Alajuela, Costa Rica
Providing first level support for incidents and requests for End Users on MAC, Windows or Google environments using a variety of Software and Standard Applications. The range of support includes issues and assistance in Software package installation and configuration on a variety of type of Hardware (e.g. laptops, desktops, tablets, phone, printers, network infrastructure, etc.) up to Standard applications such Touchpoint, WebEx, Google platform and so on. Providing an excellent customer experience on all available support channels for End Users. Giving my best to represent the End Users’ needs and issues, escalate situations as required. Keep users informed on the status of their request and guide for their best satisfaction and productivity. Participated in cross-functional team to determine best solution for automated metric input into live database. Efficiency Squad Member, One IT Mentoring Program and Chat support
Leading across a variety of multi-national projects. Escalation management. Manage and Supervised, coaching and mentoring the Security Client IT team. (This included PEP´s, and improvement plans, schedule exceptions, etc.) Motivate and support the team. Foster accountability and responsibility. Work closely with line managers to set clear and measurable objectives for the team and the global stakeholders. Ensure adhesion to SLA’s by a strong focus on automation and service improvement, working together with Desk side support IT, Endpoint Management Security Services Other Global Operations teams, and others as required. Backup and Storage administrator, Administrator and Support the Client installed base and Active Directory
IT support and technical support as Adobe CQ Author for the Intel website and developers of www.Intel.com. Hardware and software maintenance and technical support.
Planning Resource Requirements, Defining service goals: Service level, ASA. Calculating average, handle time, the relationship between workload and staff, calculating staff workload, Techniques for determining staff requirements.