Fernanda Fallas Email & Phone Number

Costa Rica

Heredia, Costa Rica

• Provide end user technical support to all onsite and remote associates via remote support tools, phone or in-person• Triage, process, communicate, escalate and resolve all assigned tickets through the IT helpdesk ticketing system• Maintain and process associate status changes of user accounts and computers within Active Directory and archiving of user data• Setup and configure new Windows desktop/laptops or mobile devices for new hires and upgrade existing equipment with data migration• Support and troubleshoot all video and audio conference systems• Hardware troubleshooting that includes workstations, mobile devices, network hardware devices and peripheral devices (printers, keyboards, monitors, mouse, etc.)• Install, configure and support all enterprise application such as Office365 (Outlook, Word, Excel, SharePoint, OneDrive, Skype), SolidWorks, Adobe Creative Suite, etc.• Follow all proper company and IT procedures related to processing all incidents and changes within the IT environment• Participate in departmental meetings and assigned projects or tasks by IT management• VPN and Citrix daily Support.• Performs other duties and responsibilities as assigned

Ultrapark 2

-Provide remote support to employees with technical issues.-Maintaining System issues tracker, delivering daily reports for all the users.-Troubleshoot and resolve Software and Hardware issues.-Maintaining of inventory devices, passwords, accesses for all the users.-Responsible for timely resolution of problems.-Perform workstation installations, configurations, upgrades, and basics repairs.-Creating, Modifying, and deleting user accounts.-Maintaining System issues tracker, delivering daily reports.-VPN and Citrix daily Support.-Follow-up to the procedures in place for the resolution of incidents received.

-Managed a team of 20 agents across multiple shifts, responsible for 1:1 desk coaching, Pip’s, PoA if needed.-Support daily functions as System issues monitoring, aux usage, Workforce daily report, absence -Lateness-termination reports.-Weekly performance evaluation with feedbacks, refreshers or disciplinary action if needed.-Weekly QA Audits using Salesforce.com-Maintains Target levels of KPI performance required by the client asSLA, AHT, KCI, FCR by conducting team meetings with staffmembers.-Responsible for creating daily weekly, and monthly agent’s payroll reports as lateness, sick leaves, VTO, OT.-Responsible for any upcoming events, changing, adding, removing, and modifying segments in agents schedule with Workforce team.

Afz

-Email Monitoring, Inbound -Outbound calls, Part Ordering with SAP.-Scheduling services between HP Engineers and Customer with high qualify companies such FOX, Facebook, HP.

Cybersecurity

Computer Engineering

Advanced Excel

Advanced English