Oscar Mendoza

Experience

• 

  CIRODENT

  Aug 2016 - now

  General Manager
• 

  Tata Consultancy Services

  Jan 2017 - Sept 2020

  Senior IT Service Desk Analyst

  ITIL Trainer and Project specifics trainer.IT support for German company90%+ SLAs accomplishmentIT support for Network, applications, software Backup team leader

• 

  Pixmemories Lda.

  Sept 2020 - Jan 2021

  Jefe de operaciones de logística

  -Controlling production workflow -Chain supply control-Inventory and restock -Responsible for Production Area-KPI creation -Metrics and reporting-Quality control

• 

  Intelcia IT Solutions

  Mar 2021 - Nov 2021

  Spanish IT Service desk Analyst.

  -IT Support-Database update as part of Back office team.-KPI Review and follow up-Review of Incidents /Requests GDPR Related-Attend Spanish Market and EU market in English-Documenting cases and tickets-Escalation of high-risk tickets-Customer Service-Update information in different databases

• 

  INTELCIA

  Nov 2021 - Feb 2022

  Business Analyst

  -Analyze large amounts of data and other business processes to create processes and fix issues-Creation of Reports/ dashboards/presentations-SLA reviews -Market analysis-KPI analysis

• 

  Genpact

  Feb 2022 - now

  L2 Commision Analyst /Business Analyst Data management /Lean & Six Sigma Embassador

  For CISCOAnalyze Helpdesk Ticket and accountable for resolution of the ticket• Knows all types of Commission tickets open with SIO team (6-8 types)• Collaborate with cross-functional teams on daily basis for issue resolution,clearly provides details with examples for timely response. Knows when tofollow up and/or escalate cross-functional dependent ticket• Facilitate tracking and maintain data for Compliance, Accuracy, Governanceat the project level• Understand process SLAs, commission calculation, Seller metrics by personas(Product/Services and Software offers)• Use judgement to set up Webex Teams to meet with Seller for complex case toavoid email back and forth and faster case resolution• Be the business advisor for Seller and/or with Internal Cross-functional teamsto help resolve Commission questions as single POC• Help and flag improvement areas related to processes, systems, andprocedures if any• Exercises sound judgement within generally defined processes, tools andpolicies in developing methods, techniques, and evaluation criteria for obtaining results.• Conflict resolution coupled with a proactive approach to identifying challenges before they reach "critical mass• Data management, review through filtering of data to confirm that systems are working properly. • Creation of Reports in Excel, Macros creation for data management (VBA)•Lean and Six Sigma applied to processes with digital tools. Show less