Arturo García Márquez Email and Phone Number

Risk mitigation and compliance-support functions for corporate and retail locations.Reporting & Automation.

Senior Technician within the Global IT Support Team. Point of Contact for complex cases within the HelpDesk and particularly keen to virtual machines (VDI) support issues. AWS-Cloud Practitioner certified.

Analyst for TSI (Technology Services International) Service Desk in the LatAm region.Auxiliary Focal Contact for our markets in Colombia, Ecuador & Peru.Assist in ensuring a smooth and efficient transition from regional markets into TSI centralisation.Processing and cataloguing of all requests and incidents due to Service Desk centralisation (merging all previous Service Desk's into one country) in order to standardise procedures (due to the fact AT&T bought DirecTV.)Due to the above, fulfilling multiple roles within sector in order to satisfyingly achieve required objectives in a demanding, fast-paced environment.Working additionally with a sub-team from our sector in order to create an internal Information Storage & Management site as a side-project Volunteering at least once a month for Corporate Social Responsability (RSE in Spanish) events.

Level-one support for the American Market (North, Central and South America); Contingency support for the European Union, Asia (especifically Japan & Thailand) and Oceania (Australia).Analysed cases, solved if within group's scope, otherwise ensured all criteria was met in order to transfer the request/incident to the corresponding Level 2 groupAchieved a 97% satisfaction rate on phonecall contacts (according to internal QA evaluations)Assisted in Mexico's & USA's Service Desk transitionReached high First-Contact-Resolution level for cases within our group's scope whilst keeping a low 'reject' rate for wrongly assigned cases by following Tenaris' guidelines and investigating in their intranet when no information was provided

In-Shore Operations.