Isaac Vargas Cobar Email & Phone Number

Heredia, Costa Rica

Subject Matter Expert Service Desk BranchOversee the activities of all Branch service desk staff around 20 employees, to ensure delivery of excellent customer service and resolution of incoming issues. Provide guidance and troubleshooting assistance for staff, handling escalation issues. Support as a Backup as needed in maintenance, communication, resolutions in IT specifically cloud, desktop, software product (Teleview, Concierge, Eclipse and other) and other App… Show more Subject Matter Expert Service Desk BranchOversee the activities of all Branch service desk staff around 20 employees, to ensure delivery of excellent customer service and resolution of incoming issues. Provide guidance and troubleshooting assistance for staff, handling escalation issues. Support as a Backup as needed in maintenance, communication, resolutions in IT specifically cloud, desktop, software product (Teleview, Concierge, Eclipse and other) and other App issues.Supporting process best practices and quality improvement as needed.Serve as central point of contact regarding any issues related to the systems, software applications related to Finance, delivering guidance, information, assistance, consulting and resolve user’s problem IT issues like access entitlements and troubleshooting. Created and maintained top call driver report in Service Now Provide guidance and work coordination to service desk analysts including but not limited to setting coverage schedules, assisting the branch lead in assigning tasks to assure coverage for all service desk duties and needs, and handling any calls or emails that need escalation. Communicate with staff and users ensuring issues are resolved and/or provide a status in a timely manner. Assist and direct service desk team user communication for out-stage status. Monitor team performance and assist with service desk activity reports for management review and utilize reports to help the areas for improvement through Metrics. Attend Staff meetings with leadership related to service desk performance, knowledge and best practices as communication plan. Other duties as assigned as Avaya configuration set up for the site (70 employees), migrated the services desk team to Cloud Plus additional to previous configuration as a service desk analyst. Show less

Heredia, Costa Rica

Service Desk AnalystDocumented, research, and resolved customer service issues in Service Now Self-taught learning of Avaya Agent for Desktop and set it up for over 63 agents in less than one month. Evaluated Service Desk Agent issues and assign corrective actions, gathered and verified all required customer information for tracking purposes. Troubleshoot hardware, Cloud Desktop Plus and Cloud Desktop 2.0, provide support to requests remotely. Floor support to 15 agents, in… Show more Service Desk AnalystDocumented, research, and resolved customer service issues in Service Now Self-taught learning of Avaya Agent for Desktop and set it up for over 63 agents in less than one month. Evaluated Service Desk Agent issues and assign corrective actions, gathered and verified all required customer information for tracking purposes. Troubleshoot hardware, Cloud Desktop Plus and Cloud Desktop 2.0, provide support to requests remotely. Floor support to 15 agents, in charge of answering any questions related to user ́s queries by providing a proper resolution that allows to increase the customer satisfaction and high-quality metrics. Ensure standards are met – This includes working as a team, sharing knowledge and delivering best practices, identifying new areas of improvement and proactively resolving by avoiding future gaps. Able to provide courteous and professional service when dealing with high profile customers and technical details with “Can do” attitude. Show less

Costa Rica

o Satisfied case resolution for all users who needed access to Salesforce, dashboard filtering, reporting, data analysis and system defects located mostly in CPQ.o Guaranteed reduction of cases in the queue of up to 6-10 CPQ related cases assigned per day.o Performed all daily Salesforce Administration tasks in VMware's custom application called VMstar with CPQ specialization.o Accountable for the proper creation of users, management of roles/profiles.o Assignment/creation of… Show more o Satisfied case resolution for all users who needed access to Salesforce, dashboard filtering, reporting, data analysis and system defects located mostly in CPQ.o Guaranteed reduction of cases in the queue of up to 6-10 CPQ related cases assigned per day.o Performed all daily Salesforce Administration tasks in VMware's custom application called VMstar with CPQ specialization.o Accountable for the proper creation of users, management of roles/profiles.o Assignment/creation of Territories, Queues, Public Groups, Permission Sets, Managed Packages to users.o Experience in managing reports and dashboards as per business requirements.o First-hand experience in Einstein Analytics granting access to Dashboards for Forecasting use.o Contribute steps to follow, replicate bugs in Sandbox so that the development team could obtain Debug Logs.o Collaborate with the creation of CR defects & enhancements for developers., data updates in Quotes/Opportunities, IT support when synchronization issues in the products were occurring between primary quotes and opportunities. o Analyze and Identify errors related to Accounts, Distributors, Resellers, Opportunities and Quotes.o Responsible for finding root cause and troubleshooting errors within CPQ.o Maintain constant communication with stakeholders, providing daily updates on the progress of the case. Show less

Costa Rica

o Technical Professional Practice: Support, selecting network devices and LAN design, diagnosis, cleaning, installation of several programs related to Windows, Office 365 packages, installation, and updates of drivers for different machines and devices, solutions for hardware equipment, computer, printers, tablets.

Bachelor'S Degree, Computer Software Engineering

Education record

High School Diploma, Network And System Administration/Administrator, 12Th

Computer Network Technician, Network And System Administration/Administrator, 12Th