Ana Sanchez

Experience

• 

  Millicom (Tigo)

  Apr 2011 - Nov 2014

  Data entry, invoicing and collections.
• 

  Servitelecom SA

  Nov 2014 - May 2015

  Encargada de ruta.

  Coordinadora encargada de ruta para compañía subcontratista de instalaciones técnicas.

• 

  Equifax Costa Rica

  Jan 2016 - Jun 2017

  Understand and identify communication strategies to simply complex business relationships for customers. Manage review and analysis to maintain quality control for MDS data base inputs.Adhere to project deadlines, quality control and customer satisfaction objectives. Review, analyze and research corporate family linkage in iNet databases for accuracy,completeness and consistency.Create new EAM (Equifax Account Members) and maintain update the MDR datarepository.Monitor database for quality control.Adhere to project deadlines, quality control and customer satisfaction objectives.

  • Data Matching Analyst.

    Jul 2016 - Jun 2017

  • Data Entry Analyst.

    Jan 2016 - Jul 2016
• 

  Convergys

  Jun 2017 - Feb 2018

  Technical Supporter

  * Clarify customer requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking *Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer *Maintain broad knowledge of client products and/or services *Skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Show less

• 

  CSS Corp

  Feb 2018 - Jun 2019

  Technical Support Specialist VoIP

  *Provide Technical Support to the customers, understand the issue and think the best way to fix it. *Fix PBX settings to provide to the customer the best way to forward the incoming calls. *Listen to customers and help them to fix them problem with empathy. * Work with VoIP devises and auto provision them. Update Firmware and look for solutions when the phones are no taking the information. * Check and work with customers network with a remote session in order to fix the problems they are experience with the services. Work with routers, switch or modem and configure them to work. Show less

• 

  Accenture

  Aug 2019 - Jul 2020

  Social Media Content Moderator

  Perform data entry and research in various systems and tracking tools. Apply knowledge of processes and related systems to assist in identifying, assessing and resolving issues/problems. Assess and resolve non-standard and standard issues or problems. Seek advice and escalate issues when faced with tasks/problems outside the scope of the work. Skills I used on this project:Research Analysis and InterpretationTransaction Management and Rollback Recovery Tools & TechniquesData Transaction Management Patterns & TechniquesCustomer Care and SatisfactionEnglish Show less

• 

  Citi

  Aug 2020 - now

  Understanding of LPARs, z/OS, z/TPF, z/VM technologies and TWS/zSFTP and NDM Transmission ProtocolsExecute, guide team members and check on IPL process. Follow script to update system and get in touch with the corrects teams in case any error during process. Check all the post IPL information and escalate issues as needed it to the correct team, look for the correct owner and keep a track until the system it's up and running as before IPL.High knowledge working with HMC and executing any update need it on it.Helped as Change Lead, training and guiding new team members and old ones to follow scripts, learn how to contact the coordinators and process to follow. Also high experience executing changes on system as needed on call. Low, medium and high changes knowledge.Provide training to new team members. Train team when there's a new process. Create documents with the steps for new process.Keep tracking of the repetitive issues on system that can be fix so we can save time and resources for the company on false alarms. Create a report from the system using Excel with the evidence, send it to the L2 team via email and keep a track on it until we get an solution or an answer.Accurately anticipates and identifies problems/issues and resolves possible causes, generates and carries out solutionsTSO, and ISPF interfaces as well as file transfer and report archival concepts and practices.Operate in a global support role with multiple skills, tools and technology, servicing multiple External Clients and Internal Partners.Diagnose and resolve problems trough evaluative judgment, troubleshooting and analysis. Ensure successful completion of data loads and batch processing. Participate in testing activities, including the creation and execution of basics test scripts.Participate in control activities (risk, self-assessments, COB, audit,etc.)Evaluate issues using a existing procedures or similar / related experiences; recommend and implement solutions. Show less

  • Infrastructure Analyst 2

    Jan 2022 - now

  • Mainframe Associate, Infrastructure Analyst

    Aug 2020 - Jan 2022