Demonstrated experience with Incident Management.
Demonstrated experience with Technical Support.
Demonstrated experience with Customer Service.
Tata Consultancy Services
Improvement of processes related to ITIL, guaranteeing their monitoring and identifying areas of improvement., Review with the Global team the escalations and improvement of processes and services, following them until finding a solution, and guaranteeing its implementation., Single point of contact for the Latin America and North America region for all operational processes (Incident, Change and Release, Problem, Knowledge Management)., Conducted regular process audits to monitor compliance and identify areas for continuous improvement., Utilized data analysis and performance metrics to track the effectiveness of process changes and report on outcomes to senior management., Led cross-functional teams in the implementation of process improvements., Managed stakeholder relationships, gathering requirements and feedback to align process improvements with business objectives.
Tata Consultancy Services
Incident identification and escalation, coordination, and communication., Acting as the central point of contact, coordinating efforts with various teams (technical, service owners, customers, vendors, etc.) and providing clear communication about the incident and its resolution., Documenting the incident, its impact, and the resolution process, and leading a post-incident review to identify areas for improvement.
Tata Consultancy Services
Managed all aspects of IT Change Management as well as Release Management for a global client., Provided oversight and guidance to change management implementation teams, from the initiation of a change ticket to the post-implementation stage, offering perspective, recommendations, and course corrections., Actively monitored evolving change patterns, suggested adaptive practices, and empowered teams to deliver value while mitigating risks., Calculated risks and consequences of potential changes., Reviewed requests for change and evaluated their impact against available resources., Assisted and supported the change owners., Produced comprehensive change-related documentation., Facilitated training., Conducted exhaustive reviews of impending changes., Drove Change Advisory Boards to monitor, assess, review, and approve scheduled changes., Drove Release Meetings. Involved in planning, design, schedules, tests, deployments, and controls for Infrastructure and Software releases.
Computer Science
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Tata Consultancy Services
Responsible for overseeing and coordinating various aspects of Project Management for a Global Client, to ensure their successful completion., Defined project goals, created detailed plans, and established timelines., Allocated resources, including personnel, budget, and equipment., Led and motivated project team members, delegate tasks, and ensured collaboration., Facilitated communication among stakeholders, team members, and clients to keep everyone informed., Identified potential risks, developed mitigation strategies, and addressed issues as they arose., Monitored project progress, ensured quality standards, and made necessary adjustments., Provided regular updates and reports on project status to stakeholders, and management., Handled changes in project scope, schedule, and resources effectively.
Adecco
Technical Support analyst for Western Union. Responsible for handling and routing incidents of various priorities, and engaging specialized teams as needed., Analyzed different types of issues mentioned in the incidents, and drove them to resolution unless they required on-site support., Monitored the queue and assigned tickets to the team., Used excellent listening skills to obtain and note all information of customer issues, helping to solve problems more effectively., Asked customer in-depth and specific questions to better understand issues, find route causes and solve problems., Used remote access software to help fault-find and solve computer malfunctions virtually.
Compucom
Shift supervisor and technical support analyst for a global client.
