As a Major Incident Manager, I support the daily functions of the Command Centre Service, focusing on enhancing operational efficiency and incident resolution. My responsibilities include:- Assisting with shift handovers, monitoring incident updates, and analyzing priority issues to ensure swift action on incoming incidents from Service Desks.- Providing critical support during major incidents to maintain service continuity until normal operations are restored.- Accurately documenting communications and updates in incident tickets for accessible reference during daily briefings and escalations.- Adhering to IT Service Management (ITSM) processes for effective incident and major incident management, while fostering a culture of compliance within the team.- Utilizing monitoring and alerting technologies to proactively identify and address potential issues.- Collaborating with team leads to identify opportunities for continuous improvement and automation of administrative tasks, and reporting gaps in knowledge articles and the Configuration Management Database (CMDB).I am committed to driving operational excellence and ensuring the highest standards in service management.

As a team lead, I was dedicated to delivering high-quality results, fostering team collaboration, and driving continuous improvement in all aspects of operations and leadership. My responsibilities include:- Coordinate day-to-day operations to maintain high levels of functional expertise- Manage delivery across sub processes and meet key performance indicators- Identify opportunities for improvement and execute mitigation plans- Foster business relationships with customers and collaborate for process improvements- Host team meetings, provide feedback sessions, and coach associates- Ensure proactive performance management and communicate organizational goals- Collaborate with support groups for smooth project operations- Perform spot-check QA activities and ensure tasks are completed according to SLAs- Prioritize security for the team to protect data, people, and information

Experience• IT performance management, network administration and system security.• Experience with system installation, configuration and analysis.• Thorough knowledge of networks and cloud computing.• Excellent organizational and follow up skills.• Problem-solving aptitude.• Proficiency in English (both written and spoken). • Excellent communication skills.Responsibilities• Maintain and optimize company networks and servers.• Be responsible for device management.• Oversee data backup and system security operations (e.g. user authorization, firewalls).• Coordinate installations, upgrades and configurations of hardware and software.• Assess system performance and recommend improvements.• Resolve issues escalated by end users, technicians and engineers.• Provide support and guidance to other support groups.• Manage contracts with vendors (e.g. development platforms, telecommunication companies). • Develop IT policies and practices.

• Build and maintain properties under portfolio.• Contact clients via phone, chat and emails.• Manage properties within the different active areas.• Track and record metrics throughout customer support process.• Meet and exceed goals.• Understand and keep up to date with industry and competitive landscape knowledge.• Ability to approach problems logically and rationally.• Effective problem solving skills including decision making, time management and immediate prioritization of tasks.• Action oriented and self-disciplined.• Organized and detail-oriented.• Ability to quickly and effectively prioritize work time.• Ability to maintain composure in highly escalated situations.• Experience in property management or Airbnb.• Experience in CRM/ Project Management platforms.• Strong written and verbal communication skills.

• Daily sales reports and according to trends, make projections, and if necessary devise strategies to increase revenue.• Assist in the periodic processing of statistics, measurements and management indicators of the company.• Attend major incidents with national and international clients in all the areas of the warehouse.

• Supervise the implementation of marketing programs.• Special training to solve complaints from customers, so wecould avoid any kind of incident and support the client.• As I became the supervisor of my former colleagues, I realizedthat my discipline had to go higher, always leading by example.

• Personal attention to the to clients, (English and Spanish).• Provide information and updating the system database.• Sell memberships and return purchases.