Haylin Ramirez
Operation Manager
Heredia
Summary
With over 12 years of experience in the technical industry, I began my career as a Technical Support Engineer for a networking company. I quickly advanced to Senior Technical Support Engineer and progressed through various roles before becoming a Technical Operation Manager. In my current position, I have successfully managed multiple ramp-up implementations, monitored KPIs performance, nurtured client relationships, and identified business growth opportunities.
Overview
10
10
years of professional experience
Work History
Technical Operation Manager
Foundever
03.2021 - Current
- Administer performance by coaching supervisors, team managers and agents, creating and maintaining development plans
- Calculate financial responsibility, through monthly client invoicing
- Plan and manage support services for one or more client accounts
- Elaborate annual business plans to be aligned to corporate strategies
- Provide the lead role in client communications in matters of support center performance, reporting, billing, systems, staffing, product development and complaints
- To manage new account implementation
- To identify operational problems, analyze trends, and implement corrective and preventive actions
- To meet periodically with client to revise all aspects related to the business.
Technical Supervisor
Foundever
8 2020 - 3 2021
- Planning and setting goals for the technology group
- Conducting performance evaluations for Technical Team Managers
- Supporting TSEs with training and development activities
- Lead operation performance calls with the client.
Technical Team Lead
Foundever
09.2018 - 08.2020
- Ensure the team's performance against specific contract metrics, and production
- Objectives, performance against goals, quality level, and employee development and retention
- Handle customers' escalations related to the customer service provided
- Managing daily client support delivery for my team(s).
Customer Service II
Foundever
10.2012 - 3 2014
- Follow Business Process documentation to approve Intel request Samples.
Tier 2 Technical Support Engineer
Foundever
03.2014 - 09.2018
- Manage network incidents with different priorities over phone and email
- Research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner
- Provide escalation support as senior TSE
- Technical mentorship for TSE's.
Education
Conversational English -
Centro Cultural de Idiomas
CCNP Security - undefined
Cisco Certification
Introduction to Programming, Pyhton I, Python II - undefined
Foundever Tech Academy
Business Engineering (In Progress)
Skills
- Team Management
- Problem-Solving
- Decision-Making
- Team Collaboration
Timeline
Technical Operation Manager
Foundever
03.2021 - Current
Technical Team Lead
Foundever
09.2018 - 08.2020
Tier 2 Technical Support Engineer
Foundever
03.2014 - 09.2018
Customer Service II
Foundever
10.2012 - 3 2014
Technical Supervisor
Foundever
8 2020 - 3 2021
Conversational English -
Centro Cultural de Idiomas
CCNP Security - undefined
Cisco Certification
Introduction to Programming, Pyhton I, Python II - undefined
Foundever Tech Academy
Business Engineering (In Progress)
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