Francisco Romero Email & Phone Number

Heerlen, Li, Nl

Eindhoven Area

Guadalajara, Jalisco, México

I started working as an agent, always making sure to document everything and following guidelines and SLA's. Shortly after I was offered a new position for Back-Office, where I had to make sure all tickets were documented as needed. Making sure to follow critical issues right away and covering the needs of all different regions supported (North America, South America, Central America and Canada). I was then promoted to Service Desk 1.5 Technician where I am responsible for creating/deleting accounts on Active Directory, SAP, and Nodum. I also assign or remove licenses, assist on creating Teams Rooms, Shared Mailboxes, Distribution Lists, and make sure the accesses and permissions are assigned or removed as needed or requested, this covers accounts, mailboxes, shared folders and software licenses. Every region has a different SLA's and guides that needs to be followed, and we also cover Server Stability on certain regions. All processes are carefully documented and followed up strictly to ensure compliance.

Guadalajara, Jalisco, México

I started working on TCS as an agent, and during training I was promoted to SME. I provided continued assistance to all agents and worked flexible hours to ensure we were able to deliver the results expected by the client. After a few months I was offered the opportunity to go to Rochester, New York were I was able to visit the HQ of the client and I was able to speak with all agents from the different areas we covered to document everything and create an Up-training program to ensure that our team had all the up to date and complete information needed. During this time I was promoted to Team Lead were I was involved on creating schedules to balance workload estimates by clients, as well as participate in meetings to discuss and analyze results and strategies.