Carolina Rincon

Tireless worker in constant learning. Motivated, goal achieving, methodical, organized, ability

1st line SD - Siemens

• Reduce backlog by 70% on average in 'peak periods'
• Organise an initiative to 'professionalise' backlog management
• Major incidents management, identify if they can be seen to be related to a programmed change
• Ticket management for users from EMEA (in English and German)
• Ticket management for business applications such as SAP and derivatives
• Collaborate with multinational support teams for backlog management
• Worked on getting workarounds or temporary solutions for issues that can take a long time to resolve
• Handling of software at distinct levels
• First line of attention to senior management users (VIPs)

Team Leader - AtoS

• Achieve average compliance for all SLAs and KPIs
• Reduce employee rotation rate as well as team performance in general
• Support in the onboarding process of new members of the team
• Collaborate in the development and implementation of automatisms and quick access applications (using SCRUM methodology)
• Elaboration of presentations for the final client with the choice of relevant data to be shown
• Review and support in the implementation of changes, as well as possible consequences (problems) derived from them
• Creation of reports and dashboards in ITSM tools to facilitate the review of SLAs and/or tickets of interest
• Coordination with multiple support teams to implement joint support actions, and during 'war rooms' generated to deal with general incidents or problems in progress
• Knowledge management and FTE management during the transition of the service
• Bring on-time attendance rates above 90%
• Financial management (review of invoicing through JIRA and Service Now, as well as preparation of forecasts)
• Improve communication with end customers, as well as between technical teams
• Support in the revision of the report automation to automatically update the general services report in PowerBI
• Process evaluation of the team
• Work in Service Now and JIRA test environments
• Identified opportunities to increase efficiency through automation or process re-engineering

Hauptschule Frastanz (2006) Frastanz, Austria