Michelle Navarro Badilla

Experience

• 

  Ricoh Business Solutions

  Dec 2017 - Jan 2020

  Especialista en soporte para tecnología en multifuncionales

  - Installation of network printers and updating of operating systems.- Installation and configuration of multifunctional teams and capabilities on the use of these to end users.- Application management in servers, Detection of basic problems of computer networks, attention of calls and case management of the different clients of the company.- Remote N1 technical support and N2 face-to-face Use of ticket management systems.

• 

  MC Logística

  Jan 2020 - May 2021

  Coordinadora de servicio técnico

  - Organize the logistics of a technical support department.- Scheduling technicians.- Ensuring clear communication with workers in the field and procuring necessary equipment.

• 

  Align Technology

  May 2021 - May 2023

  - Receive alerts from different tools like pager Duty, Logic Monitor, Idera and SQL.- I provide Tier 1 support to MES Corp Data Bases and MES Corp Application and its direct dependencies, MES Corp is used globally across production operations at Align Technology. - Execute verification routines of the physical IT Infrastructure health status for compliance with Quality System.- Prioritization of services according to impact and urgency based on the company policy.- Serve as a local operation point of contact for all incidents and service requests,- Support and maintain end-user desktops, for Costa Rica Align Technology employees.

  • On-call DBA tier 1

    May 2022 - May 2023

  • Desktop Systems Specialist 4

    May 2021 - May 2023
• 

  Concentrix

  May 2023 - now

  Sr. Analyst, IT Operations

  COE (center of excellence):Proactive management and maintenance of relationships with multiple key clients.Conduct bi-weekly meetings for customer experience review and issue resolution.Implement improvements based on customer feedback to optimize satisfaction and retention.Efficiently resolve technical issues and change requests (CRQ) to ensure service continuity.ITPM (Project Management):Lead various projects requiring effective coordination, resource management, and deadline adherence.Finance:Maintain and update dashboard in Business Intelligence (BI) for tracking financial .Analyze and regularly report on operating expenses (opex) and capital expenses (capex).Collaborate closely with internal teams to ensure integrity and accuracy of financial data. Show less