• Responsible for the planning, mapping, hiring set up and execution of the internal Service Desk in Align Technologies• Accountable for ITSM P1/P2 severities, to open initial bridge and business impact assessment• Responsible for ITSM Global Communications during downtimes and upgrades, and communication of QA Corrective campaigns via Chat Bot• Accountable for IT Portal design and new Virtual Agent • Responsible to create meta data and accountablet to revamp KBs in order to feed Chat Bot• Responsible for management of supervisors, internal users and/or Service Desk Agents• Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, such as process automation and optimization• Receives assignments in the form of objectives and determines how to use resources to meet goals• Adheres to processes and operational policies in selecting methods for obtaining solutions• Establishes and administers schedules. Team Goals and performance requirements while adhering to budget responsibilities• Responsible to discover opportunities to improve CX Experience in ITIO Processes

• People management responsibility for a medium size team including development and training.• Set team goals, objectives, strategy, monitoring daily, weekly, and monthly metrics and performance.• Serve as a liaison with our internal customers, communicating trends and resolving related issues jointly.• Establish daily priorities and manage workflow so as to ensure that timeliness and quality standards are met.• Assist in audit and compliance efforts for department.• Monitor daily service levels for customer inquiries relating to the P2P and Sourcing processes received via both telephone inquiries and emails and modify resource responsibilities accordingly.• Participate and assist in coordination of service meetings with key country partners.• Ensure consistent communication with the customer base identifying and assisting and remediating any service issues.• Identify improvement opportunities within the Service Desk environment and work with the overall team to drive change to improve efficiency and service.• Support the handling of customer calls, emails and tickets when appropriate based on service levels, coverage and status of management escalations.• Addresses variable issues with customers and utilizes service skills to resolve.• Make evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents.• Applies good understanding of how the team and area integrate with others in accomplishing the objectives of the sub-function / job family.• Deals with most problems independently and has some latitude to solve complex problems.• Manage and report on the performance of the function utilising key performance indicators (KPI-s)• Ensure that all the relevant policies are applied, built into the daily processing and shared with the staff

• Serves as a primary escalation point for all operational issues. • Ensures that all targets and SLA’s are met.• Communicates all customer related issues to the support team.• Continuous communication with the customer to all software product related issues or concerns.• Manages customer expectations.• Makes sure that support teams are meeting the goals and expectations that have been set with the customer.• Provides accurate and timely communication to all applicable parties on any customer support issue.• Takes ownership, reports and resolves any issues caused by the software product support team.• Attends regular operational and business review meetings. • Participates in reviewing processes and workflow to diagnose areas for improvement.• Works with all parties involved on escalated customer support issues.• Assists in training of new processes, procedures, and tools.• Collaborates with HR and Operations departments on customer support issues.• Builds and sends updated reports to management team (Site Manager, Global Operations Manager, Office Manager, etc.) as required.• Designs and improves business processes.• Handles, monitors, coordinates, and manages all escalated cases.• Proactively proposes improvement plans where gaps are noticed.

Accountable to set up internal Service desk that was migrated from Costa Mesa California to Costa Rica. Responsible to resolve complex issues as SME for all employees across the company. Part of my journey included Unix Admin role for Cheetah Mail division and to monitor NOC Center over the weekends.

Responsible for Service Desk Activities in Procter & Gamble in the pharmaceutical division; mainly act as the escalation point for complex scenarios and diagnose root cause, technical coaching, Remote Support training, Follow the sun, Chat Support.Accountable as a Project Manager for PC Refresh and HW migrations for over 2K Employess in Denver Colorado, Atlanta and Los Angeles California.