Maintain relationships with strategic client teams/internal departments across different sites of our strategic clients.Develop team skills to their maximum potential.Monitor and control the work team as needed.Channel strategic client requirements to IT, becoming the single point of contact.Facilitate communication between IT departments and internal/external clients.Generate managerial reports for internal and external clients.Provide commercial and technical support for projects, audits, and client initiatives.Expedite the resolution of problems and incidents.Seek improvements and optimization in IT processes, reports, and communication.Monitor SLAs, progress of initiatives, projects, etc.

Technical Writer in the Incident Management area for Ibero Latam, responsible for providing technical information to Teleperformance operations and subsidiaries regarding internal incidents affecting direct and contractual service delivery, reviewing technical details related to Networks, Telecommunications, and Infrastructure.

Incident Management Analyst for Colombia, Guyana, and Peru, providing internal support to campaigns and personnel areas with specific needs and general faults affecting their management. Offers technical support at level 2, troubleshooting network and telephony issues using various tools such as PUTTY, winMTR, Wireshark, TSAPI testing, remote desktop, knowledge in Active Directory, VPN/DNS/VLAN/IP/AD/SIP/VOIP, PBX, ACD, CTI, Avaya, NICE Engage, and Callcopy. Handles escalations internally and with external clients, Service Desk Management, and Customer Service.

Help Desk Analyst in Colombia, Guyana, and Peru, providing support through various communication channels such as phone, chat, and corporate email to campaigns and administrative areas.

Responsible for delivering reports, weekly and monthly presentations supported by databases, strategic communication medium for the team, providing lateral support to different work areas, and customer service.