Diego Savio

Experience

• 

  CSS Corp

  Oct 2016 - May 2018

  Service Desk Engineer

  As the single point of contact for all IT interactions, my responsibilities include end-to-end incident management which encompasses the following tasks:Acting as the first point of contact for all IT related incidents and requests, which includes logging, categorizing, and prioritizing incidents and requests in a timely manner.Identifying the root cause of incidents, troubleshoot and resolve them in a timely manner and in accordance with SLA agreements.Communicating with internal and external stakeholders to keep them informed of incident progress, resolution and post-resolution actions.Coordinating with different teams and departments to ensure that incidents are resolved and that the appropriate actions are taken to prevent recurrence.Continuously monitoring the incident management system to ensure that incidents are being handled in a timely and efficient manner.Documenting all incidents and their resolutions in accordance with established procedures and guidelines.Participating in incident management drills and exercises to ensure readiness in the event of a major incident.Participating in post-incident reviews to identify areas for improvement and implement best practices.Continuously monitoring and analyzing incident data to identify trends and patterns in order to proactively prevent incidents from occurring.Act as a liaison between IT and other departments to ensure that all IT-related issues are effectively communicated and resolved.Ensure compliance with IT governance, risk management and service management best practices.Continuously enhancing the incident management process to improve incident resolution times and customer satisfaction. Show less

• 

  ACN

  May 2018 - Dec 2019

  Field Support Specialist

  Constantly working towards achieving set performance goals in order to deliver outstanding service to ACN’s customers and independent representatives.Pro-actively sorting and prioritizing inbound queries received from various sources such as letters, faxes, e-mail, web forms, telephone, etc, and web tools and diary events coming from other departments within ACN to ensure all customer and representative issues are handled efficiently, depending on their urgency/priority.Managing a system to register cases and following up until resolution is obtained; analyzing each request or problem uniquely and selecting the most appropriate solution.Handling issues related to payments to and from representative’s distributorship account, such as processing payments, reconciling account balances, and addressing any discrepancies.Continuously monitoring and analyzing customer and representative feedback and complaints to identify areas for improvement, and implementing necessary changes to ensure customer satisfaction.Communicating effectively with customers, independent representatives, and other internal departments to provide timely and accurate information and resolve any issues that may arise.Staying up-to-date with the latest industry trends, regulations and best practices to ensure compliance and improve service delivery.Preparing and analyzing reports and metrics to track performance and identify areas for improvement.Continuously training and mentoring team members to enhance their skills and knowledge in the field.Maintaining a positive and professional attitude, even in high-pressure situations. Show less

• 

  EY

  Jan 2020 - now

  As a Process Expert, my responsibilities include:Reviewing internal audit reviews for compliance with independence rules and regulationsImplementing process enhancements with a focus on operational effectiveness and identifying areas for improvementEstablishing strong working relationships with stakeholders in the US marketApproving outgoing communication to the firm's professionals and being the IT SPOC for the teamAnalyzing information from multiple sources and synthesizing it into a concise analytical assessmentAssuring that the work prepared by team members meets quality standardsHaving a thorough understanding of the independence rules, firm policies and risk managementHandling escalations, preparing KPI summaries and reports for the team, while working in a fast-paced environment and managing multiple assignments. Show less Auditing the personal financial independence of newly promoted managers at EY to ensure compliance with the firm's independence policies and regulations.Helping to mitigate any potential risk for the firm in relation to independence violations.Possessing a general understanding of audit principles and knowledge of financial and security markets.Staying informed of Risk Management policies and procedures.Determining appropriate actions to standard situations and making recommendations based on firm guidance and professional standards.Reviewing and analyzing financial statements, tax returns, and other financial records to ensure compliance with the firm's policies.Maintaining thorough documentation of the diligence with which tasks were performed and the conclusions reached.Handling highly sensitive information with a high level of attention to detail.Strong analytical and communication skills and ability to work independently Show less

  • Assistant Manager

    Oct 2024 - now

  • Senior Risk Analyst

    Feb 2022 - Oct 2024

  • Risk Analyst

    Jan 2020 - Feb 2022