Service Desk Manager/DeliveryLead a team of 40+ Nearshore/Offshore Service Desk associates.Managed the Delivery of Nearshore towers (MIM-PM-Telecom-ServiceNow).Responsible for driving a team to achieve SLA and KPI results.Designed and implement new process improvement actions.Prepare and present performance results for MBR & WBR meetings.Coordinate support teams for shiftleft opportunities to Service Desk.Result revision with Shift Leads to define daily and weekly improvementactivities.Handle sensitive escalation issues and conflicting/competing priorities.Communication with internal teams HR-TAG-RMG-IT.Responsible for administrative activities for all Nearshore towers

• Part of the account transition.• Communicate with internal teams for ODC set up.• Resourcing selection for 24/7 support in different languages to support US-Canada-LATAM based users.• Coordinate with IT equipment allocation for new joiners.• Trained first waves of new joiners for SD L1 support.• Responsible for driving a team of 40+ associates to achieve SLA and KPI results.• Participate in scrum calls to identify service improvements activities.• Active communication with support teams for shiftleft and automation opportunities.• Prepare and present performance results for MBR & WBR meetings.• Handle sensitive escalation issues and conflicting/competing priorities. • Create and update SOP based on process changes.• Active communication with knowledge management to maintain knowledge base updated.• Active communication with Change and Problem Management for changes possibly impacting operations.• Result revision with Shift Leads to define daily and weekly improvement activities.

Service Desk Shift LeadManaged a diverse team of 15 Service Desk Analyst providing 24/7 support to a US user base.Developed and implemented training program elevating team expertise.Performed quality evaluations of Help Desk services and designed programs for continuous service improvement.Provided technical expertise to team when needed.Monitored progress toward goals.Spot-checked work to ensure Help Desk Staff were knowledgeable and courteous.Provide daily, weekly and monthly performance reports management.Follow up on Incidents escalations and developed service improvement processes.Active communication with support teams to detect shift left opportunities.Part of the selection process for new joiners by selecting and interviewing possible candidates.

Service Desk AnalystProvide 1st level technical support to hospital employees.Diagnosed and troubleshoot technical problem with applications, hardware and access related issues.Remotely installed and configured Windows PC and installed Operating systems to client equipment.Provided support to customers using Microsoft applications and services for programs including; Word, Excel, PowerPoint, Outlook, OneDrive and Teams. Experience with:Windows, Microsoft, Outlook, Teams, Remote Connection, VPN, Oracle, IBM Main Frame, Skype, Printers and Scanners, Active Directory, Splunk, Software Center, Intune, OKTA, Jira, Service Now, LogMeIn, VMWare, Citrix.

Quality Assurance Coach Develop a team of 30 associates by monitoring live and recorded calls interactions. Weekly feedback sessions to ensure consistency and achievement of client guidelines.Facilitate New Hires CSR process and quality guide lines training.Served as a mentor for newly trained Customer Care Representatives.Served on a special project to create strategies to attack project red modes.Responsible for weekly and monthly performance reporting visibility.Served as Quality SME/Mentor for newly quality coaches.