David Ojeda Email & Phone Number

Buenos Aires Province, Argentina

- Web content management- Sitecore admin - Google Cloud Console and GA4 API- Power BI and Google Analytics- Identified and resolved problems through root cause analysis and research.- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.

Ciudad Autónoma De Buenos Aires, Provincia De Buenos Aires, Argentina

- Built and maintained relationships with clients to provide ongoing support.- Conducted workplace compliance training to reduce liability risks and operate effectively.- Improved processes by recommending operational changes.- Trained new and existing employees on customer service best practices to improve overall customer handling skills.- Gathered and analyzed customer feedback to inform product and service improvements.- Advise internal clients on the implementation of technologies and tools necessary for the development of their business.- Develop solutions to automate/improve customer processes (E.g. Power BI, SharePoint, Nintex)- Facilitate & Support local businesses in Proof of Concepts and pilot use cases- Drive business change to take advantage of digital technology- Work with business/capability teams to prioritize/execute plans- Coordinate change control timelines and approvals with business lines- Create incidents/requests and ensure satisfactory fulfillment (Service Now)- Communication and Escalation (Coordinate site IT Communication and First-escalation point when customers flag operational issue with IT units)

Buenos Aires, Argentina

- IT problem-solving focal point for Argentina and Uruguay- System Administrator (Active Directory, McAfee Endpoint Encryption, Citrix, Cisco Unified CM Administration and SharePoint,).- Implementation and administration of Videoconference Rooms- Responsible for providing bilingual support with global solution centers and third parties- In charge of resolution of tasks related to user problems as well as determining possible solutions and corrective implementations- Responsible for the inventory of assets of the organization, software and corporate systems- Responsible for the maintenance of licenses and service agreements with software and infrastructure providers- Creation of sites and provisioning of users in SharePoint- Management of user access to applications hosted internally and externally on Reinsurance systems- Responsible for coordinating the report to other units, as well as escalating incidents to the corresponding units.- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.- Monitored systems in operation and quickly troubleshot errors.

- IT Contact Center Lead for Visa, MasterCard, and American Express.- Platforms Administrator such as Genesys, Avaya, and HP Service Manager.- Microsoft SQL Server 2008 R2.- Crafting compelling HTML/CSS email campaigns for customer engagement.- Supervising the implementation of alternative channels within banking agencies.- Managing diverse systems including AS400, Ultimus Workflow, Umbraco (CMS Content Management), Cisco, and Polycom Videoconferencing.- Leading and executing large-scale IVR services implementation projects.- Ensuring the certification of functional requirements and facilitating seamless application and production passes as a dedicated Test Analyst.

- Analyzing and fulfilling requirements received from the Help Desk.- Installing and configuring various operating systems and programs, including Windows XP, Windows 7, Windows Server 2000, Windows Server 2003, Windows Server 2008, AS400, Microsoft SQL Server 2000/2008, Crystal Reports, Postillion Office/Realtime, Peregrine Service Center, HP Service Manager, Customer Interaction Center (CIC), IBM Rational Software, Ultimus, Microsoft Visual C++, Visual Basic, Microsoft System Center, Macromedia Suite, Acrobat, and more.- Validating and managing equipment repairs with suppliers, providing detailed technical problem diagnoses for equipment such as HP, IBM, Lenovo, DELL, IMAC, printers (Datacard, HP, Lexmark, Canon, Sharp), as well as banking devices (Qmatic, Checker Dispenser, and ATM).- Supervising and supporting videoconferencing equipment from CISCO, Polycom, and Sony.- Monitoring and maintaining computer systems.- Promptly informing the Supervisor about any unusual incidents that impact the quality or availability of IT services.- Identifying recurring problems and proposing actionable improvement measures.- Providing user support and solutions through telephone, remote assistance, and on-site visits.- Overseeing the operational management of 400 workstations, a bank branch, a Contact Center, a Polycom Videoconference Room, IT laboratories, and coordinating continuous training (Training) initiatives.