Infrastructure Support Specialist

• Dec 2017 - Present

Service Desk Team Lead

• Apr 2016 - Dec 2017

Activities and Responsibilities:▪ Scheduling and maintaining the team's shifts ▪ Following work procedures as set by the Business▪ Ensuring all tickets are being resolved within the agreed Service Levels▪ Offering assistance in every difficult situation the team members find themselves in▪ Act as a first point of escalation▪ Building performance reports as required by Management▪ Monitoring all tickets up to resolution maintaining a very good collaboration with the customer and resolver groups▪ Reviewing all the operational procedures to ascertain their accuracy▪ Building/updating operational procedures for the service▪ Participating in all the trainings relevant to the activity to grasp all the necessary knowledge for the changing systems/environments Show less

2nd Line Service Desk Analyst

• Jun 2014 - Apr 2016

I've been promoted to this role and moved to a single client team with a bit more responsibilities due to the team/client workflow . More applications under support and a bit more involved in managing high priority cases .The responsibilities are generally the same:- to provide technical support remotely consistent with established service agreement (SLA )- to analyze and resolve reported incidents within the competences set- to maintain contact with the client and other parties involved in resolving incidents - to act as technical support for field engineers- to monitor and report incidents and issues raised; suggest medium and long term solutions- to identify any particular customer requirement- to decide impact activities ( emergency or incident )- to update the records with the details of all actions taken and with new information obtained- to provide solutions by phone, email or remote connection to incidents and requests according the SLA’sTools used: Active Directory/ SCCM 2007/2012/ Citrix Xenapp/ Server 2008 /2012 R2/Win 7 / RSA / Outlook 2010 / IBM Notes / Show less

1st Line Service Desk Analyst

• Jun 2013 - Jun 2014

On this position of 1st Line Service Desk Analyst , I've worked in a multi client team handling calls , emails , troubleshooting IT devices (computers/printers/routers/switches/mobile phones, etc) and a more detailed list of the responsabilities I had :- to provide technical support remotely consistent with established service agreement (SLA )- to analyze and resolve reported incidents within the competences set- to maintain contact with the client and other parties involved in resolving incidents - to act as technical support for field engineers- to monitor and report incidents and issues raised; suggest medium and long term solutions- to identify any particular customer requirement- to decide impact activities ( emergency or incident )- to update the records with the details of all actions taken and with new information obtained- to provide solutions by phone, email or remote connection to incidents and requests according the SLA’s Show less

IT Technician

• Feb 2010 - Sep 2012

Sales Agent

• Oct 2007 - Apr 2008