Jesus Brazon Email & Phone Number

Montevideo, Uruguay

-Local support to our users-Level 2/3 support to global users in other entities-Equipment inventory management and maintenance-Ensure monthly software compliance-Work in various individual projects-Define and document processes-Be the escalation point to engage technical teams. Also POC for major incidents affecting our users and global users-Work along with network, telecom and other teams to ensure our compliance and for future improvement

Uruguay

- Engage, drive and monitor high priority incidents.- Incident, Change and Problem Management. Process Expert- Escalation of high priority incidents to support groups and 3rd party vendors through special MIM processes.- Documentation and reporting of all the activities performed by all stakeholders involved with their respective time stamp.- Defining Initial RCAs for Problem Management.- Quality tracking and data analysis of previous cases to reduce the reoccurrence and fill the gaps between Service Desk and the rest of stakeholders.- Defining new processes along with support groups, SDM, AM and process owners in order to improve the service.

Uruguay

- Coordination of service desk resources, designating incidents and requests to agents.- Call and ticket management/monitoring.- Incident, Knowledge and Request management- Add/modify KB articles for Service Desk scopes.- Drive/Support/Assist agents on their daily duties.- High priority incident handling and process engagement.- Quality tracking of on-going and backlog tickets.- Daily and weekly reports of ticket status of the designated agents.- Escalation of incidents and requests to Level 2 support groups.- Data Analysis for implementations of automatization or new processes that would improve the service.

Montevideo, Uruguay

- Email, chat and on-call support to client's staff.- Access management (Active Directory, O365/D365, other applications)- Technical IT Support Level 1 to store/manufacturing/distribution and office network equipment. (POS, Switches, Routers, CCTV, Printers, Desktops, etc)- Incident and Request management (ServiceNow)

Montevideo, Uruguay

- Chat and on-call technical support to field engineers. (Cisco Soft-phone)- Store/office network equipment configuration and installation (Switches, Routers, POS, CCTV, etc)- Incident Management (ServiceNow and client-hosted DB)

Técnico Analista En Infraestructura, Computer And Information Sciences And Support Services, Infrastructure Technical Analyst

Licenciatura, Accounting And Related Services

Estudios aprobados hasta el 2do año, pausado por razones de migración.

Bachillerato, Bachiller En Ciencias

Colegio Bilingüe. Ciclo Primario, Secundario y Básico desde 1er grado de Primaria hasta 5to año de Bachillerato.