David Vargas

Experience

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  HP

  Mar 2010 - Jul 2011

  Technical Support Agent

  - Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP, VPN, NETWORK and more.- Research required information using available resources.- Follow standard processes and procedures.- Identify and escalate priority issues per Client specifications.- Redirect problems to appropriate resource.- Accurately process and record call transactions using a computer and designated tracking software.- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.- Organize ideas and communicate oral messages appropriate to listeners and situations.- Follow up and make scheduled call backs to customers where necessary.- Stay current with system information, changes and updates. Show less

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  Oracle

  Aug 2011 - Sept 2013

  Field Service Coordinator (Dispatcher)

  - Interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.- Receive customer requests and prepare documents/trouble tickets related to process returns, servicing and exchanges. -Update databases with status of returned materials issues and accounts for returns inventory. - Record and report the status of equipment returns, repairs, replacements, sales orders and delivery schedules. - Ensure service information accessible by sorting and filing documents/forms. May schedule field service repair calls. - Handle requests for additional company materials. - Maintain record of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.- Work on assignments that are routine in nature where limited judgment is utilized. Show less

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  Procter & Gamble

  Sept 2013 - Dec 2014

  Site Integrated Planner (Production Planner)

  In this role I was responsible for using SAP functionality as the planning tool for developing a timely and accurate Master Production Schedule for finished goods.Key Tasks include:- Master Data setup.- Short and Long Term Production Scheduling, and Capacity Planning. - For the Short-term horizon, develop and communicate a valid daily production schedule that was consistent with the Category/Site Operating Strategies. - Report and analyze key SIP Performance metrics to drive supply network reductions in Cash, Cost and improve Customer Service results. - Participate in development and renewing the Site Operating Strategy.- Ensure key SAP planning parameters were aligned with the Site Operation Strategy and SLEA assumptions.- Maintain SAP master data (examples: resources, recipes) and key supply data.- Participate in ensure and verifying correct demand flow to the site.- Perform interplant planning.- Communicate material requirement plans to suppliers and resolves conflicts.- Maintain valid production and supplier schedules in SAP throughout the 18 month horizon.- Communicate the MPS with Operations and resolving conflicting priorities.- Manage run-out, discontinued, and obsolete materials within the planning systems.- Measurs & drive continual improvement via daily/weekly DMS processes, including SERPAT metrics.- Integrate Initiative plans across the 18 month planning horizon.- Participate in develop and renew supplier SLEA's with MSM resources. Show less

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  DHL

  Apr 2015 - Feb 2016

  User & Asset Life Cycle Management Analyst

  - Responsible for the daily and short/long-term strategic management of software and technology-related hardware within the organization. This includes planning, monitoring, and recording software license and/or hardware assets to ensure compliance with vendor contracts. - Assist in forming procurement strategies to optimize technology spend across the organization. - Develop and implement procedures for tracking company assets to oversee quality control throughout their life cycles.- Discover all hardware and software components of IT inventory on the IT infrastructure and capturing their details, such as the type of asset, make, specification, etc., and storing it in an asset repository.- Identify and track change in the location of assets, increase or decrease the number of assets, track assignment status and user information.- Capture the asset life cycle data right from requisitioning, purchase and assignment, to expiry and decommissioning.- Generate asset inventory reportS, and receive alerts on asset warranty and lease expiration.- Track and managE the physical components of computers and computer networks, from acquisition through disposal.- Focus on software assets, including licenses, versions, and installed endpoints.- Keep track of when a hardware is purchased, how long has it been used, whether there’s a lease expiring on the component, etc. Manages run-out, discontinued, and obsolete assets within network systems. Show less

