Responsible of tracking Service Level Agreements within global companies around the world. Watching daily Networking, Enterprise, mobile and work station orders making sure they meet the requirements and time agreed to ship from the factory. Responsible for all the orders that are created during the month meet our client and customer´s agreements as well as looking for highly risk orders that might find difficulties to build.

Client Tech Supt Specialist (L2 Tech) for End User services for Murphy Oil USA, 7 Eleven Company and YUM brands para United States. I was responsible of solving technical problems (hardware/software) with a 4 hours SLA (service level agreement) with a 20+ team. Training and following up the client’s needs and changes in process in order to improve the efficiency of solving problems. Working on shadowing sessions looking for a manager position, worked on 1x1 sessions with team members and Smart action plans for each individual. Client Tech Supt Specialist for DuPont global service desk. Keeping up the service level for the service desk on EUS accounts in general. Working on a 30+ team, making sure the CSAT (customer satisfaction) meets the expectations and engaged with the non-dell resolvable cases that need a follow up.