Laura Rodriguez

Experience

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  Impacte Informatica

  Nov 2004 - Mar 2006

  It Technician

  Diagnose, detection and solve hardware and software problems in computers, drivers, instalation of OS, viruses, also being in charge of the client attention.

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  Btcelular.com

  Nov 2006 - Oct 2007

  Marketing assistant

  Marketing Assistant, corporative image, marketing tasks, competence studies..in a Vodafone franchise

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  Oesia

  Nov 2007 - Jul 2014

  Networking Technician in CGP BMN

  IT and networking technician. Responsible for monitoring telephone and DSL lines in animportant national bank, configuring routers, assisting technicians in the installation, maintenanceof equipment, monitoring local and wan area networks, analyzing, editing, testing routers,configuration Call Manager in IP phones. Managing 1000 blackberry’s in a BES server.

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  Rexo Cinetec

  Nov 2014 - Mar 2015

  Helpdesk Support

  Reporting, tracking and solving incidences, by phone, mail and remotely. DataBase maintenance, Remote Software installations, scheduled tasks. Windows XP/7/8 users assistance, deal with international users.

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  XTA.Cat

  Mar 2015 - Jun 2017

  In charge of managing the customer service, establish new procedures of working for working eficiently.In charge of the organization of technicians agenda and procedures. Priortize tasks.Troubleshoot and resolve basic network and server access problems for end-users.Make comparison of prices of the telephony invoices with our voice ip system, configure ip terminals. Solve incidences, monitorizing lines, Ubiquiti wifi systems, mikrotik routers, assisting technicians in the installation of wifi and fiber systems.

  • Service Desk, suport and ip telephony Manager

    Oct 2016 - Jun 2017

  • Technician

    Mar 2015 - Jun 2017
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  Datacom.Global

  Jun 2017 - Mar 2018

  Technician

  Support and new projects, mainly in collaboration environment in cisco systems.New procedures and documentation.

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  Applus+ IDIADA

  Mar 2018 - Apr 2018

  Servicedesk
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  Teradisk Consulting SL

  Apr 2018 - now

  Service Manager

  Operations manager:Continuously improve the incident reporting process & client satisfactionCoordinate team tasks, shifts and holidays, training schedules.Proactively coordinate around early signs of an issue to prevent incidents before they happen.Coordinate requests: Identify, prioritize and classify Incident. Align the different request among the team. Ensure the Sla are being accomplished. Ensure communications are timely, clear, concise, and accurate. Coordinate escalated incidents coordinating the different members of a team based on their known skills Daily management of Incident/request reviews and follow-up on Action ItemsTime tracking: Management of the time tracking system, to optimize the company revenuesLiaise with the sales department to ensure the contract terms are being met.( reports, time tracking, satisfaction)In charge of defining and developing documentation of the current and new procedures. Act as a Service Manager to follow up with customers: requests, problems.. Business interaction: Identify and manage necessary business involvement: Identify stakeholders, manage information exchange, prepare, and deliver reporting as needed.Scrum master: removing impediments and helping the team to become self-organizing, and make decisions for themselves as one team in order to maximize the value delivered. Show less