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Teleperformance – Desktop Support Analyst (Jul / 2016 – currently)

IT Trilingual Desktop Support
Analyze factors and risk matters for nearshore companies. Gives a detailed report of how to solve every issue and person in charge for contacting IT areas responsible for run the fixing described on the reports. Among companies clients are: Comcast, Cricket, Uber, GOL Airlines, Copa Airlines, Allianz, BBVA, Aetna, Microsoft.

IBM – Trilingual Agent (Jan / 2016 – Jun 2016)

IT Trilingual Agent
Tecnological Support Level 2 in English and Portuguese for the Projects. Argos in USA, and Radio Call Dispatch for Brazil. Remote Support for Argos USA among the tasks.

UNISYS S.A.– IT Analyst Leader (Aug/ 2012 – Aug 2015)

IT Analyst Leader

Technological support in software, hardware, client applications, diagnosis of massive cases for Unilever, Baxter, GE, Abbvie, Delphi, Novartis, ISA, World Group, Eramet, Allergan remotely and via phone to the companies; Support in English, Portuguese and Spanish for the headquarters of the companies located in Puerto Rico, Brazil, Portugal, Spain, Trinidad and Tobago, Central America and South America; Handling multiple management tools such as BMC Remedy, DSM.
Out Of Hours Team leader for the team located in Bogota. Contact with international projects ranged from the NOC located in Bogota (Network Operations Centre) coordination and performance of roles They included network management, storage , management and administration of Active Directory, configuration, installation and upgrading of SharePoint, help desk staff training to use SharePoint from the end-user role, management services, conducting back up of the data of SharePoint, Servers admin in different roles to allocation, storage, network Policies Management, administration of services, including printing service, server monitoring for the application of the corporation, monitoring the performance of Internet services and email via server 2003 win, win 2008 server. Monitoring and management of Avaya and Nortel IVR system maintenance, system monitoring Recording, export recordings when it was required. Programming and verification on services Backups applications Available on calls for off hour’s shifts, available for any eventuality on maintenance, upgrades, and testing of applications, these ones were made commonly on weekends.

Global Insurance Company (Feb / 2012 – July 2012)

Support Agent Level III

Technical support to outlets and Intermediaries issuing insurance policies remotely and via phone; Aranda manager for the company; Assignment of permissions for internal employees; Monitoring of web services. Person in charge for monitoring doors security system

STG , UNISYS S.A. Contractor (Oct / 2009 – Sept 2010)

Help Desk Agent

Remote support to Scotiabank internal employees located at Chile

AVIATUR (Dec / 2007 – May 2008)

Onsite Technician

Technical Support for Office Items such as Desktops Computers, Printers, Scanners. Via remote, in person and via phone.
Office Items Reparing, Maintenance, update","rawText":"PROFESSIONAL EXPERIENCE Teleperformance – Desktop Support Analyst (Jul / 2016 – currently) IT Trilingual Desktop Support Analyze factors and risk matters for nearshore companies. Gives a detailed report of how to solve every issue and person in charge for contacting IT areas responsible for run the fixing described on the reports. Among companies clients are: Comcast, Cricket, Uber, GOL Airlines, Copa Airlines, Allianz, BBVA, Aetna, Microsoft. IBM – Trilingual Agent (Jan / 2016 – Jun 2016) IT Trilingual Agent Tecnological Support Level 2 in English and Portuguese for the Projects. Argos in USA, and Radio Call Dispatch for Brazil. Remote Support for Argos USA among the tasks. UNISYS S.A.– IT Analyst Leader (Aug/ 2012 – Aug 2015) IT Analyst Leader Technological support in software, hardware, client applications, diagnosis of massive cases for Unilever, Baxter, GE, Abbvie, Delphi, Novartis, ISA, World Group, Eramet, Allergan remotely and via phone to the companies; Support in English, Portuguese and Spanish for the headquarters of the companies located in Puerto Rico, Brazil, Portugal, Spain, Trinidad and Tobago, Central America and South America; Handling multiple management tools such as BMC Remedy, DSM. Out Of Hours Team leader for the team located in Bogota. Contact with international projects ranged from the NOC located in Bogota (Network Operations Centre) coordination and performance of roles They included network management, storage , management and administration of Active Directory, configuration, installation and upgrading of SharePoint, help desk staff training to use SharePoint from the end-user role, management services, conducting back up of the data of SharePoint, Servers admin in different roles to allocation, storage, network Policies Management, administration of services, including printing service, server monitoring for the application of the corporation, monitoring the performance of Internet services and email via server 2003 win, win 2008 server. Monitoring and management of Avaya and Nortel IVR system maintenance, system monitoring Recording, export recordings when it was required. Programming and verification on services Backups applications Available on calls for off hour’s shifts, available for any eventuality on maintenance, upgrades, and testing of applications, these ones were made commonly on weekends. Global Insurance Company (Feb / 2012 – July 2012) Support Agent Level III Technical support to outlets and Intermediaries issuing insurance policies remotely and via phone; Aranda manager for the company; Assignment of permissions for internal employees; Monitoring of web services. Person in charge for monitoring doors security system STG , UNISYS S.A. Contractor (Oct / 2009 – Sept 2010) Help Desk Agent Remote support to Scotiabank internal employees located at Chile AVIATUR (Dec / 2007 – May 2008) Onsite Technician Technical Support for Office Items such as Desktops Computers, Printers, Scanners. Via remote, in person and via phone. 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