To be responsible for the Performance, and delivery of the Global DMS support for the organization via a Team of Consultants, to produce reliable and efficient service and delivery solutions, maximizing performance and profitability against pre-agreed targets. Being accountable for (and not only) Service Management Framework and Security compliance.• Manage a team that provides support services (L1, L1.5 and L2).• Be responsible for proactive user experience monitoring, including tools & process implementation.• Participate in global Projects delivery, defining Operational Readiness criteria and signing off on handover to operations as the outcome of portfolio delivery.• Alignment with Incident, Problem, Knowledge and Escalation Management process and Knowledge Base Management defined as per Service Management framework.• Service Report generation and Delivery, as needed.• Continual Service Improvement initiatives in the DMS Support area• Subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met.

● Responsible of the effective delivery for Service Desk SLAs and KPIs ensuring that are met or exceeded as defined in the relevant contracts● Act as the SPOC (Single Point of Contact) between Unisys and the customers regarding overall and day-to-day service desk delivery.● Ensure that implementations and ongoing services are delivered on time and meet client requirements and expectations by maintaining tight control over the project schedule, risks, scope of work and budget.● Control the costs related to Service Desk and ensure that the project margins are aligned with the goals proposed by the corporation and optimizing the profit.● Promote the organization´s capabilities and works to achieve contract extension or to win additional business within the account(s).

●Supervision of several Global Service Desks for multiple clients●Monitor the performance indicators and metrics such as backlog, first contact resolution, first level resolution, abandon rate, etc●Perform continuous improvement activities, finding ways to anticipate escalations from the client for wrong poor adherence to procedures●Generate action plans when a SLA or KPI is breached●Coaching and training to new and existing agents in procedures defined by the client●Implementation of improvement plans for individuals who require them, giving feedback when needed●Active involvement on interviews and hiring processes of new agents for the Service Desk●Control attendance, fulfillment and adherence to defined schedules●Reporting for weekly and monthly meetings related to SLA, KPI, online and offline volumes and other information, when required●Analyze opportunities found by supporting teams of the Service Desk (data Analytics, incident Management, etc), and create changes in procedures or updates of knowledge base●Attendance of global meetings for metrics follow-up, quality assurance, major incidents, and other topics related to the operation (in english)

Analysis and approval of escalations to resolver groupsTicket analysis looking for procedure failures and improvement opportunitiesBacklog ticket reporting, First Call Resolution (FCR), First Level resolution (FLR), escalation and process compliance follow up for Service Desk ticketsCoaching and training for new and current service desk agents in IT products and excellent customer service practicesAttend meetings and War Rooms for critical incidents when neededManage and monitor performance, progress, staff attendance, paperwork and reporting of multiple service desk teams when requiredSubmission of training and procedure manuals so knowledge database articles can be updated or createdTechnical assistance to Microsoft full time and vendor employees on software in beta, RC and stable stages (Windows, office, etc) via telephone, mail and chat Remoted or walked users through step-by-step troubleshooting for software, hardware and network issues

Elaboration of project related and technical documentationDocumentation of technical manuals for End-usersDocumentation of internal procedures in the company

Design and maintain the company´s websiteSocial media managementBusiness conferences and general events attendanceMaking of commercial offersTechnical assistance in hardware and software for all employees when required

Network Monitoring for Transmilenio ONTV (Closed TV system in public transportation)End user technical supportTechnical support for computers located in Transmilenio busesAdministrative tasks (billing, interaction with providers, etc)

Remote and phone technical support for home end-usersAssistance of end-users with computer applications (mostly office) questionsRemote installation of software (Office, antivirus)

Technical support to banking employees in Office and windows productsBasic administration of Linux servers Technical support and configuration of owned financial and banking applications

Basic server administrationAVAYA and IP telephony server administrationNetworking administration (Switches, routers, firewalls, VPN, DHCP)Technical support for end-usersAdministrative tasks (billing, interaction with providers, etc)

Teach french to kinds under 12 years of age

Labores de telemercadeo, digitación de encuestas y apoyo logístico en eventos organizados por la compañía.