Alejandro Fraga
@alejandrofraga
I’m an IT operations and enterprise support professional specializing in incident management, SLA compliance, and enterprise SaaS troubleshooting.
UruguayWhat I'm looking for
I’m an IT operations and enterprise support professional with 5+ years of experience across incident management, IT service desk, enterprise SaaS support, and quality operations. I thrive in cross-functional escalation environments where structured troubleshooting and calm coordination protect service continuity.
I’ve managed high-severity enterprise cases, coordinating with engineering and support teams to drive resolution while protecting SLA compliance. I document incident lifecycles, perform root cause analysis, and translate technical risk into clear business updates—so stakeholders always understand what’s happening and what’s next.
Beyond break/fix support, I’ve strengthened operational quality through QA reviews and coaching. At Alorica, I analyzed trends and delivered coaching/action plans that contributed to a 15% increase in overall team CSAT, partnering closely with operations and training leadership to improve workflows, resolution quality, data accuracy, and compliance.
In enterprise environments, I’ve supported Dynamics 365 CRM with Sev A and critical-priority incidents for Fortune 500 clients, maintaining 95%+ customer satisfaction while prioritizing complex portfolios and sharing resolution paths for continuity. I’ve also delivered L1 IT service desk support for thousands of users (access, remote support, diagnostics, and security-compliance workflows) and completed UKG Ready HCM enablement—turning business scenarios into configuration logic, workflow automation exercises, and implementation-readiness outputs.
Experience
Work history, roles, and key accomplishments
Completed structured enablement for UKG Ready HCM modules, including People Center, Onboarding, Workflows, and Accruals. Translated business scenarios into system configuration logic and workflow automation exercises, collaborating with Payroll, Integrations, Technical Support, and Implementation teams.
IT Service Desk - L1 Support Agent
Tata Consultancy Services (TCS)
Aug 2024 - Aug 2025 (1 year)
Delivered L1 IT service desk support to thousands of global ExxonMobil employees, resolving access, software, hardware, network, and internal application issues with minimal downtime. Handled account provisioning and security-compliance workflows, documented and escalated complex incidents, and maintained 95% customer satisfaction with clear technical guidance to business users.
Microsoft Support Engineer
Tata Consultancy Services (TCS)
Sep 2022 - Aug 2024 (1 year 11 months)
Managed high-complexity enterprise Dynamics 365 CRM support cases while maintaining SLA-compliant resolution across global environments. Supported Sev A and critical-priority incidents for Fortune 500–S&P 500 clients, sustaining 95%+ customer satisfaction through structured troubleshooting, cross-team restoration, and resolution documentation for knowledge sharing.
Quality Analyst Specialist
Alorica
Dec 2021 - Sep 2022 (9 months)
Conducted QA reviews for 20+ support agents against operational KPIs and customer experience standards, then coached action plans that contributed to a 15% increase in team CSAT performance. Partnered with operations and training leadership to improve workflows, resolution quality, data accuracy, and compliance reporting discipline.
Customer Support Agent / Peer Trainer
Alorica
Oct 2020 - Dec 2021 (1 year 2 months)
Managed 50+ daily customer contacts across written and voice channels while supporting 10+ operational queues and maintaining 96–98% monthly CSAT. Supported onboarding and operational training for 40+ new agents with real-time coaching and floor support.
Education
Degrees, certifications, and relevant coursework
Universidad de la República (UdelaR)
Law, Law
Completed 2 years of Law studies at UdelaR.
Universidad de la República (UdelaR)
Business Administration, Business Administration
Studied Business Administration at UdelaR (duration not specified).
Tech stack
Software and tools used professionally
Availability
Location
UruguayAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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