Implementation Project Manager – US Theater (July 2012 – November 2014) Responsible for the following tasks: Manage projects including installations or upgrades. Perform pre-installation reviews . Ensure proper materials and manpower arrives at the customer site on time. Act as primary escalation point for any technical issue. Engage in first escalation actions to ensure any technical issues are properly addressed with the appropiate key resources and experts. Escalate via web tools to Duty Manager to ensure flagged critical cases are taken as priority. Engage with Provisioning Manager and US Regional Directors and participate in war rooms meetings with internal stakeholders and key players depending on critical cases and premium customers. Provide total project leadership. Responsible for closure and revenue recognition.
Customer Service Agent | Avaya Argentina (May 2009 to June 2012) As IT Customer Support Agent was responsible for assisting Business partners and Avaya associates and project managers on a diversity of projects and tasks. Tasks included: troubleshooting license issues/walking customer through the support site. common errors in SAP orders and quotes. training documentation ownership. help-desk support through phone, email and HP Service Manager system. Achievements and promotions: In April 2011 I was promoted from Associate 13 to Associate 15/ Team Leader due to consistently achieving monthly metrics. I was the agent who closed the most cases on a month by month basis. In September 2011 I was assigned to the Avaya Global Revenue Initiative to perform the following tasks: Responsible for manual processing of SAP daily jobs to prevent revenue loss. My actions consisted of orders being refreshed in R/3 system, billing blocks removed and issuing manual licenses for customers. U$S 700k revenue recognition for FY12.
Customer Interaction Agent | SAP Argentina (April 2007 to May 2009)
Front end support for partners and end users of SAP business software through phone, email and OSS ticket system. Issues related to production or test servers. outbound campaign to determine customer future upgrades. remote booking services such as Go Live checks and approval of customer downloads for support patches/kernels and license keys. Primary Weekends Shift Officer for critical escalated messages. Actions as follow: Acting as initial escalation manager for every major open ticket without responses within a certain pre approved time frame (only for Very High messages and High Messages with escalation flag) to maintain initial SLA for VH cases and premium customers demanding weekend support. Engage to Duty Manager. Interact with next Shift Officer to perform cases reports and notes handoff. Enterprise Support Advisor. Basic knowledge of Solution Manager Enterprise Edition. Intensive training on remote delivery of new support structure deliverable.