Experience

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  A.m.e.f.a.

  Jun 2004 - Sept 2006

  Personal assistant

  Mutual Association of Nurses of the Argentine Republic - C.A.B.A. I have performed general administrative tasks, personalized customer service, agenda management, bank related transactions, payment control, collections. President of the Mutual: Miguel Angel Albert Member of the Mutual: Juan Silvio Aleksander

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  A.m.t.r.a.s.e.

  Jun 2004 - Sept 2006

  Personal assistant

  Mutual Association between Transportation Companies and General Services.I have performed general administrative tasks, personalized customer service, agenda management, bank related transactions, payment control, collections. President of the Mutual: Jorge Daniel Abeldaño Treasurer of the Mutual: Juan Silvio Aleksander

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  Aol

  Sept 2006 - Oct 2007

  Customer service and billing agent

  I worked providing customer service and billing control for the AOL customers.

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  Teleperformance argentina

  Oct 2007 - Dec 2007

  L1 technical support and customer service agent

  I worked as a Customer Service and L1 Technician for Vonage, assisting customers to check their montly billing and to resolve issues with their equipment setup or connection.

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  Hy cite corporation

  Mar 2008 - Jun 2011

  Cobranzas y atención al cliente

  He realizado tareas de Atención al cliente, cobranzas y control de pagosBilingüe en Inglés. También he realizado tareas de back office, QA.

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  Avaya argentina

  Jun 2011 - Dec 2013

  Senior l2 engineer in systems and telecommunications licensing.

  I have performed personalized assistance on licensing AVAYA products and systems to the different vendors and distributors, checking placed orders and making sure the proper licenses were ordered for the right equipment.AVAYA provides telecommunications equipment and services internationally.

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  Round table studio

  Dec 2014 - Jan 2016

  Senior technical especialist

  Round Table Studo is a company dedicated to localization and translation of scripts, video games, programs, videos and presentations in different languages. I was in the engineering department of the company, preparing, processing, controlling and post-processing the files to be used by the translators, managing various translation programs (Passolo, Trados 2007, Trados Studio, Idiom, Wordfast), and in turn, assisting in the maintenance and configuration of networks and technical support to the internal personnel of the company, either on site or by remote access. Show less

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  Majorkey technologies

  Jun 2019 - now

  Tradehelm is a company that provides IT solutions in the area of ​​software development and web page design, as well as in the IT area, providing remote assistance and technical support to companies. I perform level 2 customer service and technical support for a company in the United States, HighTower Advisors, which provides financial advice. My tasks are to assist consultants, either with technical problems in their computers, troubleshooting network issues, printer setup over network, as in the use of financial applications and Windows, HOST, Black Diamond, BOX, CRM, Office, among other company applications.I assist the consultants via tickets they open or via phone, keeping a CSAT and SLA above 95%. Show less I am currently the Team Leader for the BA L1 Service Desk for HighTower Advisors in Argentina.I coordinate a team of L1 Support Technicians, being the main point of contact with the central IT team located in Chicago, IL, in the United States. I manage the individual and group metrics of the team, reporting and reviewing our performance and objectives weekly and monthly with the Team Manager in Chicago. I assist in the Onboarding and Termination of users and equipment, creating guides and procedures to improve the level of support of the team. Keeping our CSAT and SLA above 95%.I also provide training for new members of the BA and Chicago teams, both L1 and L2. Show less

  • L2 Senior Technician

    Jan 2016 - now

  • BA Service Desk Team Leader

    Jun 2019 - Nov 2022
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  Kopius, inc.

  Nov 2022 - now

  Service desk supervisor

  As a Service Team Supervisor, my focus is on leading a technical support team to ensure service excellence. I manage individual and group metrics, closely collaborating with the Manager and the central team in Chicago to achieve and exceed established goals. I foster a collaborative work environment and team building, promoting proactivity and goal achievement at both individual and collective levels. My responsibilities include ongoing team training, developing guides and procedures to enhance support quality, maintaining high levels of customer satisfaction, and meeting service level agreements (SLAs). Show less