Experience

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  Align technology

  Dec 2019 - Sept 2022

  Computer aided design engineer

  - Plan and coordinate translation process to guarantee on time delivery of the ClinCheck set up for the customers. CAD / CAM software application.- Update and complete cases that have been assigned by the team lead/specialist or supervisor, such as complaint follow ups, reassigned cases and any case requiring special translation assistance.- Update and inform about incorrect or outdated customer’s and patient’s information, found on any of the customer databases.- Propose ideas for procedures and processes to promote improved service and customer satisfaction and overall department improvements.- Assisted in developing design and drafing for manufacturing processes.- Created and revised production design.- Drafted multi-view products.— Design computer-generated tooth straightening plans using a CAD / CAM softwareapplication.- Computer-generated sculpture design plan.- Present tooth straightening plans to dental and orthodontic professionals for review and approval.— Experienced in ServiceNow development.— Experienced in SalesForce development and use.- Identify the dental anatomy to create a design from sculpting and aligning the plans of treatment.- Review the comments of dental and orthodontic professionals on the plans, incorporating applications in a revised plan.- Ensure the quality and production established by the company, following our MPI (instruction of the manufacturing process).- Read and understand the needs of the customer and the requirements of the clinical physician.- Attended software training for production for new colleagues. Show less

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  Evonik

  Oct 2022 - Nov 2023

  Information technology support engineer analyst

  — Perform 1st, 2nd & 3rd Support Level via phone, chat and remote.— Capture required user data and validate permissions and identity to initiate the service process.— Classification of reported incidents and requests and correct documentation of messages in the ticket system.— Qualified creation, analysis, and resolution of support requests in compliance with defined processes and service level agreements (SLAs) (a very good understanding of the technical issue and the user is a critical aspect of this role).— Autonomous and careful resolution of support requests using knowledge documents and remote-control applications.— In case of ticket forwarding: the creation of meaningful support tickets and documentation for a proper routing.— Assisting the user in applying for permissions, software installations, hardware requests, and orders.— Qualified, meaningful and comprehensible documentation of the actions taken and solutions in the respective support tickets.— Competent technical support of IT users for all computer and telecommunications problems.— Responding to status requests from existing service operations and if necessary, triggering escalations.— Communication with employees and users following guidelines and procedures.— Engage as a competent contact for user satisfaction and being a promoter of a good and friendly customer service.— Queue management / Case management task: in charge of assignment of workload for Agents of SD Americas and RSS with correct Routing. — On the other hand, Local Field Support on site in charge or maintenance of equipment and support of its hardware, Replacement of hardware parts, re image of new Assets, Reporting and tagging of Devices for SSC Costa Rica, troubleshooting of mobile devices, docking stations, printers and Servers Local at Evonik CR site. Show less

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  Ricoh usa, inc.

  Dec 2023 - now

  Information technology technical support ii

  -Protecting privileged information, sensitive data, and data systems such as RMS Solutions Administrator.- Salesforce administrator - iOffice Support.-Proficient in completing all required administrative tasks accurately and within designated timelines.-Experienced in ServiceNow development.-Skilled and Knowledge in Oracle - eBiz administration.-Diligently maintains and renews all industry certifications.-Responds promptly and professionally to incoming support incidents, redirecting to first-level support as necessary.-Records incoming issues and related activities in the incident tracking system, ensuring accuracy, detail, and completion of all required fields.-Applies appropriate escalation procedures for issues beyond the scope of expertise.-Regularly reviews technical information related to supported products, staying informed of new developments and updates. Show less