Experience

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  Microsoft

  Jan 2013 - Jan 2014

  Technical support representative

  I worked as a tech support agent for a company called Teleperformance providing services to Microsoft and delivering support to users of Microsoft products such as Office and Windows. Some of my responsibilities were:• Delivering support to Microsoft product users.• Offering the best customer experience possible to customers. • Sales representative for Microsoft products• PC safety, malware identification, and removal.• Making sure the technical issues reported were fixed in the first interaction.• Showing confidence and knowledge about Microsoft products. • Having communication skills to manage upset/unsatisfied customers. Show less

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  Dxc technology

  Jul 2015 - Apr 2023

  It problem manager

  Regional Problem Manager with responsibilities in customer operations along the entire continent. My role consists of identifying the root cause and permanently solving high-priority problems for the account/client, stopping reoccurrence, and avoiding financial as well as image impact to the business. Some of the responsibilities of my role are:• Incident quality check for all Priority 1,2 & 3 incidents based on ITIL standards.• Works closely with delivery teams to ensure customer requests are satisfied within agreed upon timeline, with high quality and within SLA• Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.• Work with application, production support and infrastructure teams to determine effective long-term remediation and/or a permanent fix.• Ensure necessary reports (RCAs, Post-Mortem Reports) are created to a high standard of written English and delivered in a timely manner• Recommends and implements process improvements to maximize overall account and team efficiencies.• Act as a project manager for small-medium projects• Lead Problem Reviews of Severity 1, 2, and 3 Major Incidents• Identify focal points and then lead causal analysis investigations to successfully identify the true root causes of problems that impact the company.• Leads key business initiatives in support of operational or financial improvement.• Develop and cultivate multi-functional / multi-sector partner relationships at all levels of the organization.• Track problem-resolution tasks and document evidence of their completion.• Keep problem reports current at all times Show less

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  Hp

  Jul 2015 - Jul 2016

  Customer service / financial analyst

  As Financial Analyst for the Salesforce Account, I worked as a customer service representative but merge with providing financial advice for Salesforce customers. Some of the responsibilities were:• Provide fast and easy solutions for customers.• Analyze contracts for gaps and money collection.• Manage customer frustration.• Good understanding and showing empathy.• Showing strong communication skills.

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  Hewlett packard enterprise

  Jul 2016 - Jul 2017

  Ams/europe service quality analyst supervisor

  My role was to measure customer service quality delivery for the Salesforce customer service team in Costa Rica and Poland. Some of my responsibilities were:• Provide feedback to resources with low scores from the quality audit controls and define improvement plans with the management team to increase overall compliance and customer satisfaction.• Provide improvement ideas to the quality management team and management• Provide coaching to agents for quality improvement.• Analyze data to identify trends and improvement areas.• Ensure that all reporting/ impact reports is completed and published on time. • Create and execute improvement plans for agents. • Follow up on agents' performance. • Communication skills to provide coaching with the most successful approach.• Participate as part of a team and maintains good relationships with team members and customers • Manage two different region agents with goals of over 90% customer satisfaction.• Work with minimal direction from the lead and with nominated representatives to accomplish assigned tasks• Understands the company strategy and the role that the individual plays• Use knowledge tools and re- uses information for the benefit of projects, and of professional development Show less

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  Equifax

  Apr 2023 - Apr 2024

  It senior problem manager

  My role consists of identifying the root cause and permanently solving high-priority problems for the account/client, stopping reoccurrence, and avoiding financial as well as image impact to the business. Some of the responsibilities of my role are:• Incident quality check for all Priority 1,2 incidents based on ITIL standards.• Works closely with delivery teams to ensure customer requests are satisfied within agreed upon timeline, with high quality and within SLA• Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.• Work with application, production support and infrastructure teams to determine effective long-term remediation and/or a permanent fix.• Ensure necessary reports (RCAs, Post-Mortem Reports) are created to a high standard of written English and delivered in a timely manner• Recommends and implements process improvements to maximize overall account and team efficiencies.• Act as a project manager for small-medium projects• Lead Problem Reviews of Severity 1, 2, and 3 Major Incidents• Identify focal points and then lead causal analysis investigations to successfully identify the true root causes of problems that impact the company.• Leads key business initiatives in support of operational or financial improvement.• Develop and cultivate multi-functional / multi-sector partner relationships at all levels of the organization.• Track problem-resolution tasks and document evidence of their completion.• Keep problem reports current at all times• Implement service problem management global process in AU/NZ Show less

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  Splunk

  Apr 2024 - now

  It senior global problem manager

  * Reporting - manage a set of metrics, including appropriate categorisation to identify trends, clusters and hotspots that will point to likely focus areas for the future incident prevention. Reporting may include, proactive trending, seasonal/ geography specific analysis, recurring incident volumes, high business impact problems.* PIR Meetings - Jointly own and lead post incident review discussions with the lead Incident* Commanders and the wider incident response teams to identify improvement opportunities across all pillars of process, people and tools.* Root Cause Analysis - Collate information available from both the past (known errors) and present, and establish objective statements on high severity events that can be shared with the internal and external partners. Major problem management - detailed reviews are conducted on major problems, including those stemming from major incidents, to identify root causes and detailed action plans to prevent recurrence and customer meaningful outcome.* Handle incoming requests* Maintains onboarding and educational materials* Maintains Problem process documentation* Publish complete Root Cause Messages* Works on Splunk related projects as needed* Obtains internal/ external feedback regarding the program, turning them into actionable plans to improve process/ procedure* Actively drives the creation and improvement of problem tickets in partnership with Incident Management* Influence across the organization with data to drive the implementation of preventive measures and improvements.* Conduct in-depth analysis of incidents.* Manage the complete implementation of root cause fixes and supervise the creation of knowledge articles.* Established experience in ITSM Tooling for Problem Management at modular level and how it interlocks with Incident and or Change subject areas.* Promote awareness of standard processes for incident management. Show less

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  Cisco

  Nov 2024 - now

  It senior global problem manager

  * Reporting - manage a set of metrics, including appropriate categorisation to identify trends, clusters and hotspots that will point to likely focus areas for the future incident prevention. Reporting may include, proactive trending, seasonal/ geography specific analysis, recurring incident volumes, high business impact problems.* PIR Meetings - Jointly own and lead post incident review discussions with the lead Incident* Commanders and the wider incident response teams to identify improvement opportunities across all pillars of process, people and tools.* Root Cause Analysis - Collate information available from both the past (known errors) and present, and establish objective statements on high severity events that can be shared with the internal and external partners. Major problem management - detailed reviews are conducted on major problems, including those stemming from major incidents, to identify root causes and detailed action plans to prevent recurrence and customer meaningful outcome.* Handle incoming requests* Maintains onboarding and educational materials* Maintains Problem process documentation* Publish complete Root Cause Messages* Works on Splunk related projects as needed* Obtains internal/ external feedback regarding the program, turning them into actionable plans to improve process/ procedure* Actively drives the creation and improvement of problem tickets in partnership with Incident Management* Influence across the organization with data to drive the implementation of preventive measures and improvements.* Conduct in-depth analysis of incidents.* Manage the complete implementation of root cause fixes and supervise the creation of knowledge articles.* Established experience in ITSM Tooling for Problem Management at modular level and how it interlocks with Incident and or Change subject areas.* Promote awareness of standard processes for incident management. Show less