Michael Guevara Email & Phone Number

Panamá, Panama

• Defines the value proposition, work plan, resource needs, timeline, and budget for projects. Manages resources (i.e., capital requirements and human capital) to achieve the project objectives on time, within scope, and.
• Manages multiple mediums to large-sized projects or a single highly complex project.
• Has extensive interaction with senior leadership within the client.
• Determines and coordinates the sharing of leveraged resources among projects.
• Identifies opportunities and makes recommendations for project management process improvements.
• Responsible for all or multiple aspects of the project(s).

• Leading a team (Panama/India) responsible for advising and assisting users for a major financial institution region-wise in solving problems related to hardware, software, networks, and peripherals using available.
• Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks, and peripherals.
• Ensures client service levels and performance metrics are met by the team.
• Directs team to follow and comply with pre-established helpdesk policies, practices, and procedures.
• Conducts career development, planning, and performance of the team.
• Takes ownership of support issues, engaging other internal/external expertise as required.

• Acting as a level 2 support for frontline L1 agent.
• Assuming technical resolution ownership from L1 agent when issue is escalated.
• Maintaining accurate call logging and tracking info in ITSM.
• Assisting customers by diagnosing problems and providing resolutions for technical related issues.
• Identifying, researching and providing inputs on unique or recurring customer problems.
• Delivering a positive customer experience.

Panama

• Providing basic technical support to the client's desktops & laptops via the phone, email and remote tools.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
• Documents problems in the support solution database for diagnostics and solution implementation.
• Ensured proper escalation procedures are followed
• Responsible for customer satisfaction through effective handling of customer problems.
• Strong analytical ability to resolve complex technical issues in addition to effective phone communication skills.