Paulina Calderon

PAULINA CALDERON RAMOS SYSTEMS ENGINEER EDUCATION UNITEC, CDMX, México. Network and Software Engineering Currently / online – 4 quarter SUMMARY Systems engineer with more than five years of experience in service desk support and management. People administration and control with the QA SAP team. High sense of responsibility and committed in the work performance. Experience in resolution and negotiation of IT issues. I’m seeking a challenge being part of a company with a broad sense of constant evolution, both between the institution and the collaborators, in such a way that it adapts and responds to the new needs of society. Apply my experience and knowledge in the IT area for the solution of incidents, customer service and good performance of assigned functions. CONTACT INFORMATION CDMX, Méx Mobile phone:- Linked In https://www.linkedin.com/in/paulinacalder%C3%B3n-ramos-322a6647/ E-mail- LANGUAGES • Spanish: Native • English: Expert • Italian: Basic UNAM, CDMX, México. Language and Hispanic Literature Bachelor´s degree 2007/2011 CONVERSA INSTITUTE, CDMX, México. English Teacher Certificate expedited by SEP 2006/2008 PROFESSIONAL EXPERIENCE TechMahindra - Agent Level 1 from Client Support Center in Target July2019 – Currently CDMX, Mex Indian multinational subsidiary of the Mahindra Group, providing information technology (IT) services and business process outsourcing (BPO) to companies in various vertical and horizontal markets. Reporting to: María del Socorro Aguilar – Team Lead Job responsibilities: • Managing calls from the employees from Target stores from United States. • Providing support to registers, self-check outs, Card Readers, cables, receipt printers, monitors, 2x20 displays, first level troubleshoot for NCR devices. • Giving support to POS software, registers and all devices attach to the registers in real time by remote connectivity. • Support to administrate user accounts and devices. • Giving chat support to Adidas account. Achievements: • Develop customer service skills related to Retail operations. • Managing of Indian and American business unit. • Develop skills related to management the technical tools in a Target Stores and retail operations. Global Hitss - IT Service Delivery Team Leader November 2018 – June 2019 Aguascalientes, Mex Subsidiary of América Móvil. Part of the Carso´s Group, leading provider of telecommunications services in Latin America with more than 363 million accesses. Reporting to: Miguel Angel García – IT Projects & Processes Director Direct reports: 18, Service Desk agents from FCC project. Job responsibilities: • Managing 18 level one agents taking calls. • Developing activities focused on customer service. • Providing support on floor by answering questions, helping with hard cases and long calls, providing coaching and QA feedbacks to agents. Achievements: • Design of the CIP for the project Global Service Desk from FCC, based on ITIL to accomplish with the SLA’s and OLA’s agreement. • Design and implementation of onboarding training for new agents Software Competencies. OFFICE 365 SAP Audacity Movie maker. AVAYA – IP Phone. Active Directory Exchange Console CITRIX Console Sales Force Service Now CISCO IP Phone CITRIX- communication solution. Azure Visual Basic Autocad ATOS, Service Desk Agent from SAP in Siemens. June 2016 – August 2018 CDMX, Mex. French company that manufactures and distributes medical and industrial equipment and IT Solutions over 100 countries Reporting to: Rodolfo Vera - Manager of SAP Support in MAM Direct reports: 1, Service Desk Agent from SAP B Job responsibilities: • Performed the classification and assignment of SAP tickets in a first level of attention. • Given solution to authorization and initial configuration tickets. • Coordinating the communication and approach campaign with the end user and SAP for Mesoamerica. • Following up on complaints and dissatisfaction surveys • First point of contact taking calls and monitoring email box for Siemens users seeking for SAP Support Achievements: • Compliance with the KPIs according to the objectives of the service. • Creation of the training plan for the end user regarding changes to the SAP accounts, more than 1000 users has taken this training. • Generation of executive reports of the data obtained in the management of Tickets. • Design and implementation of Master Classes to the end users with the training of user account creation into SAP system. COMPUSOF, Operational coordinator and bilingual operator from Siemens México commutator. Mexican company that provides IT solutions. June 2015 – June 2016 Reporting to: Uriel Morado, Operations Analyst B from Infrastructure. Direct reports: 3, operational members from Central Siemens México Job responsibilities: • Functions/skills required (one bullet point for each example). • I trained and developed material to evaluate the service and quality of the calls. • Domain of IP telephony applications and the database of workers. Achievements: • Reduction of abandoned calls, creation of quality control system aimed at compliance with the SLA and OLA’s agreements from the Service. • Development of onboarding process from the new agents. • Development and application of strategies to improve the quality into the service. Other Courses: 2020 - AZ-104T00-A: Microsoft Azure Administrator 2020 - PL – 900 Microsoft Power Platform Fundamentals. 2020 - AZ-900T01-A Microsoft Azure Fundamentals 2020 - ITIL Foundation V4 2019 - Leadership by Carlos Slim Foundation. 2019 - Discipline at work by Carlos Slim Foundation. 2019 - SCRUM Foundation 2019 - ITIL Foundation V3 2016 - IT Technician by SEP & Carlos Slim Foundation. 2016 - Internet of things (IoT) Cisco.