Jose Aguilera

Experience

• 

  Miami Behavioral Health Center

  Jul 2004 - Aug 2011

  Office Administrator
• 

  Mount Sinai Medical Center Miami Beach

  Aug 2012 - now

  Responsibilities: 1. Serves as acting Supervisor when Supervisor/Department Head is not in. 2. Mentors team to display proficient customer service and support skills.3. Assists Supervisor/Department Head with whatever is necessary to maintain customer service and support to staff.4. Assists Supervisor/Department Head with the evaluation of performance and disciplinary actions.5. Takes ownership of situations requiring quick resolution or urgent attention.6. Shares the responsibility with Supervisor/Department Head with coming in to cover shifts when coverage is needed.7. Monitors time and attendance activities for areas of responsibility including vacation, absenteeism, and tardiness and comminicates it to Supervisor/Department Head.8. Monitors the Service Desk ACD/queue for calls holding, speed of answer, abandoned calls and takes appropriate action to minimize long wait time.9. Understands and can interpret Cisco Contact Center/ACD measurement reports.10. Meets with analyst(s) to revise, update and improve the Knowledge Base documentation.11. Coordinates the communication of downtime with the data center and to affected staff; Activates Ad-Hoc Service Desk outage message when appropriate.12. Actively seeks additional education indpendantly and willingness to take on more responsibility.13. Participates in recruitment, training and retention of staff.14. Monitors performance metrics of the Service Desk against SLA's and other standards set in the IT service guidelines and meets with other Department Heads to validate their SLA's.15. Leads complex issues with minimal or no assistance and demonstrates service recovery skills.16. Able to independently connect all mobile devises to MobileIron.17. Advanced problem analysis and troubleshooting.18. Monitors tickets/issues, follows up and escalates to appropriate IT resources.19. Answers calls quickly, courteously and coaches the other support staff when necessary. Show less Identifies root causes of issues, determines course of action, resolves issues and/or escalates for final resolution in a timely manner. Monitors open call issues and escalates to appropriate IT resources.Enters all calls into the Call Tracking System with detailed problem information and steps taken to attempt resolution. Assigns unresolved calls to appropriate resources.Provides follow up, communicates resolutions, issues and delays to users in a timely manner.Demonstrates basic competency levels in supported applications: Windows, Care Manager, Kronos, Order Entry, Lawson, Star, Physician Portal, etc. Demonstrates competency in learning about the most common hardware issues. Applies Knowledge received from in-services, classes, seminars, etc.Provides hardware and software support as needed.Answers phones in a timely, courteous and professional manner Show less

  • Information Technology Service Delivery Manager

    Apr 2023 - now

  • IT Service Desk Supervisor

    Feb 2019 - Apr 2023

  • IT Service Desk Team Leader

    Jul 2013 - Apr 2019

  • IT Service Desk Analyst

    Aug 2012 - Dec 2013