Sergio H. Navarro C.

Experience

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  TeleTech

  May 2008 - Nov 2011

  Customer Service Representative

  Customer Service and Online Banking support Associate for personal department.From May 12th, 2008 to October 2008.In this department I provided general customer service such as balance request, cards issuance and general maintenance. However, we also support Online Banking; resetting user names, reporting web pages problems, helping users singing in, etc. Basically this was a first line of troubleshooting.Customer Service and Online Banking support Associate for e-mail department.From October 2008 to March 2009.In this department I did the same as personal department, but everything was via e-mail.Customer Service and Online Banking support Associate for Small Business department.From March 2009 to November 2011.In this department I did basically the same, however everything was directed to a business solution, like merchant service issues, remote deposits problems and troubleshooting for the Business Online Banking Web Page. Show less

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  Flex

  May 2012 - Dec 2012

  Global Support Analyst for the EIS department.

  In this role I provided support in B2B and A2A transactions that pass-through Web Methods and TLE.

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  HP

  Dec 2012 - Sept 2015

  IT Ops/Support Analyst II

  In this role I provided L2 IT support to internal HP applications globally. Also provided support to HP windows servers. I also handled issues/request with schedulers such as Tidal and Dial systems.

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  DXC Technology

  Sept 2015 - Mar 2018

  Developer/Engineer III

  In this role I was responsible to create and develop tools that complement and helps the good performance of our applications in DXC. The applications that I used to support were Qfiniti (dedicated to record calls from agents in Call Centers located in the whole world), CTI Etouch (Avaya product that helps the agents in Call Centers to have information from customers ready once they receive a call) & WFM (Scheduler for agents). For all these applications we were in charge to implement new projects for new and existing customers; assist our customers always understanding our customer expectations and being a customer advocate. Aside of these activities, as L4 team, I used to provide support to L1 & L2 teams. Show less

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  AT&T

  Mar 2018 - now

  I am part of the Network Operation Center in AT&T providing service to adidas customer. As a team lead, I assist with the planning, organization, direct control, and evaluation of the activities for our Network Operation Center team, providing support to the Americas region warehouses, distribution centers, offices & retail stores across the globe 24/7; covering and leading mainly the engagement within North American and Latin America; however, also working with other region leads on escalations, Major Incidents, Performance metrics reviews, service improvement plans and overall managing the leading the representation between AT&T and our customer. Show less

  • Team Lead - Network Operation Center NOC

    Oct 2020 - now

  • Sr. Tech Specialist, Network operations

    Mar 2018 - Oct 2020