Andre Molina

Experience

• 

  Teleperformance

  Apr 2004 - now

  Managing team’s overall performance base on the KPI set for 2 sites (Philippines and India)Managing the Service Fulfillment CatalogReview of Request Management system queue and process and implement appropriate action for areas that need improvement.Manages overall team’s management including trainings, recognitions and performance improvement Define and document procedures of the Request Management Team (formerly Servicedesk).Attend to escalated request, issues and incidents.Coordinate with internal clients for process improvements and implementation on different geo’sReports directly to the Service Fulfillment Director Responsible for the overall customer satisfaction. Show less • Managing team’s day to day activity, managing ticket and call queue to balance workload among analyst.• Review of Helpdesk system queue and process and implement appropriate action for areas that need improvement.• Define and document procedures of the Helpdesk Team.• Mentors subordinates and evaluates performance. Provides feedback to subordinates on a regular basis.• POC for client audits (Logical Access Review and Periodical Access Review Process).• Attend to escalated request, issues and incidents.• Main POC in generating Business and System Uptime Report• Attends Client bridges for IT reviews and process reviews Show less • Managing day to day activity of the team, monitoring team’s performance, ticket and call queue to balance workload among analyst.• Review of Helpdesk system queue and process and implement appropriate action for areas that need improvement.• Define and document processes and procedures of the Helpdesk Team.• Mentors subordinates and evaluates performance. Provides feedback to subordinates on a regular basis.• Serves as Point-of-contact for resolving reported Priority/Severity incidents and monitors progress and its closure.• Attend to escalated request, issues and incidents.• Implement reporting mechanism for Helpdesk metrics such as System Uptime/Downtime, Issues Monitoring, etc• Performs Platform Administration and troubleshooting for 3rd Party applications such as Aspect/ERTA, Websense, Verint, Moxie, AVAYA CMS, FTP, etc• Blackberry Enterprise Service administration/troubleshooting. Polycom Videoconference setup and configuration Show less Acts as a single Point of Contact if there are outages and coordinates with other IT group in a conference bridge to resolve/address the issue.Documents all IT activities during and after a reported Incident/PriorityResponsible for second level of customer service support. Screens, refers and diagnoses all inquiries, work requests and reported issues related to IT-supported systems and equipments.Mentors Helpdesk Analyst by providing assistance with their tickets and call and provides coaching.Acts as Point-of-contact to handle and monitor the team during weekends/holidays in the absence of a Team Lead Show less Provides phone assistance to customers IT related issues from Password reset, account unlock, basic email and software related troubleshooting via phone, email or tickets.Acts as a single Point of Contact for outages and coordinates with other IT group in a conference bridge to resolve/address the issue.Documents all IT activities during and after a reported Incident/PriorityResponsible for second level of customer service support. Screens, refers and diagnoses all inquiries, work requests and reported issues related to IT-supported systems and equipments. Show less Provides phone assitance to customers internet related concerns from connectivity issues, email setup and home networking configuration and issues.Provides support for customers service installation concerns.Provides customer support for custoners account related concerns including billing inquiries and disputes.Promotes value added services to customers need to enhance or improve their currebt package (upsell services like home networking, email by phone and licensed anti-virus software) Show less

  • IT Request Manager

    Jul 2016 - now

  • Assistant Manager, IT Servicedesk

    Sept 2013 - Aug 2016

  • Lead, IT Servicedesk

    Apr 2009 - Sept 2013

  • Senior Analyst, Global IT Helpdesk

    Jan 2008 - Apr 2009

  • Service Desk Analyst

    Jul 2006 - Dec 2007

  • eRep (Technical Support)

    Apr 2004 - Jun 2006