Alejandro Carrió Burgos

Experience

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  Concejalía de Deportes de Elche

  May 2014 - Jul 2014

  Translator

  My role as a translator I played in the Torrellano Cup. Such tournament is reputed to be the second most important tournament in the world. Specifically my work consisted of the translation of newsletters from Spanish or English to French and vice versa. These bulletins described the conditions of stay, payments, visas and possible problems, tournament rules, etc ...On the other hand, once the tournament arrived my role was to become a translator and interpreter between teams and foreign referees and the organization itself of the Torrellano Cup. Show less

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  Fujitsu Poland

  Sept 2015 - Apr 2018

  • Provides excellent customer service and high quality technicalsupport to resolve tier 2 requests escalated by 1st Line.• Asses and prioritize workload to efficiently understand when toescalate a problem towards higher tier of expertise. • Provides basic and medium technical service to customer, suchas live or remote troubleshooting of Internet Explorer or, morecomplex yet, management of the "CMD" console among manyothers.• Management of requests, such as Windows password reset orVPN access, among many others.• Escalating the issues towards internal higher tiers of expertise(2nd and 3rd line) or external resolvers (3rd parties) such asMicrosoft or SAP.

  • Service Desk Expert 2nd Line

    Nov 2017 - Apr 2018

  • Service Desk Agent

    Sept 2015 - Nov 2017
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  Cisco

  May 2018 - Sept 2022

  • Write processes and procedures for customized support services.• Ensure proper delivery and sales of product and service solutions. Identify need for and assist with creation of customer training.• Act as business driver to improve customer’s and Cisco’s internal operations.• Understand customer’s internal business functions and culture.• Project manage customer facing projects and internal advanced service improvements.• Identify, build and maintain relationships with customer’s internal management.• Act as single point of contact for operational issues.• Coordinate technical issues and customer needs.• Represent customer needs to Cisco post-sales support teams and applicable organizations.• Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction and gap analysis to customer and internal Cisco personnel.• Provide customers with updates on hot or escalated issues.• Coordinate and conduct weekly conference calls to provide status reports to customer. Create and present quarterly reports to customers with analysis of customer’s support needs Show less • Understands CX processes and tools to provide a high level of customer support• Assist customers with Service Requests and engages with other Cisco Teams ensuring follow up on each request and solution provided• Follow up on existing Service Requests and RMAs for all open cases• Performs queue manager duties and assigns cases to other team members• Handles cases of highest severity level and assists with RRR• Provides support face to face, via Webex meetings, phone, email, and chat• Conducts morning meetings with the internal core team• Acts as escalation point owning the case flow by controlling the conversation and defining the next steps• Delivery of training sessions to customers and partners within the specified country/region• Works with the Territory Escalation Manager to keep a record of critical issues for specified customers• Responsible for achieving all metrics for the respective customer/partner as defined by management with a particular focus on customer satisfaction Show less

  • High Touch Operations Manager

    Apr 2021 - Sept 2022

  • GFEP Escalation Manager

    Jan 2019 - Apr 2021

  • Incident Manager

    May 2018 - Dec 2018
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  Palo Alto Networks

  Sept 2022 - now

  Customer Success Manager

  • Own the ultimate responsibility for the customer’s on-boarding, adoption, satisfaction and advocacy across a portfolio of customers.• Develop a trusted advisor relationship with customer stakeholders, executive sponsors and partners to drive cybersecurity solution adoption to ensure they are leveraging the solution to achieve full business value.• Develop a comprehensive understanding of typical business and security challenges faced by customers and common cyber security objectives to appropriately map features and associated business benefits to address their needs.• Serve as a customer advocate in influencing product roadmap and improvementsAdvise and recommend on how the Palo Alto Networks cybersecurity solution can be used to help mature and improve a customer's Security Operations Center(SOC), Cloud Security Change Management process.• Manage performance metrics CSAT, Renewal rate, Reference-ability, Renewal likelihood, Adoption, Consumption, Customer Engagement. Identify renewal risk and collaborate with internal teams to remediate.• Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed. Show less