directors• Incentivize team contribution and engagement• Change management Show less

• 

  Experian

  Mar 2023 - now

  Technical Support Manager

  Managed Tier I & Tier II, 24 X 7 software Global Support Team. By potentiating a team of 16 analysts and one supervisor, we have been able to achieve the following milestones during FY 24:• Achieve and exceed the Customer Effort Score goal: 8.7• Helped in 3 different Lean Six Sigma projects, representing $12,000 in annual savings for the company• Improved cases’ time to resolution by 17%• Maintained CX survey response rate at 15%• Due to great performance, Tier II team opened in Costa Rica for FY25• Promotion rate: 17%• Managed 400 cases monthly in AVGIndividual achievements:• Fostered and managed a high-performance, people-oriented culture• Developed the Client Support strategy for the upcoming years by: ° Diagnosing the team’s actual status ° Setup goals ° Setup processes ° Monitoring progress• Developed personalized development plan for each of the team members, ensuring follow-up and accountability through 1:1 and coaching sessions• Managed end-to-end Lean Six Sigma, Yellow Belt project, representing $4000 in annual saving for the company• Executed and promoted Knowledge-Centered Service (KCS) framework within the team and beyond• Selected to represent our Business Unit to Global HR leadership• Owner of Global Net Promoter Score improvement for Tech Support• Managed and improved necessary processes for the performance and consistency• Selected as part of the Global Culture Champion for Costa RicaDay to day operations:• Strategy development and execution through data analysis (Power BI, Salesforce)• Monthly Metrics review with SR leadership (VP, Director), being accountable for Customer effort score, backlog Age, Time to Resolution, and Case Closure Efficiency• Coaching and career development• Manage escalations directly with clients• Finding synergies among escalation teams• Develop and request training as per the team’s need• Stay on top of the latest technologies Show less