Customer Support Engineer

• Feb 2021 - Present

Service Management Expert

• Feb 2021 - Present

- Handover, training and support of Global Service Desk for several countries - ITSM services full support of onboarding from one tool (Ivanti) to JSM - Service Transition Management of new Digital Products - Deep diving into each service and their team to create the operational documentation and then insight configuration - Ability to build trust and lasting relationships with the customers, owners of the services - Troubleshooting operating systems - JSM, business applications and network issues support Show less

Senior Customer Support

• Feb 2013 - Feb 2021

- In charge of developing efficiency-enhancing workflows - Provide omni-channel support (via phone, email, chat, social media) - Consult clients about products, discounts, payment options etc. - Resolve problems by applying established policies and procedures - Promptly process orders, applications and resolve clients' requests - Assist human resources with hiring and training - Accomplishment of any other actual company requests (academic writing, reviews writing, translations etc) Show less

English Spanish Translator

• Apr 2011 - Nov 2013

- Leading various projects related to the clients of English-speaking and Spanish-speaking countries - Personal assistance of the owner of the huge concern with different challenging assignments - Maintaining the e-mail correspondence and phone arrangements with the clients (Contract Negotiation) - Translations of juridical, technical, artistic documentation on a tight schedule - Leading various projects related to the clients of English-speaking and Spanish-speaking countries - Personal assistance of the owner of the huge concern with different challenging assignments - Maintaining the e-mail correspondence and phone arrangements with the clients (Contract Negotiation) - Translations of juridical, technical, artistic documentation on a tight schedule