Marcelo Saldana

Experience

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  Teleperformance Mexico

  Jan 1997 - Jan 2002

  • Clearpay Specialist

    Jan 1997 - Jan 2002

  • Clearpay Specialist

    Jan 1997 - Jan 2002
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  ACS, a Xerox Company

  Aug 2008 - Jun 2012

  Remote Desktop Technician

  Assist Internal ACS users from HCMS, EHRO, TBO and other ITO employees (all within ACS): Using the following tools to remote in: Logmein, Teamviewer, Dameware. Assisting users with the following applications: Office 2003, 2007, 2010. Project, Access, Sametime, OCS, Infobank, TABS, and other propietary databases and internal tools. Managing Blackberry Enterprise Server: Activating De-Activating devices, Troubleshooting devices, Reporting devices malfunctions to Sprint, ATT, Verizon, T-Mobile and other carriers. Optimizing blackberry use.Computer issues: Optimizing user's machine performance. Virus prevention and removal. Even on infected machines. Data back up. Wireless and LAN issues.Local IT. Deployment of laptop and desktop machines due to end of life and OS migration (windows xp/nt/2000 to windows 7).ID Admin: password reset per ticket, software deployment via sccm acs console, email address, creation and modification, share drive access, mapping, user emergency removal, etc Show less

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  John Deere

  Feb 2012 - Feb 2015

  Configuration Center Supervisor/Deployment Specialist

  Responsible of imaging desktops, laptops and workstations at Config Center MexicoLead of project to replace the entire companies’ hardware with new equipment as well as update the operating system and Office suite. (windows xp to windows 7 migration)Responsible for working closely with the rest of the team to deploy the new devices, pick up the old and provide some on the spot training to the first time Windows 7 users. Moving user files (backup) and adjusting drive mappingsMicrosoft Active Directory, Windows Domains and Group Policy Objects, SCCMExperience with desktop support, PC Refresh or PC deployments within a corporate environment (domain)Provided Local IT Support to end users at IT Reception. Warranty replacement parts via HP Warranty. Upgrade Hard Drives through backup process.Provided Conference Room Support when Thin clients failed or when end users had a video connection issue.Provided VIP Support when those end users experienced trouble at their offices. Show less

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  Infosys BPM

  Aug 2015 - May 2022

  As a Dispatcher for Service Desk performed the following functions: Catch and Dispatch tickets that are out of scope for the Service Desk and assign them to the correct support teams. Make announcements via Email and Service Desk Support Line of the Major Incidents (High Severity Tickets) impacting that particular region of if it is impacting several sites or the whole company. Dispatch tickets that arrived to the SD via Email or on the Service Now Queue to the different SD Agents. Provide follow up to tickets that were assigned to the wrong Support Group. Show less

  • Team Lead

    Jan 2021 - May 2022

  • CES Analyst

    Jan 2021 - May 2022

  • CS 100 Certified Trainer

    Jan 2020 - May 2022

  • Help Desk Supervisor

    Jan 2017 - Jan 2021

  • Dispatcher

    Jan 2016 - Jan 2017

  • Process Specialist

    Aug 2015 - Jan 2016
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  Tata Consultancy Services

  May 2022 - now

  Team Lead

  Lead the agents on a daily basis to fulfill the SLAs designed by the client. Supervise the live status of all the agents (team of 40+) on Cisco finesse. Provide daily feedback to the agents via coaching loops and ticket audits. Follow up the agent created incidents to avoid them from falling out of the SLAs. Coordinate the amount of people available and on other statuses on the call system to have enough people available per every shift. Work with QA department in order to increase the levels of quality on the CSATS and prevent the increase of Dsats. Follow up with the new joinees the setup of their accounts on the TCS systems like Email, Domain and other passwords. Guide them as well to start working on the mandatory courses per the company policy and the client system as well as on the company linked in courses. Report when the agents are not able to fill in the Time sheet on a daily basis which is a mandatory process on the company. Monitor the agents calls live and recorded for quality improvement providing timely feedback to the agents. Resolve agents doubts on their daily challenges when they are on calls to assisted them resolving the caller issues providing them with KBs on the Client database. Assist to meetings with HR when needed to intervene when issues arise with the agents. Interview Helpdesk Job Candidates to filter and to select the best agents to start the joining process by driving an interview in English to evaluate the fluency in English language.Perform certain Major Incident Management functions such as: Notify via Teams to MIM Group to notify about Sev 1 and Sev 2 tickets. Once Notified contacted On Call for that particular issue ticket and once contacted joined them to the MIM Teams call for that issue. Provide Ticket Details to the On Calls. Show less