Carolina Rincon

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

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