Jonathan Franco Clayen Email and Phone Number
As an ITIL v4 certified IT professional with a combined 9 years of experience in IT service management and data analytics, I have a proven track record of helping Fortune 500 companies improve and exceed their ITSM SLAs and KPIs. My expertise lies in turning complex data sets into actionable insights that drive business outcomes. I am passionate about using data to inform business decisions and help companies achieve their strategic objectives.Additionally, I have experience as a Technical Content Lead, where I led and mentored a team of chatbot content writers, guiding them in creating and maintaining a comprehensive content library for the chatbot system, covering FAQs, troubleshooting steps, runbooks, and knowledge base articles. I also served as the Subject Matter Expert for advanced IT topics, offering practical solutions based on service desk experience. In this role, I collaborated with stakeholders to develop and execute a content strategy aligned with organizational goals, personally created high-quality chatbot content, ensured consistency and accuracy in all interactions, leveraged data-driven insights for improvements, stayed updated on industry trends, managed multiple projects, fostered a collaborative work environment, and adhered to confidentiality and code of conduct standards. My ability to translate complex data into actionable insights and effectively communicate and collaborate with cross-functional teams has consistently delivered value to organizations and exceeded expectations.
Qualtrics
View- Website:
- qualtrics.com
- Employees:
- 3509
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Information Technology AnalystQualtrics Jan 2024 - PresentMexico City, Mexico
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Technical Content LeadEspressive Jul 2023 - Sep 2023Mexico City, MexicoAs a Technical Content Lead, I was responsible for leading and mentoring a team of chatbot content writers, guiding them in maintaining a comprehensive content library for the chatbot system, encompassing FAQs, troubleshooting steps, runbooks, and knowledge base articles. Additionally, I acted as the Subject Matter Expert for advanced IT topics, offering practical solutions based on my service desk experience. My role involved collaborating with stakeholders to develop and execute a content strategy aligned with organizational goals, personally creating high-quality chatbot content, ensuring consistency and accuracy in all interactions, leveraging data-driven insights for improvements, managing multiple projects, fostering a collaborative work environment, and adhering to confidentiality and code of conduct standards, resulting in an enhanced content library and improved customer support. -
Continuous Improvement SpecialistCompucom Jan 2019 - Jul 2023Mexico City, Mexico City, MexicoIn my role as a Continuous Improvement Specialist at CompuCom Systems, I proficiently analyzed data and process information to identify performance drivers and collaborated with internal and external parties to enhance operational performance across multiple teams. Additionally, I undertook the responsibility of running ad hoc queries on both internal and external ITSM and CRM systems, including utilizing SQL queries to extract data from the internal Oracle Datawarehouse. This data was then subjected to statistical analysis, and I created PowerBI dashboards to gain insights into the operational performance of these teams. These actions not only improved awareness of performance drivers and a deeper understanding of behavior but also contributed to more efficient operations and informed decision-making, supporting continuous improvement efforts across the organization. -
Service Desk LeadCompucom Jan 2016 - Jan 2019Mexico City, Mexico City, MexicoIn my role as a Service Desk Lead, I faced the challenge of providing voice-based and remote technical support to both internal and external users for standard desktop issues. I was tasked with responding to queries, running diagnostic programs, isolating problems, and implementing solutions. Additionally, I had to run ad hoc queries to the internal and external ITSM systems and conduct statistical analysis to gain insights into operational service desk performance. To meet these tasks, I operated efficiently in a high-pressure, client-driven environment, coordinating and prioritizing multiple tasks while maintaining a strong focus on detail and quality. Through these efforts, I not only provided technical support and resolved issues but also contributed to improved end-user productivity and the overall success of the service desk team.
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Service Desk AgentCompucom Aug 2013 - Jan 2016Mexico City, Mexico City, MexicoIn my role as a Service Desk Agent, I operated in a fast-paced, client-centric environment, prioritizing efficient resolution of end-user assistance requests while minimizing disruptions to end-user and customer productivity. My role encompassed responding to queries, running diagnostic programs, isolating issues, implementing solutions, and providing technical assistance for a variety of enterprise software and platforms. Through the delivery of exceptional customer service and technical support, I cultivated a deep understanding of customer needs and consistently exceeded their expectations, resulting in heightened customer satisfaction.
Jonathan Franco Clayen Education Details
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Economics
Frequently Asked Questions about Jonathan Franco Clayen
What company does Jonathan Franco Clayen work for?
Jonathan Franco Clayen works for Qualtrics
What is Jonathan Franco Clayen's role at the current company?
Jonathan Franco Clayen's current role is ITIL v4 Certified | ITSM & Data Analytics Expert | Driving Business Success Through Data Insights.
What schools did Jonathan Franco Clayen attend?
Jonathan Franco Clayen attended Facultad De Estudios Superiores Acatlán.
Who are Jonathan Franco Clayen's colleagues?
Jonathan Franco Clayen's colleagues are Shulou Li, Eric C., Kevin Lucas, Libby Peavy, Hasib Al Islam, Mina Esther Mori, Jen O'neill.
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