Sandra S Resendiz Email & Phone Number

Mexico City, Mexico

Building Mexico ops team during 2023 and 2024- Design annual goals for the support team- Hiring manager - Creating onboarding plans for new members- Coaching engineers to develop their careers inside the company- Collaborate with Business partners to develop country policies- Annual performance reviews- Scrum Master- KPI creation for 2024 roadmap- Data, Information security and QA domain manager

Ciudad De México , Mx

Responsible for manage escalations for E-Commerce products, guide L2 and L3 teams to evaluate the recurrent incidents and review when permanent fix is needed. Advise when a Bug needs to be created and support the developing team to remove any blocker. Managing high priority incidents and ensure the solution is provided by support team within the SLA. Collaborate with cross functional teams to identify and solve recurrent issues. Meet monthly customer service and quality assurance goals. Work with business to define priorities based with other teams to ensure releases are deployed on time.

Cambridge, Cambridgeshire, Gb

Lead of a diverse team acting as line manager to achieve GTC's goals and commitments. In charge of Individual development plans, careers paths, and area KPI's.-Responsible for hire and onboard new members into the team-Official mentor for engineers with the passion for support others to develop their careers within IT-Delivery manager for HR, Legal, Compliance and Finance applications-Leader in charge to achieve SLAs for ticket resolution, review CSAT rates to ensure engineers solutions and communication with customers are efficient-Manager for escalations and high priority incidents

Cambridge, Cambridgeshire, Gb

Production support, responsible for L2 and L3 activities for applications based on .Net and SAAS technologies, these applications include financial and legal matters that supports the day to day business.Attend incidents and requests thru Service Now platform always take care of comply with SLA's metrics.

Monterrey, Nuevo Leon, Mx

Successful transition from previous vendor to Softtek support team was accomplished during my time, also steady state was achieved and reduction of incoming tickets by creating Knowledge articles so known issues can be resolved on L1 support.Production support analyst for a low cost airline located in USA, taking care of Enterprise Management application that supports the daily business. This applications are mainly .Net applications interacting with Oracle and SQL Server databases. I have a close communication with the final users in order to solve the issues they have within the bucket of apps I support always taking care of SLA's and customer satisfaction.

Armonk, New York, Ny, Us

Software Services for .Net, Java and SQL Server, DTSX, ETL. Perform maintenance in web applications. Functional requirements documentation, unit testing, coding, SQL Scripting, dashboard tracking.In charge of maintenance and production support for stock market applications developed on Java, AS & Oracle.Resolve incidents on production environments, ongoing contact with customers to reestablish service of public online portal. Also in charge of merge weekly activity reports of the entire maintenance team.

Focal point between Mexico and India Team in order to organize both teams activities, 1st Level Support during US business hours, 2nd Level Support during weekends and Holidays. Resolve major job abends on Production MVS Enviroment also responsible of give the Costumer the right solution for immediate requests.In charge of monitoring banking applications and stock market apps, perform and coordinate job deployments and DB2 new procedures, triggers and views

Licentiate Degree, Informatics

Pasante De Técnico En Computación, Computer Science