Andrés Rocha Email & Phone Number

Bogotá, Bogota, Co

Bogotá, Capital District, Colombia

Gather, analyze and transform business data into meaningful information for decision makers with the objective to understand the performance, identify patterns, trends, and improvement opportunities. Work with specialized tools and software to extract data from multiple sources, clean data, analyze it, and create visualizations in the form of reports, interactive dashboards, and graphical visualizations. Provide recommendations based on findings.

Bogotá, Distrito Capital, Colombia

Analysis, and deployment of incident management models to control, report and testing issues on Android applications and web platforms, set up and use for CRM tools as Jira and Zendesk.Behavior Analyst of mobile applications and cloud platforms used as software as services. Determinate possible bugs on incoming apps versions using beta testing versions in development prior to release of public builds and floor support to Tier 1 Advisors as escalation Specialist.This by doing a step-by-step review microservices (Logs), application usage flow to find inconveniences in the options and determine if the root cause of the inconvenience is due to design, infrastructure, or client device, search for user data such as products , transactions and services associated with accounts through results in SQL databases.Make reports focused on the sampling of impacts generated in the inconveniences reported by users in their interactions with technical support, for the implementation of solution alternatives in the first contact, either through hotfixes or updates generated by the development team. This taking into account ITIL 4 incident management models for the corresponding prioritization of the solution of incidents or emerging errors.

Analysis, and deployment of incident management models to control, report and testing issues on Android applications and web platforms, set up and use for CRM tools as Jira and Zendesk.Behavior Analyst of mobile applications and cloud platforms used as software as services. Determinate possible bugs on incoming apps versions using beta testing versions in development prior to release of public builds and floor support to Tier 1 Advisors as escalation Specialist.This doing a step-by-step review microservices (crash logs), application usage flow to find inconveniences in the options and determine if the root cause of the inconvenience is due to design, infrastructure, or client device, search for user data such as products , transactions and services associated with accounts through results in SQL databases.Make reports focused on the sampling of impacts generated in the inconveniences reported by users in their interactions with technical support, for the implementation of solution alternatives in the first contact, either through hotfixes or updates generated by the development team. This taking into account ITIL 4 incident management models for the corresponding prioritization of the solution of incidents or emerging errors.

Bogotá D.C., Colombia

Technical leadership position, whose responsibility is to keep the operational knowledge update and aligned to share with trainers, staff members and advocates on new products and high complexity technical cases, supply to LATAM Microsoft Customer services operation the technical support guidelines provided by international Tech leads from the company. Create strategic business plan to facing launch of new product, changes of customer support model and new kind of service agreements, this to generate greater technical effectiveness focus in the customer service for accurate technical solutions at firs contact. Creation of codification standards per kind case to identify possible operative lack of knowledge and generate reports to review impacts in the operational metrics with action plans to improvement the times for resolution.Constant development for knowledge, soft and communicative skills for the staff in charge using coaching strategies, to guarantee the process effectiveness and achieve global optimal results for the campaign and his operational metrics.

Bogotá D.C., Colombia

Trainer for technical support advisors for Microsoft software and services. Leadership to team in training developing soft and technical skills for customer services, so much as phone, social networks and chat support interactions. Coaching for behavior and technical knowledge for advocates in training to promote and improvement agent performance. make recurrent knowledge test with real scenarios to measure the topics understanding.Design environments and didactic material to learning tools use, technical process and service agreements. Explain how to apply the quality standards on every customer interaction. Management of reports regarding to the performance of the agents during and after training. Work with recruitment creating the technical profile requirements for new advocates in the company and make interviews for the selection process

Bogotá D.C., Colombia

Technical support specialist for Microsoft software services and products on voice and writing channels, also mail and social media Customer support channels.Supply technical support on Windows and Mac OS environments using remote desktop connection tools, technical and soft skills communication during customer interactions, perform technical support process to solve issues regarding to download, install and activate software, post sales support and loyalty customers. Compliance of the KPI according with the metrics required for the line of business.

Bogotá D.C., Colombia

Management, computer rooms inventory and maintenance, software installation, upgrade and testing for web development an graphic design. Room computer facilities supervision.

Bogotá D.C., Colombia

Direction and logistics of concerts.

Realizador De Medios Audiovisuales Y Multimedia, Digital Arts

Activities and Societies: Semillero de investigación sobre video juegos y narrativas hiper textuales. Cine, tv, diseño web, diseño sonoro.

Impresor Serigráfico, Medios Impresos

Impresión sobre textiles y demás tipos de sustratos.

Productor De Audio Digital, Audiovisual Communications Technologies/Technicians

Producción de audio mediante software de grabación y musicalización (Reason, Protools entre otros...).