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Justin Hidalgo

Justin Hidalgo

Incident Manager
Alajuelita, Alajuelita
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Sobre Justin Hidalgo:

  • Incident Manager for the Micro Focus Account since August, 2020 (currently on this position).
  • As IM, I monitor the support ticket progress when the customers request to escalate a ticket, making sure that the engineers prioritize the incident and provide quality service. I also need to make internal net working in order to involve all the required resources to fix the issue.
  • I am the SME (Subject Matter Expert) of my team.
  • In charge to make interviews when there is a new open position.
  • I deliver the training for the new hires.
  • Every month I need to make QA’s for the Incident Managers from Asia.

Experiencia

Tek-Experts 2016 – (Currently) Incident Manager: 

• Incident Manager for the Micro Focus Account since August, 2020 (currently on this position). 

• As IM, I monitor the support ticket progress when the customers request to escalate a ticket, making sure that the engineers prioritize the incident and provide quality service. I also need to make internal net working in order to involve all the required resources to fix the issue.

 • I am the SME (Subject Matter Expert) of my team. • In charge to make interviews when there is a new open position. • I deliver the training for the new hires. 

 Customer Success Manager: 

• Customer Success Manager for Micro Focus Account from April, 2018 – 2020. 

• I was in charge of 20 different accounts (approximately), like Rogers a 2 million plus dollars, • SaskTel 1 million plus, Lehigh Valley Health Network 500 hundred thousand plus dollars. 

• I had to be on the top of their products, contracts renewals, setting up regular meetings

• with the Administrators, Support Managers, Inside Sales, Account Managers, end customers, to make sure that we were addressing their needs, and setting up action plans. 

• Being a mentor for some of my colleagues to help them improve their performance, was other of my responsibilities as well as delivering trainings for the team and for new hires.

Educación

Identity with Windows Server (20742)  Elev8

(Currently  )    Computing Engineering  UNED

CISCO CCNA 4    Universidad Fidélitas

Conversational English for commercial sector    INA Alajuelita

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