Laura Berenice Cárdenas Garza

HelpDesk Supervisor at Call IT Once
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Contact Information
us****@****om
(386) 825-5501
Location
Miguel Hidalgo, Mexico City, Mexico, MX
Languages
  • Inglés Full professional proficiency
Skills

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Diana Bertha Solis Fernández

Bere coordina los servicios de TI de una manera sumamente efectiva y productiva, para generar orden y estructura dentro del espacio de trabajo. Con don para liderar equipos proactivamente y capacidad de gestionar todas las actividades de la compañía. Soluciona los conflictos del trabajo de manera asertiva.

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Credentials

  • Asertividad y Manejo de conflictos
    Cencade
    May, 2020
    - Oct, 2024
  • Ortografía
    Cencade
    May, 2020
    - Oct, 2024
  • Power Point
    Cencade
    May, 2020
    - Oct, 2024
  • Scrum owner
    Stratominds
    Jul, 2018
    - Oct, 2024
  • Testing
    Stratominds
    Apr, 2018
    - Oct, 2024
  • Atención al Cliente
    Cencade
    May, 2017
    - Oct, 2024
  • Payment Card Industry Data Security Standard
    Trustwave
    Mar, 2017
    - Oct, 2024
  • Capacidad como Líder
    Cencade
    Feb, 2017
    - Oct, 2024
  • Inteligencia Emocional
    Cencade
    Feb, 2017
    - Oct, 2024
  • ITIL FOUNDATION CERTIFICATE IN IT SERVICES
    AXELOS Global Best Practice
    Nov, 2016
    - Oct, 2024
  • Train the trainers
    Travelport
    Jul, 2014
    - Oct, 2024
  • SABRE EPR
    Sabre Corporation
    Jul, 2010
    - Oct, 2024
  • Sabré revisados
    Sabre Corporation
    May, 2010
    - Oct, 2024
  • Curso básico Sabre Red Worldspace
    Sabre Corporation
  • Formación de Facilitadores en Perspectiva de Género
    UAM Universidad Autónoma Metropolitana
  • TRANSACT-SQL
    La Escuela de SQL

Experience

  • Call IT Once
    • Mexico
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • HelpDesk Supervisor
      • Oct 2023 - Present
  • Corporate Travel Services
    • India
    • Airlines and Aviation
    • 1 - 100 Employee
    • IT Service Desk Supervisor
      • Feb 2018 - Oct 2023

      🔸 In charge of supervising and monitoring the technical and functional support Call Center, as well as the tools: Saber Red, Amadeus and Worldspan. 🔸 Responsible for conditioning and creating images of computer equipment; configuration of IP telephone equipment. 🔸 Management of incidents, inventory, policies, technicians and users in the Service Desk Plus tool (Zoho). 🔸 Analysis of monthly metrics of the Support area, as well as presentation of KPI's to management; inventory administration. Achievements: 🔺 Implementation of KPI's in the IT area. 🔺 Compliance with indicators for 3 consecutive years. 🔺 Increased staff productivity. 🔺 Program testing in a timely manner. 🔺 Establishment of a call center in the IT area. 🔺 Management of call center indicators. Show less

    • Special Accounts Executive (Temporary)
      • 2016 - 2017

      🔸 In charge of the execution of constant QA to the inhouse software; responsible for Data Warehouse and administration of Integral Systems.🔸 Training for support team and administrators, as well as globalizers and billing.🔸 Functional support to the operational area and testing of operational applications; project leader of new operating systems.🔸 Commercial information reporting; purchase of sites with the online tools Concur, Get there and Argo IT, as well as implementation of the site according to what is required by the client. Show less

    • Help Desk
      • 2012 - 2016

      🔸 Attention to the Call Center regarding globalizers Saber, Amadeus and WorldSpan; functional application tester.🔸 Attention to incidents and management of reports in the SalesForce tool; sending of sales reports.🔸 Training for new staff, as well as registration of access in globalizers; creation of operating manuals and quick guides.

  • TURISSSTE
    • Individual and Family Services
    • 1 - 100 Employee
    • National Travel Agency Supervisor
      • 2008 - 2012
    • Leader of Account Executives
      • Oct 2003 - Mar 2007
  • Agencia de Viajes Panorámico
    • Seller
      • 2002 - 2003

Education

  • International College for Experienced Learning
    Ingeniería, Sistemas de Información
  • CETIS 13
    Tecnico Profesional, Agencia de Viajes
  • International College for Experienced Learning
    Especialidad, Sistemas de Información

Community

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