Eugene Arevalo

Assign all work assignments, commit the team to the work, manage the quality of the work, and drive the people management activities within the team. As a lead, I am responsible and accountable for the execution of specific areas of responsibility/deliverables with minimal supervision. Observe the SLAs and performance measurements assigned and build other skills needed to successfully deliver the client's expectations. Develop people with the skills required as part of the succession plan.

• Monitored daily reports from various tools to assess real-time team performance, allowing swift action when needed.
• Proactively identified areas for improvement within existing processes, leading to faster issue resolution times.
• Improved overall network stability through testing, troubleshooting, and resolution of complex technical issues.
• Reduced downtime by proactively identifying and resolving potential network issues before they escalated.
• Successfully coordinated other teams regarding network upgrades, ensuring minimal downtime during activation period.
• Developed and documented process procedures and standards.
• Worked with training team to develop comprehensive training materials for new hires to quickly familiarize them with systems and work processes.

• Perform required tasks on all order requests, such as prepping, documentation, testing, troubleshooting, ticket creation, monitoring, and order completion.
• Monitoring 50 inbound calls daily from customers and other teams regarding issues/concerns and addressing them for resolution.
• Provided exceptional customer support by promptly addressing end-user inquiries related to network connectivity or performance.
• Enhanced network performance by monitoring and troubleshooting network issues and outages.
• Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
• Assessed and responded to network system alerts, prioritizing serious faults to rapidly address downtimes.
• Documented support procedures, processes, and solutions in centralized systems, enabling user self-service.