IT Operations leader with 10+ years of progressive experience in Service Desk
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IT Operations leader with 10+ years of progressive experience in Service Desk
MVD ITSD Supervisor at Sabre
ITSD Team Lead at Sabre
Responsible for supporting IT Service Desk front-line analyst and other internal and external customers and suppliers on hardware, software, network configuration among other Sabre IT problems or inquiries through phone, IM or email utilizing monitoring tools and diagnostic methods.
Senior Service Desk Specialist at Sabre
Delivered advanced first-level IT support across Windows, macOS, hardware, mobile devices, networking, and Active Directory/Exchange environments, acting as a key escalation point for complex issues. Provided L2 support and administration for SAP SuccessFactors Learning module, managing user course assignments, completions, and content updates for global users. Troubleshot training-related issues, ensuring accurate course completion tracking and resolving access or progress discrepancies.
Supported user access management within SAP, analyzing roles and permissions to resolve access issues and enabling appropriate authorizations based on user requirements. Investigated and resolved authorization-related incidents using SAP transactions, ensuring users had correct access aligned with business needs. Managed full ticket lifecycle in ServiceNow, ensuring SLA compliance and proactive stakeholder communication.
Drove high first-contact resolution rates while appropriately escalating incidents to second-level teams or third-party vendors when required. Contributed to knowledge management initiatives, mentored junior analysts, and supported onboarding and peer training programs.
Contributor Service Desk Specialist at Sabre
Delivered advanced IT support as a second-level resource, handling complex incidents and acting as a key escalation point for high-priority and unresolved issues. Managed ticket queues, prioritized workload, and assigned cases to ensure SLA compliance and efficient resolution across the Service Desk. Provided user support via phone, chat, and email for urgent issues, maintaining high service quality under pressure.
Managed user access and permissions across development and collaboration tools including Jira, ALM, Git, and internal wiki platforms. Provisioned and maintained access to Rally (CA Agile Central), including workspace and folder-level permissions based on user roles. Troubleshot access-related issues, ensuring appropriate permissions aligned with development and project requirements.
Logged and managed tickets in ServiceNow, maintaining ownership through resolution and coordinating escalations when required. Ensured high customer service standards, supported onboarding through the New Hire Buddy Program, and trained peers on tools such as Avaya One-X and GoToAssist Corporate.
Associate Service Desk Specialist at Sabre
Delivered first-level IT support resolving desktop software, business applications, VPN, and Microsoft 365 issues across Windows and basic Mac environments. Managed user accounts (Active Directory, Webex, iPass, internal systems), logged and prioritized incidents, and ensured full ticket ownership through resolution or escalation. Maintained proactive user communication, documented solutions and root causes to enrich the knowledge base, and generated service reports as required.
Bachiller en informatica in Computer Science – Universidad Tecnológica del Uruguay
Web programming.Net – BIOS institute
