Kevin Martínez Email & Phone Number

Bogota, D.C., Capital District, Colombia

Bogota D.C., Capital District, Colombia

• Treat incidents and requirements reported through different channels like chat, e-mail and call by users who work for the renowned Heineken brewery and are in countries like Canada, United States, French Guiana, Haiti, Jamaica, Bahamas, Martinique, Saint Lucia, Suriname, on a second note support Spanish speaking personnel that is in Argentina, Costa Rica, Chile, Mexico, Panamá and Peru.• Provide level 1 and 1.5 technical assistance using different tools such as BeyondTrust Remote Support and Microsoft Quick Assist, use also administrative applications such as Active Directory, Azure Active Directory, SAP, SCCM, Microsoft Endpoint Manager admin center and SafeNet, treating cases according to the service level agreements stipulated by the Heineken client.• Forward cases to specialized areas that are in constant contact with Heineken’s global vendors and suppliers when it’s needed.• Document and correctly categorize the reports made by users in the ticket management tool known as ServiceNow.

Bogota, D.C., Capital District, Colombia

• Review and update all the articles found in the knowledge base that are used regularly by the technical staff of the service desk.• Review all cases treated by the service desk during the year 2018 with the aim of finding opportunities for improvement in situations where errors were found.• Assisted in the creation and modification of user accounts through Active Directory and other platforms used in the entity.• Verification of the internal network and monitoring of switches located in the communications cabinets of the main headquarters of the company.

• As a call center agent I had to treat incidents and solve technical problems reported by end users who had contracted phone services with the carrier Claro Móvil.• Register reports from the users on the ticketing platform with clear details since it was likely to encounter situations that needed to be verified by other areas.• Review satisfaction surveys conducted by end users to identify opportunities for improvement, had to contact them to know a get a bigger context of the complaints they made.

Bogota, D.C., Capital District, Colombia

• Installation and configuration of computers, programs, configuration of active devices in the local network of the university, knowledge of operating systems, diagnosis and correction of problems.• Manage users with exclusive tools of the University and also Active Directory for situations where we had to unlock or reset passwords.• Corrective maintenance to the devices of classrooms and offices of the employees of the University.