Daniel Pozaicer Huerta

Daniel Pozaicer Huerta Education Universidad Nacional Autónoma de México México City Computer Science, Bachelor’s Degree Altrox Experience Mexico City Helpdesk/OSS Lead - • Led 15 on site support technicians • Handled incoming calls, retail and end user • Created and updated all the documentation for the project CompucomMexico City IT operations Admin (T-Mobile) 2012 - 2015 • On site technician support and Retail store support • Remotely resolved any type of problems with all devices within Retail Stores and RBO offices TATA Consultancy ServicesQuerétaro Project Leader (EY) 2015 - 2017 • Led over 30 L1-L2 Service Desk associates, which supported NA and LATAM through phone, email and chat • Daily meetings with client in order to provide team’s performance analysis • In charge of SLA and KPI fulfillment TATA Consultancy ServicesQuerétaro L2 Support Lead (Tapestry) 2017 – Pres. • Handled the knowledge transition for L1 and L2 support in different locations (Montreal, Florida, New York and New Jersey) • Responsible for all NA and EU process documentation • Led 10 L2 support agents, handling all Retail store devices and network Skills & Interests Technical: Windows OS, corporate hardware, retail hardware, end user hardware, client specific software, Clarify CRM, Service Now CRM, Zendesk CRM, Remedy CRM. Language: Bilingual, Spanish (Native) / English (Non-Native) Interests: Technology, music, videogames