• Working as an Associate Technical Account Manager (TAM) on multiple clients in the Latin America (LATAM) region.
• Creating/Updating SOP’s to streamline workflow on Team Collaboration Software such as Confluence.
• Creating operational monthly stat reports concerning all handled incidents which are presented to higher management.
• Providing extensive Root-Cause Analysis reports detailing the cause and solution of any incident without jeopardizing the Service Level Agreements between Afiniti and the client.
• Take weekly calls with internal teams as well as external client teams to discuss relevant client related issues.
• Managed, trained and supervised professional Technical Support Engineers as TAM. Foster an environment in which clients enjoy high levels of service and employees are motivated to deliver top performance.
• Hold Planning, Stand ups, retrospectives meetings for close co-ordination with teams.
• Monthly Client performance meetings with Brazilian Account manager and Project managers.

• Manage and liaison front-end operations and bridge the gap between client and engineering team(s)
• Organize and manage system outages, projects deployments, implementations and communications with both assigned clients and all internal teams.
• Supervising, controlling and managing a team of Professional Technical Support Engineers in the AFINITI Command Center for monitoring and resolving any issues that occur during production in Client environment.
• Responsible for the management and implementation of break-fix and maintenance issues through their full life cycle within SLA, along with continuously communicating status internal
• Effectively lead a team of 8 individuals.
• Trained all the new hires as Senior Resource

• Making sure goals are met efficiently in the shortest possible time.
• Knowledge of various carriers such as O2, Verizon, Vodafone Spain, Sprint, T-Mobile, RIAS, Automobile Association.
• Handling issues related to daily problems faced by Client.
• Reaching out to customer issues using GoToMeeting and solving issues in real time.
• Effective time management on responding to queries/tickets and handling multiple issues during shift.
• Direct correspondence on handling and discussing issues with customers through IP phone, Skype, Email.
• Handling customers directly on call and solving issues in the shortest possible time.