Arthur Rueda

Experience

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  Sutherland Global Services

  May 2007 - Jul 2010

  Global Technology Infrastructure (GTI)Planning, implementing, and managing IT infrastructure . Meeting client needs adhering to contractual SLAs compliant with BPO industry standards and being cost effective by managing internal resources.Day to day activities:- Full server stand up installation and administration of MS Windows Server 2008, MS SQL Server including setup of Windows Active Directory, IIS, DNS within all company network (intranet, credentials, user upload). - Full integration between technologies and client software solutions and required tools. -Active Directory administration as for Workflow Processes for tasks and user security profiles and access policies.- Install and configure new hardware including laptops, desktops, and printers.- Maintain and admin user domain accounts and Exchange mailboxes.- Troubleshoot LAN, WAN, RAS and VPN connectivity issues.- Install and configure BlackBerry/IOS/Android handheld devices and audit enterprise policies.- Investigate and resolve issues related to problematic hardware and software.- Installed and supported a wide variety of custom in-house software.- Administer, standardize and deploy computer imaging libraries using Symantec Ghost.- Implement daily back up and restore procedures of user data and recordings.- Build, document and maintain a structured hardware asset database.- Responsible for training team members and users in various migrated applications.- Work with third party vendors and contactors to maintain a productive user environmentEnvironments:Windows Server 2008 R2 Data Centre, , MS SQL Server, MS Active Directory, DNS, IROz, Service desk software management, Oracle, SAP like solutions, Jreport, Incident Management Software, Linux, Windows 98/2K/NT/ME,Vista. Mcafee enterprise solutions, Vmware, Lotus Notes, Symantec Enterprise Solutions, Novel, Avaya.Some Clients:Mcafee, Research in Motion, ATT, Symantec, Kaspersky, Proofpoint, Bright House Networks Show less - Responsible for:Hiring new talented engineersTraining new hires on Client specific software and Sutherland core values.Working with infrastructure to ensure client software deployment of tools.Meeting Service level agreements and contractual objectives.Maintaining data communication tools and networks.Reporing and data mining.Managing teams to meet Key process indicators.Quality Assurance with lean six sigma analysis.Gatekeeper of client information. Coordinating internal departments for process flow ensurement.- ProgramsMcAfee - Tech Support and Upgrades. QualitySymantec - Tech Support L2, Escalations, Knowledgebase, Sales, QualityAdam Technologies - Financial Group Sales Att Uverse - Sales and Technical Support, Quality ATT connectech - Tech Support and Sales, QualityBHN - Bright House Networks - Triple Play - Sales TS, Quality.RIM Blackberry - Tech Support and Upgrades, QualityHP- Tech Support - Sales, QualityAcer - Tech Support, QualityNetspend - Sales, QualityACE - Insurance Sales, Quality Show less

  • IT Architect

    Aug 2008 - Jul 2010

  • IT Operations Supervisor

    May 2007 - Jul 2009
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  AT&T

  Jun 2010 - Mar 2012

  Operations Manager

  Responsible of Managing the account and relationship between Sutherland Global Services with ATT Connectech / Support Plus / Tech Support Tier 3 / Sales Dept.Roles- Process documentation and process Development. Quality assurance and analysis.- Organizing training for continuous process improvement and refreshment of skills.- Detecting new by involving with HR and new hire training.- Tracking end to end problems with compliance with strict SLA objectives.- Task force scheduling and work schedule managing for appropriate service level objectives.- Motivating engineers to meet Key process indicators as contractually obligated.- Motivating sale representative to reach metrics. Reached and surpassed Sales globally. Received 4 awards on Top Sales Geographic Location.- Leader of the Month Award for excellence and Platinum Standard Show less

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  Proofpoint

  Jun 2010 - Sept 2011

  Operations Manager

  Responsible of Managing the account and relationship between Sutherland Global Services with Proofpoint Inc. Roles- Process documentation and process Development. Quality assurance and analysis.- Organizing training for continuous process improvement and refreshment of skills.- Detecting new by involving with HR and new hire training.- Tracking end to end problems with compliance with strict SLA objectives.- Task force scheduling and work schedule managing for appropriate service level objectives.- Motivating engineers to meet Key process indicators as contractually obligated. Show less

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  CA Technologies

  Feb 2012 - now

  Service Delivery Manager

  Responsible for Managing all processes and procedures to ensure service level demands with customer satisfaction. In charge of supervising employees accountable for complete solutions and support. Assessing customer feedback and handling escalations by identifying and analyzing complex problems for fast resolution of support related issues. Focusing on CA Service Desk Manager and CA Spectrum programs. - Supporting Incident Management reporting (KPIs and customer SLAs).- Audit incidents to ensure process compliance- Create knowledge content Show less

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  Netwizards consulting

  Oct 2013 - now

  Training Manager

  Manage the development of all projects for different accounts. Handle strategies for an array of different clientsAccountable for resolving client / business conflicts and address organizational challenges.Elevate client relationship to trust partner level by meeting and surpassing Indicators, agreements and objectives. Identifying and assessing future and current training needs. Drawing an overall and individualized training and development plan. Deploying a wide variety of training methods.Motivate teams to exceed targets as agreed on the contracted agreement.Direct the team’s workflow and Client interactions to increase performance.Act as a point of escalation to resolve issues and ensure rapid resolution with complete customer satisfaction. Show less