Manager Data Entry

FUENTES REGUERA LENNON

*************@*****.*** 786-***-**** Miami Lakes, Florida 33016

Summary Goal-driven professional with 4-year background in the IT network sector. I am an ambitious change manager with a solid history of success in the IT field, always looking to leave my own mark anywhere i step foot into. wide experience with tools such as salesforce, SNOW, Infinity, MS office. Experience Change Manager 05/2018 - Current

Telefonica USA - Doral. USA

Manage the change management team focusing always on customer satisfaction. Allocate priority with all the RFCs changes in coordination with the client. Coordinate the change requests from the RFC Logging phase until the evaluation and closure. Attend CAB meeting and seek for Stakeholders approval. Document Technical requirements of the changes needed. Track monthly KPI (Key performance indicator) on a monthly basis. Make sure the change team is compliance with the SLA's set with the Customer. Handle the Demand process.

Prepare and deliver monthly performance reports of my team. Handle the coordination between our PM(Project manager) and our clients in a given change. Work shoulder-to-shoulder with our PM for every new provision requested by the client. Manage all our accounts in saleforce for all our clients accounts(legal entities). Data entry, Data modification, termination cases and any other involved. Host weekly meetings with our clients to understand new demands/change, new/future Project requirements.

Change Analyst 04/2016 - 05/2018

Telefonica USA - Doral. USA

Handle maintenance tickets for one of our clients Nokia, using tools such as BMC,Infinity,Sigma,Solarwind to ensure that the maintenance is carried out according to plan. Handle service request from Nokia works such as reports, reset account password and configurations of their accounts.

Provide technical support for our client if needed. Process CISCO tickets for software upgrades in the network. Filled the change manager position for 3 months in the absence of my manager while on maternity leave (Apr 2018 - July 2018)

Education and

Training

Bachelor of Science: Computer Science 06/2011

University of Greenwich London

Certifications Great Chapel College English School - London. England (Sept 2006 - July 2007) Level: Advanced General Solutions: How to do business with China (July 2012) ITIL Fundamental V4

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