Matilde Klinger

Experience

• 

  G4S

  Sept 2012 - Feb 2014

  Coordinator Mesa de Ayuda

  Coordinate the company's own help desk.It was responsible for the management of the human resource, to elaborate the programming of shifts, to monitor the behavior of the service, to present the behavior of the levels of service, to maintain the satisfaction of the client, to generate action plans that allow optimization of the service.

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  ISSC

  Mar 2014 - Sept 2014

  Coordinator

  ISSC (IBM Subsidiary)Coordinating Service Desk project for Lenovo client.I was responsible for human resource management, elaborating shift schedule, service monitoring, holding communication with the customer, keeping SLA committed, maintaining customer satisfaction, generating action plans that allow optimization of the service.

• 

  IBM

  Oct 2014 - Aug 2019

  I managed infrastructure projects for different clients such as Aviana, Clínica General del Norte, Barranquilla Port Society, Solidarity Insurance, Repremundo, Acesco, Independent Drilling.IBM provides an information storage service on its own data centers, including operating systems, databases, and administration. As a project manager, I was responsible for maintaining profitability in the assigned projects. I Managed Service Desk projects for clients such as Lenovo, IBM, Teamfoods, Banco Popular, Belcorp, Argos, Nutresa, Comfama, Sura, Proteccion.As a Team leader, I was responsible for supporting the coordinators in workforce management, maintaining communication with clients, delivering the service level committed, and maintaining customer satisfaction. Among other tasks, I also support the design of new business proposals about service desk

  • Project Manager

    Dec 2018 - Aug 2019

  • Team Lead

    Oct 2014 - Nov 2018