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Work Background
NTT DATAKnowledge Manager
Sep. 2021 - Dec. 2021Mexico City, MexicoContributed to consolidating knowledge from various areas into a central location for a North American financial institution. Gained proficiency in Confluence and Data Governance.
HCLTechKnowledge Manager
Jan. 2021Jalisco, MexicoCollaborated with Knowledge Managers, Product Owners, and Service Desk SMEs to define Knowledge Management strategy. Implemented agile methodologies and conducted regular sessions with clients and partners for continuous improvement. Adhered to ITIL 4 standards and participated in ServiceNow upgrades and feature testing. Measured KPIs and defined SLOs for processes, optimizing article findability and increasing chatbot efficiency.
SONDAKnowledge Manager
Nov. 2019 - Jun. 2023Mexico City Area, MexicoProduced technical documentation following KCS standards and led a team of over 60 people for an international client. Managed manual and automated creation/modification of articles and facilitated communication with SMEs and clients. Streamlined large manual conversion into digestible knowledge pieces and occasionally served as a Transition Manager for new clients.
CompuComTechnical Support Manager
Aug. 2019 - Nov. 2019Mexico City Area, MexicoDirected operations and strategy for a major Canadian account, leading process automation and talent identification. Managed payroll, schedules, coaching, and administrative duties for supervised personnel. Oversaw knowledge base management for the client.
CompuComTechnical Writing Specialist
Jan. 2016 - Aug. 2019Mexico City Area, MexicoOversaw a knowledge base of over 100,000 articles and significantly reduced production times through technical writing and automation. Developed SNA 2.0 (ServiceNow Automator 2.0) to create/update over 150,000 articles for company clients.
LanguageLine SolutionsMedical Specialized Interpreter
Jul. 2015 - Jul. 2017Work from home positionProvided real-time over-the-phone interpretation for medical professionals, hospitals, and healthcare institutions. Specialized in medical terminology, ensuring precise and clear communication between patients and healthcare providers.
LanguageLine SolutionsInterpreter
Jul. 2014 - Jul. 2015Work from home positionPreviously handled interpretation for financial institutions, insurance companies, and various industries.
CompuComService Desk Associate
Oct. 2011 - Jan. 2016Mexico City Area, MexicoHandled end-to-end customer support across phone, chat, and email, along with account administration and management.
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