Julio Torres

Experience

• 

  ACE Global Contact Centers INC.

  Jan 2008 - Jan 2010

  Finance Services

  Worked for the Finance department of Sprint / Nextel to provide a solution to the client that requires cell phone service in different areas, resolving Billing issues with client, payment arrangements, open dispute etc.

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  HP

  May 2010 - Dec 2012

  Support Services/Coordinator/Training to Partners/ Working as Customer Solution Center-Tech

  > Handle customer inquiries, complaints, locate resources for problem resolution and designbest-option solutions. Daily dealing with external partners and field services.Worked as a part lead for the IPG monochrome/ and color departmentIn charge of providing assistance on parts, for helpdesk. Technical agent for home owners.Trainer> Training programs for the Company staff, which also includes induction training sessionsfor all new employees.> Provided personalized attention, professional instruction and technical programmingexercise to new and senior agents and partners.> Hardware and software Specialist> Engineering Support> Coaching to new agents.Indigo Support Services Department> Service Coordinator working with partners and customers.> Manage dispatching to HP support engineers (remote and/or onsite service) Conferencecall with the customer to begin troubleshooting to resolve the technical issue.> Case documentation: documents Customer/channel information and details for eachincident into Customer logging database.> Follow up on all cases dispatched until they could ensure that an HP engineer/channel isworking with the customer.> I was in charge of HP processes and deliver on the service, Documentation etc. Show less

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  IBM

  Jan 2013 - Sept 2021

  Performs preventive measures to improve audit stature. Acts as an intermediary between the auditors and internal delivery teams during supported audits (ex: Corporate, SOC1, etc) and assists delivery teams in producing concise responses and follow-ups within agreed to timeframes. Facilitates Get-2-Green activities on accounts failing to meet defined metrics for Patch, Security Management and CIBD auditable units. Works proactively with delivery teams to identify areas of improvement using metrics, assessments, value stream mapping and audit results. Escalates as appropriate, develops audit mitigation and post audit looks for tranding of any findings. Drives security and compliance initiatives as directed by management and in alignment with the mission of the NA Project Office. Show less This role provides project support through ownership and management of projectdocumentation and facilitation of project team communications. A Project Administratorsets up the project control book, enters data, tracks issues and changes, produces statusreports and handles financial and procurement transactions. They support general contractmanagement through asset management, audit readiness, financial process support,Forecasting, issues management, measurements reporting, project plan execution and,where applicable, request for service. Show less This role assists bid Management team on engagements across all IBM brands and lines of business in developing and delivering high quality and responsive proposals, solutions, and contracts.Deal Facilitators provide leadership, essential knowledge, support, and teaming to helpsellers and opportunity owners through the bid and proposal management process usingValue Driven Proposal techniques and knowledge of IBM and its organization and resources.Worked with Special Bid Transactions delivering service to opportunity owners for Brazil Brief Description: Received price request by business partners, and we follow the process ofdifferent delegationsto analyze prices that our provider are requesting, after all this analysis we approve or rejectbid request.Duties:-Expedite the process on behalf the seller to get a competitive price using transaction tools.-Run different scenarios where the seller might get the best options for the Businesspartner.-Follow up of the opened cases and provide Bid status for the Business partners. Show less

  • Security Program Manager

    Jan 2021 - Sept 2021

  • Senior Contract Management Specialist

    Oct 2015 - Dec 2020

  • Project Manager Administrator

    Nov 2013 - Sept 2015

  • Sales Transaction Support (Bid Support)

    Jan 2013 - Dec 2013
• 

  Kyndryl

  Sept 2021 - now

  Security Program Manager

  Performs preventive measures to improve audit stature. Acts as an intermediary between the auditors and internal delivery teams during supported audits (ex: Corporate, SOC1, etc) and assists delivery teams in producing concise responses and follow-ups within agreed to timeframes. Facilitates Get-2-Green activities on accounts failing to meet defined metrics for Patch, Security Management and CIBD auditable units. Works proactively with delivery teams to identify areas of improvement using metrics, assessments, value stream mapping and audit results. Escalates as appropriate, develops audit mitigation and post audit looks for trending of any findings. Drives security and compliance initiatives as directed by management and in alignment with the mission of the NA Project Office. Show less