As Duty manager I am responsible for conducting critical incidents for resolution. The role requires to facilitate and streamline the progress of the incident to get the service reestablished as soon as possible in order to mitigate the impact to customers by:• Leading and taking ownership of the crysis situation during conference calls, engaging and conducting all required resources to determine a permanent fix or to apply workarounds to the incidents.• Managing to keep customer regularly informed since when I acknowledge and assume the incident, asking the required information and clarifying the impacts, bringing the necessary stakeholders together, setting clear and accurate expectations and clarifying the next steps and timescales, until the issue is completely resolved.• Escalating maintainers, suppliers, 3rd party partners, internal and external teams.• Monitoring all incident queues and engaging/ routing/ assigning/ contacting, following up and escalating the pertinent resolver groups to guarantee the most efficient and effective actions.• Serving as the main point of contact for the management team in terms of operational matters and working in close collaboration with the highest executive level stakeholders across different geographies.• Establishing and maintaining brilliant relationships with technical, accounting, delivery, third party suppliers, resolver teams, stakeholders and customers.• Representing the Operations Center for escalation, troubleshooting, problem solving and major incident management purposes.• Corroborating that KPIs and quality metrics meet the expectations and the standards previously established.

• Worked on CISCO COLLABORATION environment technical troubleshooting.• Performed advanced troubleshooting, administration and changes of Cisco VoIP devices such as CUCM, Unity Connection, Call Manager Express, Cisco Media Gateways, Cisco Gatekeepers and its interoperability with 3rd party ones.• Served as the team focal point for critical and escalated matters, responsible for resolving customer critical issues, and analyzing problems and outages.• Designed to new customer contract transition project. A cooperative project which involved meetings and activities performed along project, contract, delivery, inventory, accounting, change, and customer success teams.

• 1st and 2nd level troubleshooting for LAN, WAN and VOICE environment.• Data and Voice teams’ queues management and its critical cases and escalations.• Guarantee that incidents were handled accordingly, meeting customer’s expectations, focusing in KPIs, SLAs and weekly incident review conference calls with customers.

• Provide triage and initial troubleshooting diagnosis for incidents for both LAN and WAN environment.

• Worked in incidents and problems for IT service management, network security and IT services operations, enabling and scheduling vendors/ field services operations for local checks and technical troubleshooting.• Attended projects and initiatives to improve the services toward best customer satisfaction and experience.• Implementation and management of fault reporting and administration of the monitoring tools.• Escalated the support teams according the respective escalation matrix flyer until get a permanent solution determined within the SLAs contracted.• Tools: ITSM, Remedy, Service Now, Maximo, Expedio, NGSD, SAP, Windows and Linux Servers, MS Virtual Machine, ERP, Databases (Oracle, DB2), Lotus Notes.

• Helped students to learn and develop listening, writing, reading and speaking skills in English, encouraging them to be independent and self-taught, with the intention to have them familiar and better prepared for academic assessments and business and professional matters.

• Expertise in Finance, accounting, equity, treasury and covenants.• Direct contact with customers to keep their trust in the products and services.• Responsible for creating and file annual and quarterly Inventory, buying, sales and operations planning reports to better understand the activities, profits, positives and points to be reviewed.• Active participation in ongoing processes, such as invoicing, payments and collections and its controls relating to their business activities.• Answered phones, greeted customers, made appointments, filed paperwork, performed data entry, scanned documents and received and sorted mail.