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Work Background
AmazonTechEx triage Analyst
Jul. 2023 - Sep. 2024San José, Costa RicaHelp the tech specialist Team with: ●Resolves tech tickets as much as possible
●Work on automatization projects to reduce backlog and improve the tech tickets resolved
●Review the tickets and in case to be needed send them to the team in charge of resolve the issue internally on the program ● Create documents with all the information and document there all the process that we follow and the quantity of tickets resolves per day
AmazonWFM Real-time Analyst
Jul. 2021 - Aug. 2023• Responsible for queue, skill and profile management adjusting staffing in line with volume.
• Interprets and communicate data impacting the current Service level including shift in arrivals, schedules, productivity that could impact Service level and seller experience.
• Deliver root cause analysis to identify misses in SLA’s through deep dives of data
• Provide inputs on new metrics and tools
• Drives the implementation of new metrics and tool’s along with supporting the change management process involving staff and workforce initiatives.
• Escalate all major issues and notify workforce managers— whether they’re in operations or the affected businesses— ensuring the right people know of the incident at the right time.
• Communicates effectively both verbal and written form on all interactions within and outside of the Workforce Management team. Especially when engaging stakeholders on specific Adherence issues.
• Produce and own daily, weekly and monthly reporting on performance goals
During this role I create a schedule for all the RTAs to increase the SLA of the resolve cases and improve our metrics.
AmazonSeller Partner Support Associate
May. 2020 - Jul. 2021➢ Assistance to the Amazon’s sellers in the all the fulfilment by Amazon related.
➢ Assistance to the general sellers with shipments, configurations of Seller Central, add products, set up the account and manage all the generalities with the Amazon Selling account. ➢ Help to the handmade, custom and B2B sellers with all the configurations all the selling account. ➢ Provide Support to seller central in English ➢ Accomplishment of metrics ➢ Collection of information needed by the internal departments to implement new fixes in the application.
Talent Advisors LatamRecruitment assistant in the IT area and IT representative
Nov. 2019 - Apr. 2020Tech recruiter assistance and IT representative, November 2019 – April 2020 Assistance in the recruitment process by doing sourcing of candidates according to the position.
Supported in the technical interview of the candidates. To do the first call to the candidate to guarantee that his profile coincides which the customer is looking for. Implemented helpful documentation about IT processes: Vocabulary to recruit in Information Technology, the different areas of IT, points of contacts, among others.
To do market research.
Helped solving IT issues related to the Microsoft Office suite, computer hardware, networking, operating systems, communication with the IT senior in charge, contact with the providers, make computers use agreements, maintain the inventory of IT devices.
I were part of the end to end recruitment process.
Tek ExpertsTech Software Support Specialist
May. 2017 - Nov. 2018Technical software support specialist L1, May 2017 - November 2018 Provided technical support to enterprise customers of an agentless monitoring tool (HP Sitescope) for software services and infrastructure. Troubleshoot issues related to networking, OS (UNIX and Windows) and the Java application itself and integrations with other applications, both internal and external. Worked with customers in shared-screen sessions (Cisco Webex) to implement different monitoring solutions tailored to their needs. Collection of information needed by the R&D department to implement hotfixes and new patches of the tool. Supported in team lead responsibilities Helped documenting process
EX2 OutcodingQA
Sep. 2016 - Dec. 2016San José, Costa Rica Testing web pages
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