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Dannys
Service Delivery Manager PMO at EXCIS LTD
Contacto
Competencias
Proficient in diagnosing and resolving hardware, software, and network issues for diverse end users.
Experienced in coordinating IT projects, ensuring timely delivery within scope and budget.
Skilled in managing and monitoring enterprise network systems and IT infrastructure.
Dedicated to delivering high-quality technical support and building strong client relationships.
Educación
Idiomas
Resumen
Versatile IT professional with over 15 years of experience in technical support, project management, and infrastructure administration across Latin America and the UK. Adept at leading remote teams, streamlining IT operations, and delivering exceptional client service.
Logros Clave
- Led IT infrastructure administration for multiple clients across the Americas, ensuring seamless service delivery.
- Managed remote technical support teams, improving response times and customer satisfaction.
- Supervised helpdesk operations, resolving complex technical issues efficiently.
- Streamlined IT processes, resulting in increased operational efficiency for multinational clients.
Experiencia
OSS Onsite IT Tech Support Engineer
Onsite technical support engineer, end users support, managing helpdesk tickets, monitoring network functionality and applications of the company, troubleshooting, resolving issues for remote users and locally within the office premises, repairing, delivering, and installing computers and peripherals, including handling warranty cases with Original Equipment Manufacturers, managing physical stock of devices (laptops, monitors) and accessories, managing hardware inventory checks, and updating Asset Management tools or the Configuration Management Database (CMDB), managing audio-visual equipment, video conferencing tools VoIP, and meeting rooms, managing the shipping, receiving, and movement of IT equipment, configuring new devices for new users onboarding, end point security application management, MFA configuration and management, designing and implementing procedures as per company requirements.
Service Delivery Manager PMO
Remote technical support manager at a multinational company based in the United Kingdom, responsible of the IT infrastructure administration for different clients in the AMS region (NAM, LATAM), overseeing multiple projects for different clients across all countries. Responsibilities include planning, implementation, creating procedures, technical support, coordination, network administration, end users devices administration, designing and implementing solutions as per requirements, servers support and administration, domain access and users administration, all of the different resources implemented for the use within the company such as MS office, cloud, apps, sharepoint, stock management tracking, KPI reporting, PnL budget management, ticketing systems (SNOW), as well as supplier/partner management and compliance.
Tech Support Engineer
Responsible for the administration and operation of the IT resources and systems of a multinational client company as an external outsourced provider. Main responsibilities: Customer support through help desk ticket management, system administration and user and role hierarchies, networks and servers, planning, evaluation, and execution of all network projects and maintenance, personnel management, budget and cost control, inventory management, database management, and web development and programming.
IT Coordinator & Tech Support Engineer on Duty
Responsible for the planning, coordination, and scheduling of all tasks and schedules to meet established deadlines. Maintains all company systems and devices, including end users, asset inventory, escalation management, service tickets, system administration and user and role hierarchies, supervision, vendor communication, report and documentation generation, database management, and web development and programming.
IT Technical Support Specialist
Corporate technical support agent for clients in the U.S. Support for Windows and MS Office operating systems, networks, printers, iPads, and domain user management via Active Directory. Development of Salesforce CRM applications using APEX and MS SharePoint.
Technical Support Agent
Telecommunications support agent for U.S. providers (QWEST, AT&T, Verizon), assisting end users on troubleshooting and providing a solution, coordinating dispatch support.
Technical Support
Responsible for quality control of electronic equipment inventory and preparing devices per client specifications.