Alejandro Gaggino

As an IT Support Specialist and Team Leader with over 15 years of progressive experience, I have developed a proven track record in technical support environments. My focus on reducing resolution times and improving customer satisfaction metrics has allowed me to lead high-performing support teams effectively. I am skilled in ITIL-based service delivery, incident management, and help desk operations, with expertise in multiple ticketing systems including Jira and ServiceNow.

In my recent role as a Support Coach at Cloudbeds, I delivered expert technical support, resolving complex user issues and improving product adoption. I successfully reduced average resolution time by 50%, which directly improved user satisfaction ratings by 30%. My ability to streamline IT ticket resolution processes resulted in a 30% faster resolution time, enhancing the overall customer experience. I am passionate about process improvement and team development, which I believe are key to achieving operational excellence.

Throughout my career, I have consistently demonstrated my leadership capabilities by mentoring junior staff and implementing new systems that improve performance metrics. I thrive in environments where I can collaborate with product development teams to identify and address recurring technical issues, ensuring that we not only meet but exceed customer expectations.