Incident manager
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Professional Summary • 1+ years as quality assurance analyst • 2+ years of technical care customer service • 3+ years of specialized technical care, service desk environment • 3+ Data and reporting specialist for a global beverage company service desk´s with various functions including: o Daily incident reporting o Manage associates scheduling and productivity report o Constant calibration with L2 and L3 support teams o Coordinate leadership members to target an specific SLA o Associate scheduling and forecasting o Improvement plan design and implementation o Scorecard design and implementation o SAP Business Objects report design and creation o Proficient with Service Now, SAP Business Objects, Power BI, Quick Base and Tableau o ITIL & Agile Oriented • Currently functioning as Major Incident Management Data Analyst with various functions including: o Daily major incident reporting o Dashboard design and creation o Constant calibration with level 3 teams o Driving coordination efforts in order to restore service on major outages o o Proficient with Service Now, SAP Business Objects, Power BI, Quic
Professional Summary • 1+ years as quality assurance analyst • 2+ years of technical care customer service • 3+ years of specialized technical care, service desk environment • 3+ Data and reporting specialist for a global beverage company service desk´s with various functions including: o Daily incident reporting o Manage associates scheduling and productivity report o Constant calibration with L2 and L3 support teams o Coordinate leadership members to target an specific SLA o Associate scheduling and forecasting o Improvement plan design and implementation o Scorecard design and implementation o SAP Business Objects report design and creation o Proficient with Service Now, SAP Business Objects, Power BI, Quick Base and Tableau o ITIL & Agile Oriented • Currently functioning as Major Incident Management Data Analyst with various functions including: o Daily major incident reporting o Dashboard design and creation o Constant calibration with level 3 teams o Driving coordination efforts in order to restore service on major outages o o Proficient with Service Now, SAP Business Objects, Power BI, Quic
Universidad De Guadalajara, Organizations Management Degree
