Mariana Mora Chacon

Experience

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  HP

  Mar 2011 - Oct 2013

  Developed Process trainings across the ISS organization based on KPI Trends.Led the adoption of ticketing tool One Page Tool (OPT) for the ISS Organization:• Participated in the UAT Process• Track/Report tool issues impacting critical business areas (SLAs, Supply Chain Metrics, KPIs, etc.) and follow up to resolution.• Creation of OPT and Complementary Tools user guides. Provided Hardware and Software Support for HP ProLiant and Blades Servers for HP customers in the United States, Canada, Latin America, and Brazil.

  • OPT/Process Trainer

    Nov 2012 - Oct 2013

  • Technical Solutions Consultant II

    Mar 2011 - Oct 2013
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  Hewlett Packard Enterprise

  Oct 2013 - Feb 2016

  Problem Manager

  Coordinated cross-vendor teams to ensure RCAs are delivered within SLA.Definition, track and audit Problem Records, RCAs, and Action Items.Led RCA Review Meetings with Service Providers and Customer’s Executive team.Tracked RCA delivery to analyze SLA Metrics to evaluate Service Provider’s performance.Developed and promoted process guidelines and Process Interface ManualsUsed Service Management ticketing tools such as HPSM and Service Now.

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  IBM

  Feb 2016 - Sept 2018

  Senior Incident, Problem & Change (IPC) Manager

  Responsible of overall Incident, Problem and Change Management Processes compliance across multiple IBM Clients.Accountable of the E2E execution of Change, Incident, and Problem Management Processes, acting as the main escalation point for Processes Coordination for +200 Support Teams.Conducted new account’s on-boarding, including process definitions, support teams’ training and account stabilization.Led Process Improvement Plans for Accounts with low performance using agile methodologies. Show less

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  Microsoft

  Oct 2018 - Jul 2022

  Customer Relationship Manager

  Drive escalation resolution for commercial customers and partners.Balance customer success with Microsoft’s policy and interests to achieve win-win situations.Facilitate collaboration of different resources in the field, technical support, and product group to deliver best outcome for Microsoft’s customers.Lead Executive, Legal and Press escalations from consumer and commercial customers.Using effective communication to explain customer’s complex issues and business impact to Support and Product Group teams to expedite a response/resolution for the customer. Collaborate with executive and engagement groups, such as MS Customer Experience, MS Legal department, Business Engagement Managers, among others.Train new Relationship Managers in their role and participate as onboarding partner.Building Internal and External communication templates in collaboration with MS relationship managers worldwide.Act as operations manager for the Americas Duty Management Team. Show less