1. HP Accomplishments
Alexander Camacho Padilla
27/05/2016
 I started workingsupporting AIO(LY,MA,T2,4L and4M) productsafter just1 month they
trained me Monochrome (8A andPQ) productline due to the results ofmy metrics.
 Became an alphatechnical agent duetothe excellent metric results.
 Assisted withall the follow ups for my team before RCTAT waslost.
 PMPI Winnerondifferent quarters.
 SharePoint creationforthe Stream (OOW) Cases
 Voice TeamFocal,Teamthat is in chargeofmaking HP a betterplace towork and arranged
meetingsandopen sessions with coworkerstogather info onhow we couldimprove HP and
the environment. Afterwards gatheredall the data and wentwith each towermanager to
proposean actionplanto make the improvements.
 SME BackupprovidinginternalsupportandtechnicalcoachingtoFLAswiththeircasesandissue
scenarios. Find the solution even for difficult cases using all resources like L2 / Tech Marketing.
 Became a Service Matter Expert (SME) within a year and a half of been on the floor.
 Analysis and Deep Dives for different Metrics: TCE, RCTAT, SNiC, NMU, SNiC NMU
 GlobalNewtonlead.Took many escalations.Arrangedmeetingswith the corporateleads of
Newton.Gave trainingsto all new hires onthe tool anddifferent departments usingnewton.
 Gave coachingandtechnicalmentoringtoagentsthat needed to improve their metrics1:1
sessions, providedthem withan action plan forimprovement.
 Printer’spresentationandtheirengine - created a training material usingpowerpoint
includingthe presentation ofeach one ofthe printer’s we supportwith their engine, product
line, pictureof the unit,possible tests we cando andCSR parts.
 Storm2.0 Focal,helped create a tool forcreating the cases notes andtitles in anorganized way
and accordingtothe processas it states it shouldbe.
 Helped with the projectof issue text standardization,thiswaywhenever wedo deep dives we
couldtrack eachcase by the issue using justthe title
 Created many TechnicalCommunicationssowecouldimprove the technicalaccuracy ofeach
agent and their handle time.
 Handle many escalationsofcustomerswantingto speak to secondlevel.