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Work Background
Service Delivery Manager
1PathService Delivery Manager
Mar. 2024 - Dec. 2024Atlanta, Georgia, United StatesDesigned and implemented the Enterprise Organization's hiring, training, and coaching process. Developed and implemented Standard Operation Procedures, Operation Policies for the Support team and the Deployment Team Deployed and implemented a continuous improvement plan to achieve 30% improvement weekly and maintain the SLO over 90% over the last 10 months. Currently leading the highest-performance team in the company. Service Delivery Manager for the biggest account in the company with over 1900 workstations.
Customer Experience Manager
Soft Point Media, Inc.Customer Experience Manager
Jul. 2023 - Feb. 2024Chatsworth, CaliforniaCreate QBR framework Created CXM Best Practices Standardization of the Sales Processes
Service Delivery Manager
Simplified IT ConsultingService Delivery Manager
Mar. 2023 - Jul. 2023Canoga Park, CaliforniaCreated and Implemented Standard Operation Procedures and Policies for the Service Desk. Created and Implemented Standard Operation Procedures and Policies for Service Dispatch Created and Implemented KPIs for the Service Desk Migrated PSA from Kaseya to CW Manage Migrated from knowledge base from IT Glue to Hudu Hired, trained, and coached Service Desk and Professional Services Engineers.
Service Manager
SoftpointMediaService Manager
Dec. 2017 - Feb. 2023Chatsworth, CaliforniaCreated and Implemented Standard Operation Procedures and Policies for the Service Desk. Edgar Urbina - page 1 Created and Implemented Standard Operation Procedures and Policies for the Professional Services. Created and Implemented Standard Operation Procedures and Policies for Service Dispatch Hired, trained, and coached Service Desk and Professional Services Engineers. Effectively Managed a team of 14 resources in 3 different locations across the country Established continuous improvement practices for Service Desk, Professional Services, and ServiceDispatch. Improve team performance quarter after quarter in all areas, remote and onsite. Established a culture of accountability, resiliency, teamwork, and excellence.
Onboarding Manager
Cal Net Technology GroupOnboarding Manager
Jan. 2017 - Dec. 2017Greater Los Angeles Area• Created and implemented Standard Operation Procedures and Policies, enhancing efficiency andmaintaining SLO over 90% for 10 months. • Developed and implemented best practices, improving team performance and customer satisfaction. • Successfully onboarded 6 clients, each with over 30 workstations, ensuring seamless integration andservice delivery.
Cloud Services NOC Manager
Cal Net Technology GroupCloud Services NOC Manager
Aug. 2015 - Jan. 2017Chatsworth, California• Created and implemented Standard Operation Procedures and Policies for the Network OperationCenter, enhancing operational efficiency. • Developed and implemented Key Performance Indicators (KPIs) for the Network Operation Center, achieving a 30% improvement in weekly performance. • Hired, trained, and coached NOC Engineers, fostering a high-performance team culture and ensuring exceptional service delivery.
Technical Services Lead Engineer
Cal Net Technology GroupTechnical Services Lead Engineer
Sep. 2014 - Aug. 2015Chatsworth, California• Created and implemented KPIs for the Service Desk, enhancing performance and efficiency. • Hired, trained, and coached Service Desk engineers, fostering a high-performance team culture. • Established a culture of accountability, resiliency, teamwork, and excellence, driving continuous improvement.
Monitoring & Automation Lead
Cal Net Technology GroupMonitoring & Automation Lead
Dec. 2013 - Sep. 2014Chatsworth, California• Deployed Labtec Automation to all client servers and workstations, enhancing operational efficiency. • Implemented automation scripts into the Labtec platform, streamlining various processes. • Developed and implemented monitoring alerts and policies for all client servers, ensuring proactiveissue resolution.
Remote Support Engineer
Cal Net Technology GroupRemote Support Engineer
Mar. 2010 - Dec. 2013Chatsworth, California
Senior Network Engineer
IT-Training & ConsultingSenior Network Engineer
Jan. 2007 - Dec. 2010Greater Los Angeles Area
Communication Center Supervisor
Hewlett-PackardCommunication Center Supervisor
Jan. 2005 - Dec. 2007
PRM and Programs Supervisor
Hewlett-PackardPRM and Programs Supervisor
Jan. 2005 - Dec. 2006
Cisco TAC SMART Program Switching Engineer
SykesCisco TAC SMART Program Switching Engineer
Jan. 2003 - Dec. 2005
Web Content Specialist Toshiba Account
Sykes Latin AmericaWeb Content Specialist Toshiba Account
Jan. 2002 - Dec. 2003Heredia, Costa Rica
Second Level Technician Toshiba Account
SykesSecond Level Technician Toshiba Account
Jan. 2002 - Dec. 2003Heredi, Costa Rica
Universal Agent Toshiba Account
SykesUniversal Agent Toshiba Account
Jan. 2001 - Dec. 2002Heredia, Costa Rica
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