Client Services Support Manager IT Ops Leader

Richard Ceballos, Jr.

Round Rock, Tx *****

********@*****.*** * 512-***-****

website

Desk/IT Management Professional

Performance-driven and certified scrum master with impeccable experience in overseeing planning, implementation, and maintenance of technology infrastructure with keen focus on delivering exceptional organizational solutions. Demonstrated expertise in overseeing cross-functional teams, coordinating IT projects, and scheduling product dispatch orders. Experienced in organizing day-to-day operations, executing new robust operational policies, and resolving complex customer issues. Adept at troubleshooting hardware and software issues, deploying latest technology systems, and maintaining efficient equipment inventory. Proficient in managing user accounts, providing reporting on engineering metrics, and optimizing system performance. Exceptional communication and interpersonal skills, enabling effective collaboration with stakeholders, facilitating informed decision-making, and delivering high-quality customer service. Bilingual: English Spanish.

Areas of Expertise

Performance Metrics & Reporting * Risk & Issue Mitigation * User Account Management

Customer Center Management * Technical Troubleshooting * IT Infrastructure Management

Client Satisfaction & Trust * Team Leadership & Development * Stakeholder & Vendor Management

Software Development Lifecycle * Policy & Procedure Compliance * Project Scheduling & Delivery

Technical Proficiencies

Hardware

Hubs, routers, CAT5 cables, patch panels, Avaya & Cisco & Nortel phone systems, PC’s & Servers IBM/Dell Desktops, IBM laptops Dell Raid Servers & Dell Tape Back-up, Web Servers, Microcomputers, Zebra Printers

Software

All Windows OS, MS Office (All Versions), Unix/Linux and MACS (OS 8,9, X), NT/Novell, Active Directory, SQL, IIS, SMS, Webex, Live Meeting, Lync, Share Point, HTML, G-suite, MS Project, CareVue, Phamis, Clarity, Visual Studio, AWS, Revenue Recognition, Team Foundation Server, JIRA, Confluence, Xmatters, Tableau, Sales

Ticketing Systems

Siebel, Peregrine, Peoplesoft, Vantive, CRM, Remedy, ASTEA, SDM, ESCCB, eChange, CSA, ServiceNow, Salesforce

Professional Expérience:

ICU Medical, Austin, Tx. 1/27/2025 - Current

Production Operator

Inspect components, materials, documents, and final products either as inherent part of the production process or offline. Performs activities specified in batch record and SOP's. Sample and evaluate product per defined methods, recognizes action levels and notifies area specialist and supervisor if out of limits.

Identify non-conforming product (rejects).

Provide information and feedback on commodity and process issues. Ensures quality products are delivered to subsequent processes.

Work in a team environment to coordinate activities, solve problems and effectively communicate. Adapt to changes in a constructive manner. Participation in area improvements, cost reductions, and meetings. Provide information and feedback on commodity and process issues. Ensures quality products are delivered to subsequent processes.

Adhere to cGMP guidelines, SOP's and plant policies/rules.

Able to evaluate process, product and equipment performance based on prescribed procedures.

Work with team members to reach consensus to optimize quality, cost, compliance, customer service and safety.

Out due to Medical Reasons 3/22/2023 to 8/20/2024

Indeed Flex, Austin, Tx 3/21/2022 to 3/22/2023

Operations Executive

Facilitated development and execution of new robust operational policies and guidelines in line with organizational goals to enhance overall performance and growth. Provided valuable insights for informed decision-making and process improvement by preparing, analyzing, and presenting reports on all aspects of Indeed booking and other activities. Coordinated with cross-functional teams to streamline processes and resolve operational issues. Worked multiple ticketing systems.

Authored Start-up training manual, leading to comprehensive and effective resource for onboarding new employees.

Improved collaboration and client satisfaction by acting as bridge between internal stakeholders/customers and playing crucial part in overseeing routine operations.

Spearheaded creation of New Hire questions in Spanish and contributed to screening and hiring process of bilingual candidates, assembling new Spanish team.

Cognizant Technology Solutions, Austin, Tx 07/21/2021 to 10/22/2021

Senior System Support @ Facebook

Leveraged enhanced content value chains, delivered exceptional experiences, and maximized monetization opportunities to attain predefined organizational goals. Collaborated with team to revamp data infrastructure and develop cutting-edge platforms, vendor management, delivering engaging customer experience. Developed in-depth understanding of industry trends and emerging technologies.

