Functional Experience:
As the Lead for a global Service Desk I am the primary contact for Spanish and
English speakers. In charge of team numbers trying to reach;
*SLA´s (Established by stake holder)
*KPI´s (Established by stake holder)
*OLA´s (Established by stake holder)
Managing IT projects and designing IT solutions to reach customer satisfaction. Part
of my lead functions were the following;
*Manage team schedules
* Vacations
* Approve time sheet.
* Training´s
* etc.
I´d also like to add that currently I oversee knowledge management as well as
article creation so that SD has up to date data for in tbs.
As an agent I used to perform initial TBS for most of the Applications that are within
the office package, pc issues (antivirus, updates, install SW, etc.) As the Team Lead,
I manage schedules, vacations, authorize payments, work on group growth
educationally and personally. Provide feedback, manage knowledge, arrange
trainings and more. The team that I lead is owner of a Service Desk for All Spanish
regions within the company Spain, Argentina, Mexico and Columbia.
I and a few others have other Level 2 functions as:
* Establishing a static IP within the DHCP server
* Managing AD to give permissions to users to shared drives
* Other internal MS and Citrix functions
Tools:
Ticket management: BMC Remedy
Power BI
Excel
Mail distribution: Dimelo
Softphone sw: Odigo
Others: Dhcp, task scheduler, Corporate directory, Active directory,
Sophos safeguard, watchdoc (manage printers), and others.