Rumaldo De Leon

Rumaldo L. De Leon 2334 Mossy Bank Drive, #5 Sacramento, CA--Objective:​ To obtain a challenging leadership position applying creative problem solving and fine management skills with a growing company to achieve optimum utilization of its resources to reach our common objectives. Skills and Competencies: ● ● ● ● ● ● ● ● ● Team management skills Ability to motivate and lead others in a team environment Client/vendor relationship management Training development and delivery Real-time service level management Agent development to meet or exceed KPI objectives Candidate recruitment and assessment Excellent communication skills Flexibility schedule and availability Certifications: Information Technologies Infrastructure Library (ITIL) Version 3 Foundations Certified - 5/2010 HDI Support Center Manager Certification - 7/2015 Lean Six Sigma Green Belt - 4/2016 Work History: Mar 2009 -Present - CGI Senior Consultant Service Desk Implementation and Management Sacramento, CA Oct 2018-Present Consulted on business acquisition as the project service desk expert. Developed vendor relationships and negotiated contracts for staffing and CRM systems. Created service desk plans and processes with the objective of implementing and managing a ground-up service desk for a state government client. Service Desk Manager San Antonio, TX Jun 2015 – Oct 2018 Supported and managed service desk operations of a federal government contract providing Tier 1 through Tier 3 support of multiple user systems for 2.6 million healthcare providers with a staff of 60-80 front line agents and back-office support. Responsible for driving KPI objectives and ensuring fiscal integrity through diligent management of staffing and overhead. Hands-on team management of cross-functional teams including weekly and ad hoc one-on-one coaching and performance management. Supported the recruitment, assessment, and onboarding of service desk agents and managed the vendor relationship with our staffing vendor. Supported user acceptance testing for the implementation of multiple systems. Responsible for the annual test of the disaster recovery plan. Redesigned and updated the virtual call center tree to a skill-based routing system that drove volume to lower cost per incident means of support. Worked closely with the workforce management team to meet SLAs. Compiled and presented performance metrics at weekly client calls. Facilitated a service desk quality improvement team to manage quality and refine business processes. Participated in monthly quality calibration sessions. Technical Team Lead Apr 2010 – Jun 2015 Responsible for the supervision of up to 32 technical support administrators including managing performance, schedule adherence, technical competency, and attendance. Ran daily performance and schedule adherence reports and provided coaching to individual administrators where necessary. Compiled reports for weekly one on one meetings. Point of contact for escalated issues key to multiple service desk improvement initiatives including creation, revision, and restructuring of service desk knowledgebase articles, user acceptance testing for new system releases, implementation of a new ticketing system and implementation of a new skill-based call management system. Supported the front line agents as a subject matter expert. Coordinated and managed service ticket resolutions. Ensured appropriate staffing levels for all service desk functions. Provided status on all action items. Provided consistent quality customer service to both internal and external CGI clients based on service level agreements with the objective of improving service desk quality by studying, evaluating, and re-designing processes and implementing changes as necessary. Service Desk Email Specialist – Oct 2009 – Apr 2010​ Worked incoming level one service requests, access requests, and emails from external users in a timely matter to consistently meet or exceed service level expectations providing technical and navigational assistance to users all over the country. Created standard text documentation which was the basis for documentation currently in use. Service Desk Analyst Mar 2009 – Oct 2009 Supported incoming high volume Tier 1 technical and navigational support calls for multiple federal user systems. Frequently complimented for customer service and technical knowledge. Utilized as subject matter expert to assist new hires. Education: Sept 1991 - May 1996 University of the Incarnate Word - San Antonio, Texas 124 credit hours Major: Psychology Minor: Design Language Skills: English - fluently read write and speak Spanish - fluently read write and speak