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35
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Work Background
ReseneIT Service and Support Manager
Apr. 2022Wellington, Wellington Region, New Zealand
DatacomExperience Manager
May. 2021 - Dec. 2021Wellington, Wellington Region, New ZealandCollaborate with wider Datacom resources to leverage internal capability and drive strategic execution.
• Used design thinking techniques to lead workshops on different projects.
• Partner with People and Culture and across Datacom to lead out on best practice EX
• Champion and drive a ‘customer first approach’ and change programmes to generate a
culture and behaviour change in line with best practice CX.
• Co-create and deliver a comms and engagement strategy that reimagines seamless,
integrated, and elevated experiences
• Design and review of new processes.
• Solving problems with human-centred design within an Agile perspective.
DatacomService Desk Team Leader
Jul. 2020 - Jul. 2021Wellington, Wellington Region, New ZealandCoordinating the daily activities of 17 technical analysts on 3 different teams
• Liaison with the client to seek continual improvement.
• Created new and innovative fully automated tools to get statistics on performance.
• Allocating jobs and workloads to individual staff members based on their ability.
• Coordinating Vendors and third parties through SLA’s.
• Act as the single point of contact for all escalations from the internal and external
stakeholders.
• Implementing new initiatives and making sure all staff understand them.
• Managing team performance and progress.
• Solving problems with human-centred design within an Agile perspective.
• Managing timesheets, 1x1 performance reviews and leave.
• Hiring new members and maintaining the team healthy. I started my experience at Datacom leading the level one and two support teams of one of the largest accounts for a government agency, ensuring we fulfilled the contractual SLAs and simultaneously developed a culture of continual improvement and professional growth.
Later on, my journey was promoted to an Experience Manager role where inside the Customer environment was helping to leverage the company expertise and knowledge across the services redesigning the strategy with a customer-centred approach.
Contact Energy LtdService Desk Specialist
Sep. 2018 - Jul. 2020Wellington & Wairarapa, New ZealandKey Responsibilities: • Coordinate and assist in several of Contact’s ICT projects.
• Acting Team Manager when the manager is on leave.
• Creation of new SharePoint sites and flow automation.
• Design and review of new processes.
• Digital design and Motion graphics.
• Coordinating Vendors and third parties through SLA’s.
• Act as the single point of contact for all IT related incidents and requests, providing a professional IT Service Desk experience to our customers and stakeholders.
• Supporting and coaching of Service Desk Analysts.
• Solving problems with human-centered design within an Agile perspective.
• Self-motivation and ability in punctuality, time management, presentation and administration. This position allows me to participate in several projects across the company in different areas. Since I have started, I have been involved in different projects outside of my role with great success.
Fujitsu New ZealandService Desk Analyst
Nov. 2017 - Sep. 2018Wellington & Wairarapa, New ZealandKey Responsibilities: • Windows Desktop 7 and 10
• Active Directory maintenance and Exchange
• Client PC connectivity - Ethernet, TCP/IP • Remote access tools.
• TfSNow and Vfire ticket systems
• Printer’s local, remote and server technician.
• Experience with MS Office 365 (Admin)
• Customer service and troubleshooting skills
• Assistance on scheduled maintenance upgrades
• Self-motivation and ability in punctuality, time management, presentation and administration. Providing first and second level support to the clients, ensuring prompt resolution of incidents and service requests, either by resolving them myself, or through appropriate escalation to a higher level. I manage calls from initiation to resolution, ensuring the customer is kept informed all the way, and ensuring expectations are set and met.
Embassy of Argentina in New ZealandCommercial Assistant
Dec. 2014 - Nov. 2017Wellington & Wairarapa, New ZealandKey Responsibilities: Commercial and Economic assistant • Presentation of monthly, quarterly and annual economic reports.
• Research and analysis of commercial sectors in New Zealand.
• Participate jointly with local government officials in meetings of international interest.
• Organization of international Film festival coordinating eleven Embassies in New Zealand and Australia to perform a national event.
• Coordinate business meetings between companies from both countries
• Develop new strategies and generate business opportunities. Representing the commercial interest of the companies in both countries, stimulating trade and making sure the alliance between the countries continues and increases the value to both of the economies. Also and by the nature of the small Embassy size, contributing to Cultural projects and activities, helping to maintain and support the IT infrastructure and others.
Fisherman´s TableDuty Manager
Feb. 2013 - Dec. 2014Wellington & Wairarapa, New Zealand
Fiat Auto ArgentinaBusiness Analyst
Aug. 2009 - Aug. 2012Córdoba Province, ArgentinaKey Responsibilities:
• Customer Loyalty managing a portfolio of clients between 100 and 300 per month
• Promotions and sales to further the company
• New trends developments for one of the largest automobile factories in the world
• Working with squad members to discover the best ways to tackle complex features.
• Effectively managing stakeholder expectations and their understanding of progress, scope and roadblocks.
Papelera Cumbre S.ALogistics Manager
Aug. 2007 - Aug. 2009Córdoba Province, Argentina
CEPE SRLIT Services
Dec. 2002 - Aug. 2007Córdoba Province, Argentina
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