Highlights:

Skills:help desk, Service Desk, Help Desk Supervisor

Service Desk Manager 10/01/2016 - current
Atos, San Nicolas de Los Garza, Nuevo Leon Mexico
Industry: IT
• multi-unit operations management. • customer relations & satisfaction. • human resources management. • Team equipment management. • team building & staff retention.
12+ Years’ IT Industry Operations Experience / world-class companies / B2B Participative management professional; results focused, entrepreneurial and practical. Progressive leadership experiences have created a passion for surpassing service objectives via a combination of world class service delivery, lean operating methods and incentive driven rewards for team achievement. Derive genuine pleasure from transforming high-potential staff into outstanding leaders demonstrating the creativity critical and operational success. Available for travel and relocation.--
Service Desk Supervisor 10/01/2014 - 10/01/2016
Atos, San Nicolas de Los Garza, Nuevo Leon Mexico
Industry: IT
Started as IT Service Desk Analyst, then I was promoted to a Supervisor position with the following roles
1. Direct the team’s workflow and Client interactions. 2. Manage the work schedule for the team to ensure appropriate resource allocation. 3. Act as a point of escalation to resolve issues and/or reassign cases to ensure rapid resolution to customer issues. 4. Responsible for process documentation and process development. 5. Track and analyze Client issues, response and resolution rates to identify areas of need and create strategies hand to hand with Managers to enhance Client user capacity and Client -user reliance on support personnel. 6. Responsible for organizing and conducting user level training and overview for Availity computer systems and applications. 7. Manage, train and develop a strong support staff to ensure a high level of customer satisfaction on new technologies. etc.--

II Centenario 09/1994 - 07/1997
Calvillo, Aguascalientes, Mexico
Degree: High School Or Below
Major:mathematical physicist
3 Yeard Post High School Diploma, with focus in Mathematical Physicist

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