Ensure the successful implementation of the responsibilities, services and deliveries, supporting more than 30 Manufacturing customer projects in LATAM region.Frequent contact with global teams and senior managementGovernance team managementResponsible for controlling and monitoring the associates onboarding and offboarding, as well as internal movements between accounts.SPOC Compliance for all internal processes working with the HR, Finance, Quality, Administration and Security areas.Responsible for controlling the open positions for the unit, assisting in the implementation of new projects and integration of new associates along with the HR department.Financial data analysis such as margin vs revenue, cost reduction planning, assisting in projecting future costs, controlling invoices received from external suppliers, management and allocation of resources.Contractual obligations analysis.Vast experience with Microsoft Office package including business presentations for high governance management.Internal audits participation.

Responsible for assisting the Service Desk analysts for any technical issue at first level support or ticket dispatch to the responsible team through the Service Now tool, depending on the case analysis.Backlog monitoring.Management knowledge base through the Service Now tool.Experience with market technologies, such as O365, Citrix, Zoom, Active Directory, Cisco Unified, Cisco IP Communicator, Cisco AnyConnect Secure Mobility Client, RSA and SAP.Support on PepsiCo customer applications.SPOC responsible to contact all support teams, to keep processes updated, improvement plans creation, also mitigating operational problems which may impact the business and KPI's.Data analysis management for indicators, such as: ATM, AHT, FCR and abandonment rates, for delivery of reports to the customer on daily meetings.Direct connection with senior operational management to report successful plans, data metrics and monitoring/management of analysts.

Responsible for receiving and analyzing SLA breached cases, involve responsible teams therefore they would be able to provide the solution.Escalation analysis to create Improvement Plan (PI) to avoid new issues related to that topic, as well as increasing the defect free support and higher CSAT.Lead of Problem management committees along with several technical areas.Active participation on meetings to mitigate operational problems that impact the business.Responsible for executing trend analysis for unresolved tickets within the SLA.Responsible for sending weekly and monthly metrics reports to the customer.Vast experience with Microsoft Office package and customer business presentations.Responsible to create IT Onboarding trainings and presenting them to Cargill users in several locations across the country.Participation in a Lean Six Sigma project implementation, focusing on reducing Service Desk calls.

Responsible for acting on first-level calls or ticket dispatch to the corresponding team via phone and chat in the BMC Remedy tool.Backlog monitoring for the Service Desk team.Experience with tools technologies such as O365, Citrix, AS400.Experience with remote support using Windows Remote Assistance and Remote Desktop Connection.Support on Cargill customer applications.