Jose Valmare Reyes

Managed triage and resolution of incoming incident and service-request tickets, ensuring accurate categorization, prioritization, and timely communication to stakeholders to achieve SLA targets. Coordinate escalations with L2/L3 teams and drive cross-functional collaboration to expedite fixes and prevent recurrence through root-cause analysis and knowledge-base updates. Performed proactive follow-ups to confirm resolution and uphold customer satisfaction; monitored trends and recommended process improvements to enhance first-contact resolution and team efficiency.

IT Service Desk Senior Analyst - HCLTech Inc.

(2025-01)

• Managed triage and resolution of incoming incident and service-request tickets, ensuring accurate categorization, prioritization, and timely communication to stakeholders to achieve SLA targets.
• Coordinate escalations with L2/L3 teams and drive cross-functional collaboration to expedite fixes and prevent recurrence through root-cause analysis and knowledge-base updates.
• Performed proactive follow-ups to confirm resolution and uphold customer satisfaction; monitored trends and recommended process improvements to enhance first-contact resolution and team efficiency.

New hire Team Manager - Sutherland Global Services

(2022-01 - 2025-12)

• Led onboarding and training for new-hire agents handling inbound technical support calls.
• Designed and delivered targeted coaching and one-on-one mentoring to improve KPI performance and pass rates.
• Monitored quality, handled escalations, and collaborated with supervisors to close performance gaps and reduce ramp time.

Customer Service Associate - Sitel (Foundever)

(2019-01 - 2020-12)

• Handled inbound billing and account support calls for a telecommunications client: explained bills, processed account updates, and resolved service issues.
• Provided detailed information on plans and services and performed targeted upselling to promote premium internet and TV packages.

High School - Moncada Catholic School (2011-01 - 2015-12)