Ricardo Sánchez Murcia Email & Phone Number

Bogota,D.C., Capital District, Colombia

Led a team of 18+ analysts (Workplace Support & Service Desk) remotely, fostering a customer-centric culture via targeted training and best practices. Achieved 98% quality assurance every month for the last year while boosting morale and productivity through effective delegation and remote collaboration tools.Optimized resource allocation in Service Operations by forecasting IT support cases (±5% accuracy) using time series analysis. This kept costs within budget by anticipating demand peaks and collaborating with team leaders on analyst scheduling.Collaborated with Quality and training Specialists to design a targeted knowledge transfer program. Achieved a 99% SLA in high-impact ticket resolution exceeding expectations by 9% in Q2 and boosting customer satisfaction in responsiveness and time to resolve.Cultivated and nurtured strong, engaging relationships with key enterprise clients in the media sector through tailored communication strategies, including persuasive presentations and active listening during our weekly service reviews. These efforts led to a whopping 98% in customer satisfaction.

Bogotá D.C. Area, Colombia

Led a 15+ analyst team, boosting productivity and morale. Evaluated performance metrics to identify improvement areas and celebrate achievements. Provided targeted coaching and career guidance for success.Facilitated discussions to collaborate on the creation of improvement plans with fellow team leaders to optimize strategies for achieving critical group objectives and KPIs increasing Ticket Resolution while maintaining quality.Steered a Global Service Desk improvement project creating a data-driven matrix based on people analytics for analyst performance and career development used in quarterly team reviews.

Bogotá D.C. Area, Colombia

As Cameron Service Desk Coordinator for North and South America, I managed a team of 7 analysts. We analyzed and optimized SLAs and KPIs to streamline desk integration. I effectively communicated upper management's application integration requests and advocated for team needs, fostering a collaborative environment, and boosting team morale.Served as the technical liaison for the Global Service Desk in Schlumberger during the merger of the Cameron Service Desk driving smooth implementation and rapid analyst adoption through effective communication, troubleshooting expertise, and on-site training workshops. Led a service improvement and recovery plan for the Cameron Service Desk Q3 2017 directing a rapid reduction of 1000+ high-impact IT Cases within 3 weeks employing data analytics (Splunk, Excel) and team-building activities to identify the root cause and implement a solution. As a result, this boosted customer satisfaction and restored the agreed SLAs.

Bogotá - Colombia - Cota

Chosen as the lead Analyst acting as SPOC ("Single Point of Contact") for the IPT Team in the Global Service Desk supporting the migration of the Cisco IP Telephony and Lync infrastructure by developing documentation and assessing over 30 procedures achieving in conjunction with the reduction of 5000+ requests resolved by an external vendor saving 100K~ USD and reducing the ticket resolution process from 1 Hour to 3~ minutes.Proactively identified critical issues impacting services through trend analysis. Worked closely with service owners and the enterprise solutions group to develop and implement targeted solutions, preventing major business disruptions, and maintaining service quality.

Bogotá - Colombia - Punto 99

Champion of the IT Exchange program by proposing the "Site Visit Methodology" measuring satisfaction towards the Global Service Desk in Houston, Texas. This data-driven approach brought the responses of nearly 5% of the population (211 employees) leading to the identification of 10+ actionable improvements boosting the service quality and perception across North America.Supported Tier 1 (One) and 2 (Two) level of administrative requests, and technical support requirements in Spanish, English, and Portuguese.

Bogotá, Colombia

First point of contact for the client, and analyze problems they were facing inside there company. The most important role was to create confidence and trust towards our solutions, and offer the proper product with complementary services.• Cleared out threats inside the clients network (Virus/Malware).• Monitor network activity in the clients office using consoles provided by our solutions, and provide support to them.• Products implementation.

Master Of Business Information Technology, Information Technology

Identify needs and opportunities for the business and develop solutions through information technology Develop or build new modern.

Bachelor, Systems And Telecoms Engineer

Activities and Societies: Student guide for new students for all faculties. • Combines computer science and telecommunications in order.

Degree, Project Management

Activities and Societies: PMI • Learn how to optimize resources between projects inside the company. • Understand the organization.