Service Desk Capgemini Group IT Team Lead, End User L2 Support Engineer, English Teacher

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.

Functional Experience:

Assisted end users with I'm (instant messaging I focused on Skype for business)
applications for communication. Had direct contact with the app vendors and
assisted with a migration of skype for business Trouble shooting. Trained to read
skype for business logs. Know how to trouble shoot cisco jabber. And the jabber
video services with telepresence integration.

I also assisted with digital signage assigning channels and privileges for dmp´s.
I assisted with WebEx meeting errors and troubleshooting for WebEx.

Tools: Lync connectivity analyzer, Snooper for skype for business, jabber, skype for
business, WebEx, TMS administrative tool for telepresence, Command Center HD
for digital signage, 123rescue, WebEx admin center, Wireshark, Fiddler.

* L2 support Engineer for skype
* L2 support Engineer for cisco jabber
* L2 support Engineer for WebEx services (productivity tools, tp meetings etc.)
L2 support Engineer for digital signage (assigning permissions)
*

Functional Experience:

English teacher focused on teaching small groups of ten students.

Certified Cambridge teacher with, and level 3 band and I focused specifically on
accelerated learning which focuses on the different ways that a student can learn.

Tools: Didactic material, to, computers. White boards,