Service desk manager middle

-Supervised agent group (8-12 agents).
-Overall support to other agent groups (we are all a team!)
-Metrics reporting.
-Customer service assurance.
-Agent groups management in training stages supporting them with their tickets.
-Implemented motivation strategies during training stages to reduce attrition.
-Audited agent calls, coached and provided feedback to help develop their skills.
-Take and make supervisor calls in escalated situations.
-Performed previous role activities if call volumes where high.

-Managed customers via inbound English calls (call center).
-Provided technical support to customers with network/internet and voice incidents as primary objective.
-Product Activation.
-Account management.

Service Desk Team Lead Activities:

-Tier 1 and Tier 2 technical support for Mexico, Brazil, Argentina, Spain and Portugal using ITIL practices.
-Incident management.
-Request management (network and email accounts, voice, applications, change control, ad modifications, etc.).
-Knowledge base management.
-Audit Latin America and European team calls and tickets.
-Metrics reporting.
-Provide feedback and coaching for team members.
-Voice Administration.
-Mobile Management.
-Print Administration (uniFlow and PrintEvolve).
-AD Group Modifications.
-Meeting apps (Webex, Skype, Microsoft Teams).
-Vendor contact for service management and support.
-Annual expenses budget planning for IT department support.

Applications Support Activities:

-Tier 3 technical support for Mexico and Brazil.
-Database and applications administration (QAD, Achiever, SCL, APSI, LevinAssets, REC).
-Access Administration.
-Change control and program compilations.
-Project support.
-Sharepoint Designer (PowerApps, workflows, Infopath, sites, apps, pages, libraries, permissions, etc.).

Licenciatura en Arquitectura