Customer Service Project Management

Juan S. Brito

Chicago, IL 847-***-**** (C) *****.****.******@*****.***

Supporting Corporate Mobile Technology to Serve Business Objectives

Mobile Technologies – Program Implementation – Product Deployment – Project Management

A hands-on technology professional with more than ten years’ experience in technical support of personal computers, mobile telephones, and cellular broadband technologies to enable coworkers across a wide range of industries, capabilities, and geographies. Experienced in incident management, project management, program implementation and revision, corporate asset management, vendor management and procurement.

Dedicated to finding technology that works for corporations and its employees in a way that enables the continuation of uninterrupted business. A results-focused problem solver who can balance the needs of his customers and the corporate bottom line while providing superior customer service. Experienced in using innovative technologies and environmentally friendly methods to serve business.

A steward of corporate resources, passionate about providing superior customer service.

Span of Expertise

●Internet of things

●Technical Aptitude

●Telecom Expense Management

●Incident Management

●Mobile Security Collaboration

●Service Center Implementation

●Mobile Managed Services

●Corporate Procurement

●Project Management

●Vendor Relations

●Process Improvement

●Asset Management

Career Experience

Accenture PLC Chicago, IL 2005 – Present

MOBILE COMMUNICATIONS - IT SUPPORT SPECIALIST January 2009 – Present

Promoted to implement and support a new-to-Accenture, internal mobile support program and device depot for Accenture employees on corporate mobile device plans, supporting company-owned and personally-owned devices. Additional mobile-connective project support as-needed:

Mobile Communications Central Depot Lead:

Recognized for implementing original processes and improvements while onboarding additional resources as the services and needs of the department grew with the addition of users to the corporate program.

Established and maintained great lines of communication with national mobile providers. Worked with AT&T to ensure training of their employees applies to their largest corporate accounts.

Cradlepoint Cellular Broadband network implementation Project Lead:

Currently spearheading the nationwide roll-out of secondary Wi-Fi networking technology to 14 Accenture offices throughout the US. Managed project from inception, through deployment and transition to on-going/live support.

LOCAL ASSET MANAGEMENT LEAD January 2008 – January 2009

Promoted to maintain and provide accountability for the most expensive inventory of assets for the largest Accenture office in the United States.

Performed regular inventory assessments on weekly, monthly, quarterly, annual and surprise inventory audits. Regularly passed audits with 100% compliance, never failed an audit.

Served as liaison with the local technology service employees to ensure corporate policy compliance at the local-office level. Also, responsible for cross training other employees within local office and 15 other US offices.

Implemented ‘green technology’ of using an air compressor for device maintenance rather than canned air reducing costs and environmental waste for the local office.

TECHNOLOGY SERVICES UPGRADE LEAD June 2006 – January 2008

Promoted and transferred to Local Technology services to perform company-standard configuration for new-issue and upgraded laptops for eligible employees. Included deploying company standard configuration to laptops and transference of current-employee’s data and connectivity to corporate systems.

Regularly went ‘above and beyond’ to support customer’s needs, meeting demanding timelines for off-site employees due to the distributed geographic nature of consulting.

SERVICE COORDINATOR March 2005 – June 2006

Selected to perform as coordinator and reception services. Responsibilities included ensuring fulfillment of customer requests to facilities and services including AV, connectivity, catering, meeting space, etc.

Education & Training

Honorable Discharge, United States Army

Service Summary: Trained and served domestically and internationally as an M1 Abrams Armor Crewman.

Associate in Arts, Harold Washington College, Chicago, IL July, 2016

Bachelor of Computer Science (currently pursuing): Northeastern Illinois University

Accenture –ITIL Foundation Certificate in IT Service Management Supervisor 101 Training Infrastructure Outsourcing Service Culture Introduction to Project Management

How to Excel at Customer Service A+ Certification CTIA Participation Microsoft Azure Infrastructure: Mobile & Cloud Services

Other Training - Cellular Repair School Voice over IP Foundations Telecommunications Fundamentals

Technical Skills/Aptitude/Interests

ITIL Foundation in IT Service Management

Cellular Broadband Routing

MS Lync

ITSM Remedy

ServiceNow

MDM AirWatch

MDM MS Intune

Enterprise Cloud Manager

MS OneNote

MS SharePoint

Green Team

Mobile Operating Systems

Flexnet

MS PowerPoint

MS Project

MS Excel

MS ActiveSync

Testimonials

“Juan (and team) truly exceeded my expectations in every way. I was so impressed with how they worked together to help me and keep me productive on my trip. I wanted to make sure their supervisors were aware that they are doing an outstanding job.”

From an internal review of the current project for Accenture

“I wanted to thank you for being such a wonderful partner in 2015 and summarize a few key activities which have led to positive results in both service and revenue… launched corporate user support in AT&T retail stores, largely driven by your willingness to act as our pioneer client and drive best practices… Over the year these upgrades resulted in approximately 180 less escalations.”

From a joint project review by an AT&T Account Manager

“Having worked with Juan directly and indirectly for 6 years, I can eagerly attest that he is a benefit to any organization looking for a high output, service oriented and results driven team member. His focus on process improvement and streamlining to gain efficiencies can be a game changer to turn a team around that has seen its productivity drop. Juan has a strong work ethic that guides him to act with integrity and take an ownership mindset in his daily work.”

From an internal review of the past project for Accenture

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