Felix Arauz

Experience

• 

  Dell

  Oct 2004 - Aug 2015

  Led the Business System Analysts team for the IT Organization in Panama supporting teams globally and was the main POC for external managers with team members in Panama. My main responsibilities were to communicate and translate IT Sr. Leaders vision/strategy to staff, remove obstacles and ensure my team have an effective communication with coworkers. In this position my team handled Projects for different areas like Supply Chain, Digital Fulfillment among others. I gained experience working with Senior Managers and acquired the experience of working with contractors At the same time I led the people development/team building & community involvement initiatives for this organization. Show less Manager for Dell Latin American Social Media, Dispatchers and Consumer Escalations Team, for this new role the challenge was to engage three different teams and increased their scope off support to have backup plans within our 3 main areas. Productivity in three areas increased Quarter over Quarter. In this new chapter I had the opportunity to handle a different business that involved content development for our website and SMaC channels always focused on delivering solutions that enable our customers to learn and find valuable information Show less I led Tech Support queues for Consumer Tech Support and Customer Care with up to 27 team members, major KPIs were focused on customer satisfaction and drive resolution. In this role I was responsible for leading teams in different queues like chat and email. During this time I focused on developing people in different areas, we became a talent pool for other businesses. I started as a Technical Support Supervisor and after a year I was promoted to Technical Support Manager 1 and started to be more involved in projects while making sure KPIs goals were achieved. Show less

  • IT Manager II

    May 2014 - Aug 2015

  • Technical Support Manager – Support Staff

    Sept 2013 - May 2014

  • Technical Support Manager I

    Aug 2010 - Sept 2013

  • LACSMB Technical Training Sr. Analyst

    May 2010 - Aug 2010

  • Client/SMB L2 Technical Support Specialist

    Oct 2006 - May 2010

  • L1 Technical Support Sr Assistant

    Oct 2004 - Oct 2006
• 

  Quest Software

  Aug 2015 - now

  Leading Data Protection, Desktop Authority and Microsoft Platform Management teams This was a great experience where we were working with engineers with expertise in different areas. Thanks to this opportunity I was able to use my strategics planning, leadership and team management skills. I was assigned to coordinate the hiring and training of the Tech Support team, working with global teams and leaders. I volunteered also to ensure office readiness and help with the whole operation.

  • Tech Support Sr. Manager

    Feb 2017 - now

  • Tech Support Manager II - Quest Software

    Aug 2015 - now