David Hernandez

Continuous Improvement professional with 8 years of experience turning operational data into measurable process improvements, including a 20–30% reduction in recurring incidents and recognition as Process Controller of the Year for a permanent process fix that eliminated a costly recurring failure. Skilled in root cause investigation, KPI/SLA management and Pareto analysis, translating operational metrics into corrective actions and redesigned processes. Additional experience in team leadership and coaching, applying the same data-driven approach to people management.

Service Desk Expert – Level 3 at Fujitsu Consulting S.A. (2022-02 – 2023-04)

• Reduced recurring ticket volume by 20–30%, measured across high-volume incident categories, by analysing operational data to identify recurring patterns, conducting root cause investigations, and implementing process improvements and technical workarounds.
• Improved service quality and efficiency, measured by updated support procedures, by translating incident trend analysis into revised processes.
• Coordinated cross-functional troubleshooting and solution design across retail and corporate accounts, measured by faster resolution in technical review meetings, providing Level 3 escalation support to Level 1 & 2 teams.

Fujitsu Sense & Respond Champion – Bronze Certified at Fujitsu Consulting S.A. (2016-03 – 2022-08)

concurrent with above roles

• Investigated recurring operational problems and prioritised improvement opportunities, measured by consistent inclusion in improvement reviews and improved handling-time metrics, by applying Pareto analysis to operational data and streamlining support guides – an approach aligned with ITIL continuous improvement practice.
• Extended the reach of the continuous improvement methodology, measured by peer adoption, by serving as Sense & Respond Trainer and coaching colleagues on root cause analysis and corrective action practices.
• Reduced manual processing time on recurring documentation and reporting tasks, measured by faster turnaround on repetitive updates, by designing and implementing AI-assisted automated workflows using ChatGPT.

Team Manager at Fujitsu Consulting S.A. (2020-02 – 2022-01)

• Achieved annual SLA and KPI targets, measured through dashboard-based performance monitoring and data analysis across multiple ticketing systems, by identifying performance trends and translating them into corrective actions.
• Led a multi-agent team, measured by consistent SLA/KPI attainment, by managing scheduling, resource allocation, coaching and onboarding.
• Owned end-to-end operational reporting and payroll data entry via SAP time-tracking, and led metrics and escalation review meetings with stakeholders, measured by consistent achievement of response time and downtime targets.
• Strengthened team capability, measured by successful onboarding and development outcomes, by delivering structured training as Account Trainer and Sense & Respond Trainer.

Level 2 Support / Process Controller at Fujitsu Consulting S.A. (2018-06 – 2020-01)

• Designed and implemented a permanent process fix for a recurring failure, measured by full elimination of a costly recurring error and significant cost savings, by conducting root cause investigation and engineering a workaround – recognised as Process Controller of the Year, the organisation's top-performing Process Controller.
• Maintained strong KPI and SLA performance, measured through Quality Assurance reviews, by managing escalated incidents, advanced troubleshooting and Major Incident coordination.
• Reduced recurring operational problems, measured by fewer repeat escalations, by investigating root causes and translating findings into corrective actions across retail client accounts.

Front Desk Agent at Fujitsu Consulting S.A. (2015-09 – 2018-02)

• Guided end users by phone through troubleshooting steps – including password resets and Active Directory account support – for hardware, software and Office 365/email issues, measured by cleared ticket backlogs and SLA-compliant resolution times.
• Surfaced early recurring-issue trends, measured by improvement opportunities flagged to technical teams, by identifying patterns across incoming support cases.

English Instructor at Freelance (2023-12 – Present)

• Sustained client retention, measured by ongoing bookings and progress milestones, by designing personalised instruction plans and managing scheduling and communication.

High School Diploma in General Studies – Norma Steinvorth High School