Marie Madeli Silvestre

Experience

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  Siemens IT Solutions and Services Division at Siemens Inc

  Apr 2006 - Feb 2012

  • Classifies faults and provides technical assistance to Nokia Siemens Networks end users• Monitors tickets to ensure SLA is being met• Classifies and dispatches Service Request / Incidents to defined workgroup for further support. • Classifies issue and provides informational assistance to Toshiba customers • Monitors tickets to ensure SLA is being met• Classifies and dispatches Service Request/Incidents to defined work group for further support.

  • Level 2 Technical Solutions Specialist / IT Service Desk

    Jan 2007 - Feb 2012

  • Customer Solutions Specialist

    Apr 2006 - Jan 2007
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  Atos (Formerly Siemens IT Solutions and Services Division at Siemens Inc.)

  Mar 2012 - May 2013

  Global On-Site Service Coordinator, Global On-Site Services PMO

  Role summary: Monitor and deploy Desk Side and Workplace Maintenance services in an enterprise customer environment, as well as support service delivery managers in service operations and service management aspects. Specifically: Distribute job orders, Live Monitor and proactively review operational status from Incident Management Tools Framework, as well as operating level agreements, KPI requirements, and escalate non-compliance / breaches. Participate in Quality, Knowledge, Problem and Change Management activities as required.During Live Monitoring, drive compliance with documented policies and procedures, metrics accomplishments are reported, and support service delivery managers during service performance reviews and continuous improvement activities.Responsibilities:1. Validate and assign job orders to Service Providers to perform workplace maintenance and fulfill service requests.2. Monitor the Life cycle of all deployed job orders through standard incident management tools, and escalate service level breaches and service compliance issues, as well as drive compliance through operational reviews with Service Providers. 3. Act as a subject matter expert of the organization on operations review and service management related matters, and support service management in operations review and service management-related meetings, initiatives and projects Show less

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  Concentrix

  May 2013 - now

  IT GLOBAL SERVICE DELIVERY MANAGER

  IT GLOBAL SERVICE DELIVERY MANAGER January 1, 2020 - PresentDEPUTY MANAGER, IT (IT Local Service Delivery Coordinator II)October 15, 2016 – December 31, 2019ASSISTANT MANAGER, IT (Account IT)May 27, 2013 – October 15, 2016 (hired by IBM Solutions Delivery on May 27, 2013 and was rebadged to IBM Daksh on Feb 1, 2014. Concentrix acquired IBM Daksh the same year)Roles and Responsibilities:• Shields the business from the complexities of other IT groups by being Single Point of Contact of business operations for major infrastructure concerns• Maintains regular linkage with stakeholders to remain in the loop on day-to-day operations issues and status.• Escalates unresolved incidents to other pre-identified support groups• Participates, leads, executes and/or coordinates special projects. Acts as the IT Deployment Project Manager for accounts in steady state• Coordinates with Client and other IT groups to ensure seamless project or change implementation. • Analyzes impact, risks and effort needed to implement a change. This includes coordination and verification from different support groups and secure client sign-off when needed.• Ensured that the technical knowledgebase and documentations are kept current• Assist in Business Continuity Planning and Disaster Recovery simulation activities. Show less