Roberto Meneses

Experience

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  APAC Customer Service Inc

  Jan 2014 - Apr 2016

  Technical Support Associate

  Technical Support Associate

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  NTT DATA

  Apr 2016 - Jul 2022

  Team lead for 80+ Tier 1 Service Desk technicians under the Mastercard’s Service Desk supporting 14,000 + users worldwide, taking care of customer escalations, gathering data for improvement opportunities by simplifying procedures, create training material for Tier 1 agents and ensure that SLAs and contractual goals were met. Assisted in the development and implementation of strategic plans, initiatives, directions and performance discussions.Resolve stakeholder escalations.Managed the staff and activities involved with:1. Verifying work schedules and attendance records.2. Conducting performance evaluations focused on continous improvement.3. Providing coaching, counseling, and disciplinary actions.4. Resolved personnel related issues.Served as primary point of contact for internal and external clients for any operational questions, requests or concerns.Performed all required reporting and service level deliverables. Show less Provided support to enterprise users via Phone calls, emails and chats related to Microsoft, Mac OS, MDM, networking and access related scenarios.- Responded to and diagnosed problems through discussion with end users.- Interacted with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.- Worked as Workflow Coordinator, in which I had the opportunity to distribute work within my peers. This task also included data analysis to identify possible trends that could help reduce the overall volume of work and simplify processes.- Worked as “Knowledge Base Administrator” in order to keep the account procedures documented and updated within the IT Service Desk knowledge base.- Quality Auditor. As part of my additional responsibilities within my role, I had the opportunity to assist with Quality Assurance evaluations. Show less

  • Helpdesk Analyst

    Nov 2018 - Jul 2022

  • Senior Helpdesk Technician

    Apr 2016 - Nov 2018
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  Dell

  Apr 2016 - Feb 2017

  Client Tech Support Sr. Associate

  Provided support to enterprise users via Phone calls, emails and chats related to Microsoft, Mac OS, MDM, networking and access related scenarios.- Responded to and diagnosed problems through discussion with end users.- Interacted with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.- Worked as Workflow Coordinator, in which I had the opportunity to distribute work within my peers. This task also included data analysis to identify possible trends that could help reduce the overall volume of work and simplify processes.- Worked as “Knowledge Base Administrator” in order to keep the account procedures documented and updated within the IT Service Desk knowledge base.- Quality Auditor. As part of my additional responsibilities within my role, I had the opportunity to assist with Quality Assurance evaluations. Show less

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  Dell Technologies

  May 2022 - now

  Engineer 1

  Hardware troubleshooting, maintenance and configuration of Dell PoweEdge servers (rack, tower and modular systems). Deployment, configuration, management and troubleshooting of enterprise operating systems, such as Windows Server and VMware ESXi. Including but not limited to: BSOD, PSODs, deployment problems, driver problems, failed upgrades, etc.