• Supervise Helpdesk support staff daily activities ensuring timely and professional delivery of technical support for all the services provided, in order to meet SLAs & KPIs and ensuring team goals and contractual commitments with the client are met. • Plan, organize, and direct the work of Helpdesk support staff; schedule shift coverage, evaluate and document performance and recommend disciplinary action when necessary; and review staff work for accuracy and timely completion of… Show more • Supervise Helpdesk support staff daily activities ensuring timely and professional delivery of technical support for all the services provided, in order to meet SLAs & KPIs and ensuring team goals and contractual commitments with the client are met. • Plan, organize, and direct the work of Helpdesk support staff; schedule shift coverage, evaluate and document performance and recommend disciplinary action when necessary; and review staff work for accuracy and timely completion of assigned duties.• On Nov and Dec 2022 travelled to Manila to provide Technial training and assisted with knowledge transfer to the new team due to business transition to Philippines. Show less

• On Dec 2019 was responsible of Knowledge transfer for new client, traveled to main Microsoft Campus (Seattle) and to former vendor offices to gather information to build training material and outline for trainings in Costa Rica offices• Be the technical point of contact between GHD and engineering teams in order to capture information/knowledge to be transferred to tier 1 agents.• Engage with tier 2 and tier 3 teams whenever a spike/trend is identified to raise awareness and… Show more • On Dec 2019 was responsible of Knowledge transfer for new client, traveled to main Microsoft Campus (Seattle) and to former vendor offices to gather information to build training material and outline for trainings in Costa Rica offices• Be the technical point of contact between GHD and engineering teams in order to capture information/knowledge to be transferred to tier 1 agents.• Engage with tier 2 and tier 3 teams whenever a spike/trend is identified to raise awareness and triger problem management and service desk improvement efforts Show less

• Work side by side with the Client in order to assure that Processes and Technical information is accurate, up to date and distributed correctly between the service desks in all the regions.• Coordination and collaboration between Transition and Transformation team and new Service Desk opened for the client in all the different regions (LATAM, EMEA, APAC)• As main project, Traveled to Phillippines to conduct trainings and do Knowledge Transfer during 1 month for Transition of… Show more • Work side by side with the Client in order to assure that Processes and Technical information is accurate, up to date and distributed correctly between the service desks in all the regions.• Coordination and collaboration between Transition and Transformation team and new Service Desk opened for the client in all the different regions (LATAM, EMEA, APAC)• As main project, Traveled to Phillippines to conduct trainings and do Knowledge Transfer during 1 month for Transition of the Client Main Service Desk from CR to Manila. Show less

• Ensure operational excellence by monitoring key metrics (SLAs & KPIs) and ensuring team goals and contractual commitments with the client are met. • Recognition of trends and proactive triggering of problem management and service desk improvement efforts.• Monitor the queue boards, agent availability, SLAs, Chat and Web queues daily in order to guarantee the proper Service Desk Functioning.

Worked in the position of Technical Solutions Consultant for the Metlife Account in DXC Technology. As part of the role, I had to assist Metlife employees vía phone with technical questions, inquirys, Mid-level Troubleshoot to their computers, always making sure of providing resolutions in a timely manner. Assisted on issues as Office platform, VPN, accounts, Windows errors, hardware, etc.

Worked as a Contractor and then hired directly by HPE/DXC in the position of Technical Solutions Consultant for the Metlife Account in DXC Technology. As part of the role, I had to assist Metlife employees vía phone with technical questions, inquirys, Mid-level Troubleshoot to their computers, always making sure of providing resolutions in a timely manner. Assisted on issues as Office platform, VPN, accounts, Windows errors, hardware, etc.