Alex Lugo
Terrebonne,QC
Summary
People-oriented Team Leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying customer needs to develop and deliver creative solutions.
Overview
18
18
years of professional experience
Work History
LiveOps Specialists Team Lead
Flinks
Montreal, QC
10.2022 - Current
- Implemented Major Incident process.
- Managing a group of high technical developers to sustain and maintain our customers SLAs/SLOs.
- Delegated daily tasks to team members to optimize group productivity.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Fostered positive employee relationships through communication, training and development coaching.
- Completed daily quality assurance duties to provide feedback for improvements.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Analyzed key performance indicators to identify effective strategies.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Monitored operations and reviewed records and metrics to understand company performance.
Technical Account Manager Team Lead
Flinks
Montreal, QC
01.2022 - 10.2022
- Helped with documenting prerequisites for the OBE product
- Identification of potential customers to start implementing OBE
- Creation of the OBE API documentation, and assisting with the creation of webinars/videos.
- Aided Sales team during the sales calls for high technical clients.
- Assembly and trained customer facing team
- Created escalation process for the customer facing team
- Reviewed completed work to verify consistency, quality and conformance.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Offered training and support to keep team members motivated and working toward objectives.
- Completed daily quality assurance duties to provide feedback for improvements.
- Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Technical Account Manager
Flinks
Montreal, QC
08.2020 - 01.2022
- Helped implementation Flinks product with over 200 customers
- Recommended improvements to customers and demonstrated potential cost reductions and process improvements.
- Developed and wrote technical documentation for products.
- Educated customers on products and services as well as general technical information.
- Communicated with sales and product development teammates to enhance customer experiences and achieve SLAs.
- Collaborated with technical support staff to discuss client requirements, needs and objectives.
- Reviewed and analyzed contracts, service issues and other information to initiate and direct appropriate action to resolve.
- Responded to customer inquiries and concerns to facilitate solutions.
Sr. API Integrations Specialist
LightSpeed Retail Inc
Montreal, QC
01.2019 - 07.2020
- Create training process for new API Support agents.
- Collaborate with Product Management to communicate changes to our partners/customers.
- Escalation point for the API Support Team.
- Work closely with Sales Engineers and Partnership to onboard new partners.
- Maintain/Report SLAs
- Provide support to new partner during their implementation.
- Assist Developers during L1/L2 incidents.
API Integrations Specialist
LightSpeed Retail Inc
05.2016 - 01.2019
- Support partner and customers using any of our APIs
- Escalate to Development confirm bug
- Create, maintain and deploy API Documentation
- Work closely with Sales Engineers and Partnership to onboard new partners
- Deploy dashboards to all 4 supports (Phone Queues, Track Tickets, CSAT)
eCommerce Specialist
LightSpeed Retail Inc
01.2015 - 05.2016
- First line of support for clients using LightSpeed eCom application
- Application configuration
- DB support
- Documentation of all incidents and escalation of major incidents
Support Specialist
LightSpeed Retail Inc
03.2014 - 01.2015
- First line of support for clients using LightSpeed POS application
- Application configuration
- Documentation of all incidents and escalation of major incidents
- Hardware setup/configuration
Senior Service Desk Analyst
CSC
09.2009 - 03.2013
- Basell, Bombardier, NobelBiocare, General Dynamics Canada)
- Supported level 1 Service Desk and in charge of escalation and notification
- Resolved lotus notes troubleshooting
- Managed and responsible for accounts (SAP, Active Directory, Lotus Notes, BES, RSA)
- Supported software like Global Remote Access, Nortel VPN, within others
- Responsible for the backup TL and subject expert matter of the account General Dynamics Canada
- Conducted the creation of the Knowledge Database for new analyst
- Assisted in the transition of Ticket System (USD to BMC “Remedy 7.14”)
Service Desk Analyst
GSK, Ajilon
Montreal
08.2008 - 07.2009
- Supported level 1.5 Service Desk
- Involved in projects like the creation of shared folder, RSA seed files (software token)
- Managed GPO
- Managed high risk accounts such (IBM Metaframes, AS400, Active Directory)
- Responsible for lotus notes ID (creation/recertification/configuration)
- Supported the VPN (Ipass)
Supervisor Design
America Inc
Montreal
07.2006 - 04.2008
- Responsible for the setup of the production machinery
- Supervised results and ensured the quality of products to be shipped
- Analyzed new strategies to improve and enhance the quantity and quality of production
Education
Bachelor of Engineering - Computer Science
Instituto Tecnologico De Hermosillo
Hermosillo, Sonora, Mexico01.2003
Skills
- Issue resolution
- Team Supervision
- Call Center Operations
- Client support
- Customer service
- Hardware/Software:
- Windows 2000 / 2007 / XP, MS Office 2000 / 2002 / 2003 / 2007 / 2010 (Word, Excel, Access, PowerPoint), Linux OS (Ubuntu, Kubuntu), Mac OS, Outlook 2000 /2002/2002, MS Netmeeting, Dialup Connections, MS Internet Explorer, Chrome, Firefox, Netscape, Adobe Acrobat, WinZip, DOS, Web Page Design, USD, Remedy, Nortel VPN, Blackberry Enterprise Server Citrix, VMWare, PC Guard, Kibana, Git, BitBucket, Postmaster, VirtualBox, Laravel, Dashing, Php, oh-storm, Ruby, Python, Zendesk, SalesForce, SoqlXplorer, AWS, Datadog, New Relic, FreshDesk, HubSpot, Logz, Gong
Languages
Languages
English
Full Professional
Spanish
Native/ Bilingual
French
Limited
Timeline
LiveOps Specialists Team Lead
Flinks
10.2022 - Current
Technical Account Manager Team Lead
Flinks
01.2022 - 10.2022
Technical Account Manager
Flinks
08.2020 - 01.2022
Sr. API Integrations Specialist
LightSpeed Retail Inc
01.2019 - 07.2020
API Integrations Specialist
LightSpeed Retail Inc
05.2016 - 01.2019
eCommerce Specialist
LightSpeed Retail Inc
01.2015 - 05.2016
Support Specialist
LightSpeed Retail Inc
03.2014 - 01.2015
Senior Service Desk Analyst
CSC
09.2009 - 03.2013
Service Desk Analyst
GSK, Ajilon
08.2008 - 07.2009
Supervisor Design
America Inc
07.2006 - 04.2008
Bachelor of Engineering - Computer Science
Instituto Tecnologico De Hermosillo
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