Service delivery lead

Functional Experience: As Service Delivery Lead for a Service Desk and Monitoring team I am the primary contact for Spanish and English speakers. In charge of team numbers trying to reach;
*SLA´s (Established by stake holder)
*KPI´s (Established by stake holder)
       *OLA´s (Established by stake holder)
Managing IT projects and designing IT solutions to reach customer satisfaction. Part of my lead functions were the following;
*Manage team schedules
* Training´s- Internal tools 
* Setting Objectives
* Feedback
* etc.
As a Delivery Lead I am charge of ensuring that the service (Service desk Level 1 and 1.5 ) Executes the assigned activities as requested by clients end. Searching for Service Delivery excellence based on Company quality policies. Another role is to ensure that the expenses of the service are optimized using RPA automations. 
Tools: 
•	Internal Service Delivery Tools
•	Internal Training tools 
•	Kibana
•	Ui Path
•	Automation Anywhere 
•	Blue Prism 
•	Outlook
•	SAP 
•	Oracle 
•	Active Directory 
•	Azure CIS 
•	Oracle Cloud 
•	Microsoft packages
•	Service Now 
•	Remedy

Functional Experience: As the Lead for a global SAP Service Desk I am the primary contact for Spanish and English speakers. In charge of team numbers trying to reach;
*SLA´s (Established by stake holder)
*KPI´s (Established by stake holder)
       *OLA´s (Established by stake holder)
Managing IT projects and designing IT solutions to reach customer satisfaction. Part of my lead functions were the following;
*Manage team schedules
* Training´s
* etc.
As the Service Desk Lead, I traveled to client offices for KT sessions to create a structure for the project of a Service Desk. Here I obtained the processes of the Company that was providing support to our current client and I am currently in charge of proposing areas of opportunities and Gaps in the previous process. 

I provide reports for the Stakeholders as well as ensuring that the Operation runs as smooth as possible. 

Currently the Service Desk receives the incidents and distributes to the Consultants, but the Idea is to create a shift left process where the Service Desk Team can assist with basic functions. Currently the service desk manages Password resets, SAP vendor Creation, Master Data upload Revision, SAP SRM consultations and more managing an input of around 2000 tickets. 
Tools: 
•	Sap GUI
•	Service Now
•	Kibana
•	Ui Path
•	Outlook

As a leader, my duties are to ensure that operations comply with the OLA´s, SLA´s, KPI´s established by the stakeholder. This includes team management, schedule management, training, etc. Apart from operations, I also send monthly open ticket reports with an analysis of areas of opportunity to improve the service. 

As an agent;
* As part of the IT SD group, I am the main contact for Spanish and English speakers. I perform an initial TBS for most of the applications that are inside the Office package, PC problems (antivirus, updates, SW installation, etc.)
Other coworkers and I have other level 2 functions such as:
• Establishment of a static IP within the DHCP server
• Manage AD to grant permissions to users to shared drives
• Other internal functions of MS and Citrix
Tools:
•	Ticket management: BMC Remedy
•	Corporate Directory- Linked to Active Directory
•	Softphone SW: ODIGO
•	Others: Dhcp, Task Manager, corporate directory, active directory, Sophos safeguard, watchdoc (printer management) and others.

Functional Experience:	
	I assisted end users with im (instant messaging I mainly focused on Skype for business) applications for communication. I had direct contact with the app vendors and assisted with a migration of skype for business Trouble shooting. I was trained to read skype for business logs. I know how to trouble shoot cisco jabber. And the jabber video services with telepresence integration.  
	I also assisted with digital signage assigning channels and privileges for dmp´s. I assisted with WebEx meeting errors and troubleshooting for WebEx. 
Tools: Lync connectivity analyzer, Snooper for skype for business, jabber, skype for business, WebEx, TMS administrative tool for telepresence, Command Center HD for digital signage, 123rescue, WebEx admin center, Wireshark, Fiddler.
•	 L2 support Engineer for skype  
•	 L2 support Engineer for cisco jabber 
•	 L2 support Engineer for WebEx services (productivity tools, tp meetings etc.) 
             L2 support Engineer for digital signage (assigning permissions)

Titulo a nivel técnico. Preparatoria.