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  DXC Technology

  Mar 2016 - Dec 2017

  Account Incident Manager

  Working within Infrastructure Services, Global Operations Center, I was responsible for ensuring that the teams providing 24/7 technical support to our customers were operating according to expectations, being the first point of contact for any issues that the support team might encounter.- Able to act fact and effectively to ensure that current issues were dealt with effectively giving direction and leadership to the respective teams. - Deep understanding of the delivery and account teams within the centre.- Manage situations acting accordingly, to involve the correct level of technical or engineering departments to remediate the issue, involving a good mix of technical and leadership skills.Activities:- Oversee a team of delivery engineers to provide Incident, Problem and Change Management for Enterprise Service customers.- Provide guidance to engineers to ensure Service Level Agreement compliance and Security standards adherence.- Review the staffing levels specified by the Delivery Manager/Operations Lead are available throughout the shift and escalate if appropriate.- Participate in Planning, rehearsing and testing the Business Continuity Plans periodically along with Site BCP champions.- Act as a SPOC to the delivery teams during BCP situations in collating and working with the site BCP champions, GRE and HPIT teams for business continuity.- Manage all the outages which impacts business.- Monitor situation and involve the necessary teams to resolve issues.- Responsable of all the communications during outages.- First point of contact for management escalations.- Closely work with the delivery teams on all Major Incidents (Sev1 /Sev2 calls) and RtOP tickets.- Participate in the conference calls hosted by the RtOP initiator.- Provide Shift leadership across all deliveries specifically during non business hours.- Ensure Co-ordination with other related teams to provide adequate infrastructure support. Show less

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  Brillio

  Dec 2017 - Jun 2018

  Incident Manager

  As Incident Management Specialist, I was in charge to coordinate teams comprised of Customers, Partner and customer resources engaging in the delivery of complex solutions that drive our clients vision, with executive presence and confidence to assist with managing relationships internally and with the customer.I act as a trusted business partner to Premier Technical Account Managers (TAM) who support Premier customers. I am responsible for assisting the TAM with the overall quality and satisfaction of the customer’s services relationship.Tasks and Responsibilities:- Company asset leveragement for the greatest effect of customer success.- Reactive support management for business stability.- Reactive escalation management and incident resolution assurance.- Long term building relationships with business and IT stakeholders.- Customer facing communications for status updates and incident reports.- Customer advocate, ensuring that customers realize the full value of their investment.- Bridge call management and support groups notification. Show less

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  Accenture

  Jul 2018 - Nov 2021

  As Reactive Service Manager, my objective was improve customer experience related to our partners. ​The RSM know the Customer and their context, manage how the company responds based on that context and be the Customers advocate in the Reactive Customer Journey through to Operational Health. ​ Primary Activities:- Represent customer Business impact. - Support End to End Problem resolution.- CritSit Management. - Triage of CritSit with the Customer. - Reactive Escalation Management. - Reactive Case Management. - Identify Problems against the case portfolio to drive Operational Health. Show less As Incident Manager, I was in charge to coordinate teams comprised of Customers, Partner and customer resources engaging in the delivery of complex solutions that drive our clients vision, with executive presence and confidence to assist with managing relationships internally and with the customer.I act as a trusted business partner to Premier Technical Account Managers (TAM) who support Premier customers. I was responsible for assisting the TAM with the overall quality and satisfaction of the customer’s services relationship.Tasks and Responsibilities:- Company asset leveragement for the greatest effect of customer success.- Reactive support management for business stability.- Reactive escalation management and incident resolution assurance.- Long term building relationships with business and IT stakeholders.- Customer facing communications for status updates and incident reports.- Customer advocate, ensuring that customers realize the full value of their investment.- Bridge call management and support groups notification. Show less

  • Reactive Service Manager

    Sept 2020 - Nov 2021

  • Incident Manager

    Jul 2018 - Sept 2020
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  Equifax

  Nov 2021 - now

  LATAM IT Service Manager

  I am responsible for Service Management duties within a region/country. This includes managing all customer-impacting incidents involving the services provided by Equifax. Analyzing and resolving incidents that arise in our environments to ensure the impact to our customers is minimized is part of my functions. Activities:- Lead technical triage bridge lines to fast restoral of customer-impacting incidents. Direction of Technical teams to obtain the root cause and resolution in a timely fashion.- Provide end-to-end internal and external incident communications.- Collaborate with Business Services Managers to review change requests within our environment to assist with decisions and scheduling to minimize risks of customer impacts. - Lead problem management meetings with a focus on recent major incidents, Root Cause Analysis, incident trending, and operational issues.- Collaborate with Operational Readiness teams to ensure new applications and services have met the Technology Operations Center requirements before rolling out to production. Show less