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Funciones:
•    Coordinar e implementar el servicio de soporte para las líneas de negocios de Commercial Programs / Volume Licensing / Partners para Microsoft Latinoamérica.
•    Mantener los niveles de servicio mediante la implementación de estrategias de mejora basadas en la metodología PDCA.
•    Coordinar las operaciones mediante la correcta utilización del recurso humano a cargo: coordinadores, líderes de proceso, especialistas de escalación, analistas de calidad, formadores y asesores.
•    Mantener el desempeño financiero en la campaña teniendo en cuenta el estudio de volúmenes, pronósticos y personal en operaciones basado en la revisión diaria del PyG.
•    Desarrollar e implementar estrategias de retención para la línea de ventas manteniendo altos niveles de ganancias debido al manejo eficiente de los costos dentro de la línea de negocios.
Logros:
•    Exitoso lanzamiento y puesta en marcha de las líneas de negocio a cargo.
•    Mantener niveles de rotación de personal por debajo del 5% durante el desarrollo del proyecto.
•    Cumplir con la meta de renovaciones y retención por encima de los niveles exigidos.

UTS Tech Support Rep 1, Servicios Unisys Technical Services, Bogotá D.C., Junio 2010 – Diciembre 2010.

Funciones:
•    Representar los servicios de la mesa de ayuda de SUSTS.
•    Representa los servicios del Global Help Desk de Microsoft Corp.
•    Brindar soporte técnico a empleados internos de Microsoft Corp.
Logros:
•    Mantener los indicadores por meses consecutivos sobre las metas establecidas.

CRM Center Coordinator, Urbanol Engineering Group, Bogotá D.C., Octubre 2008 – Mayo 2010.

Funciones:
•    Soporte y mantenimiento de infraestructura tecnológica.
•    Generación de informes estadísticos sobre la disponibilidad de servicios de red.
•    Desarrollo y mantenimiento de aplicaciones para plataformas Asterisk.
•    Desarrollar y mantener actualizado aplicaciones en lenguaje PHP empleando bases de datos MYSQL y Microsoft Office Access 2003.
Logros:
•    Cumplimiento del cronograma del proyecto y lanzamiento exitoso del proyecto de mesa de ayuda y asistencia remota.
•    Cumplimiento de los Acuerdos de Niveles de Servicio pactados con el cliente.
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