Implemented cutting-edge network technology policies and formulated strategic plans for enhancing Facebook's technological capabilities, overseeing development and meticulous documentation.

Identified highly efficient and cost-effective solutions to various challenges and communicated to senior and junior staff members, ensuring optimal problem-solving outcomes.

Enabled intelligent networks, improved time-to-market, and enhanced business capabilities within specific vertical industries by coordinating effectively with software solutions development team.

Total Site Solutions, Round Rock, Tx 01/2021 to 3/2021

IT Generalist - Contractor

●Served as customer service support for vendors.

●Reimaged PCs, Laptops, and upgraded software.

●Worked the Help Desk.

●Documented and created procedural reports.

Ledcor Technical Services, Pflugerville, Tx 08/2020 to 11/2020

Customer Support Representative – Contractor

Ensured smooth execution of operations by developing plans, assigning tasks, and monitoring performance. Operated under limited supervision, demonstrating significant autonomy for use of independent judgment in decision-making. Oversaw inventory management of routers, phones, monitors, PCs, and cabling for accurate tracking and availability of equipment. Delivered exceptional customer service at high level, addressed and resolved escalations and concerns professionally.

Improved connectivity and enhanced client satisfaction by streamlining process of dispatching technicians for installation of hubs, routers, VoIP phones, cables, and various wide range of other hardware.

Resolved clients' issues and drove trust by providing technical support for Windows 10 software, Outlook software, and numerous other hardware devices, including laptops and cell phones through inbound calls.

Sabbatical/Planned Career Gap, Austin, T 01/2019 to 05/2020

Relocated from Florida to Pflugerville and improved various skills including, adaptability, time management, complex issue resolution, and effective communication.

Verizon Communications, Inc. Tampa, 02/2017 to 11/2017

Dispatcher II

Oversaw the Integration of the newly acquired XO Communication FiOS orders aby converting them into Verizon FiOS orders. Successful Verizon FiOS orders were then verified, confirmed, and dispatched to the appropriate Field Technician. Attended weekly team meetings. Manage relationships and coordinate work between different teams at different locations.

Dispatched FIOS orders throughout the US.

Created FiOS dispatch orders from newly acquired XO Communications using multiple applications

Worked at a 24 x 7 center on a rotating shift schedule.

Ability to multitask in a fast- paced work environment

Be able to effectively and fluidly collaborate, negotiate and work harmoniously with others of both technical and non-technical backgrounds.

Frontier Communications, Inc., Tampa, Florida 04/2016 to 11/2016

IT Supervisor – Circuit Order Operations Center

Troubleshot technical and non-technical problems throughout project lifecycle, prioritizing early resolution during design and planning phases to minimize impact and ensure smooth project execution. Leveraged robust organizational and analytical skills to lead, plan, and evaluate operations of information systems and electronic data processing (EDP) through efficient functioning and optimal utilization of technology resources.

Optimized system functionality by establishing Operating Procedures, executing Management/Monitoring tools, overseeing performance/capacity and changes as well as conducting Availability Management.

Mitigated potential challenges and enabled project delivery by overseeing portfolio of projects with higher levels of complexity and risk based on accumulated experience.

Identified and resolved issues to maintain optimal functionality and performance by troubleshooting hardware, software, and network operating systems.

Filled out Health Care forms for managed employees. Forms such as Medicare, Medical leave forms, and hospice cost reports.

Additional Experience:

Verizon Communications, Inc., Tampa, Florida 02/2014 to 4/2016

IT Supervisor of Engineering and Network Operations

Verizon Communications, Inc., Tampa, Florida 08/2005 to 2/2014

IT Crisis Manager

Verizon Select Services Inc, Austin, Tx 09/2003 to 08/2005

IT Supervisor – Network Solutions

Education: Bachelor of Science in Management University of Phoenix, Tampa, Florida

Professional Training:

Certified Scrum Master (CSM), Scrum Alliance, Tampa, FL

Agile Practices: Planning & Estimation, Verizon/CBT

Agile Practices: Fundamentals, Verizon/CBT

Agile 101 Training, Verizon/CBT

ITIL Training, Verizon

Software Lifecycle Training, Verizon/CBT

Red Hat Linux Training, Verizon

Microsoft Exchange Server 2000 Training, Verizon

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