Lifestyle Innovation with AI

A biker at heart and Co-Founder at Magron Novus.

-Lead the Design & Development team of functional specs setup and configuration collaterals.-Review and assess Definition of Done (DoD)and define acceptance criteria for activities performed byImplementation and Run & Maintain team.

-Lead transition management projects for 6 Global Service Desks-Deploy the BPR team and guide the team for process improvement

-Lead a team of 90 technical analysts.-Managed onboarding/offboarding of agents, scheduling, forecasting and absence management

-Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.-Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical). .-Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.-Evaluate unique or complex installations or configurations and make recommendations for resolution.

-Ensured Global communication of Priority 1 and 2 Incidents across infrastructure and applications-Managed service restoration for major incidents affecting the production infrastructure environment-Identification and engagement of appropriate support teams for investigation, diagnosis and resolution of the incident