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Daniel Sarmiento Lelong
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Mexico
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Résumé
Jobs
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Operations Support Weekend ShiftSunset TransportationJul 2024 - Current (2 years 4 months)Ensure shipments are compliant with customer SOP's Schedule, track, and audit shipments Communicate shipment status with customers and Sunset colleagues Update data in company software- CInstall and Integration TeamCluster POSMar 2023 - Aug 2023 (6 months)Designing the local network remotely by configuring the router & switches by setting a different IP range for the POS, Computers, Printers, Payment terminals and display screens Guiding step-by-step on site technicians To deploy network cabling, Computers, POS, printer, display, and payment devices installations. Configuring, in-house hardware and software solutions Integrating, third-party payment solutions like Ingenico & Clover terminals Or by integrating third-party solutions like Paymentree Third-party API integration into Clusters solution
- Remote Merchants & Technical Partners Support AgentPlanetJun 2022 - Dec 2022 (7 months)Associate incidents to known errors or problems and allocate technical calls to the relevant resolver group, initiate escalation procedures, and manage incidents. Maintain a high degree of customer service; provide status updates to customers and verify the quality of service when incidents are closed. Manage and safeguard the confidentiality, performance, and availability of our business applications. Systems Output Assessment Routine (Morning Checks,call list), Decommissioning Process.
- Remote Trilingual IoT Fleet Management SpecialistOmnitracsSep 2020 - Apr 2022 (1 year 8 months)Remote IoT Fleet Management comprehensive operational oversight by monitoring and analyzing intricate IoT telemetry data, unearthing invaluable insights into critical vehicle diagnostics such as fuel consumption, maintenance requirements, and tire pressure. Drove the seamless implementation of IoT-driven safety protocols, orchestrating meticulous driver behavior monitoring and ensuring unwavering compliance with stringent regulations. Swiftly responded to emergencies, harnessing crash alerts and vehicle health diagnostics to fortify driver and vehicle safety.
- Aptar IS Support Center Team Lead EuropeITSEEKERSApr 2020 - Aug 2020 (5 months)SLA Achievement & Leadership Soft Management: Emotional Intelligence & Relationships Hard Management: Performance Indicators ITSM Process Maturity: INC, SR, RFI, KM HR Management Cycle: Acquisition, Organization, Performance Management, Development Workforce Management: Staffing & Scheduling Communication, Coaching, Conflict Resolution & Hands-On Support
- Remote Trilingual IoT Fleet Management SpecialistFleet CompleteFeb 2019 - Apr 2020 (1 year 3 months)Troubleshooting, re-programming, and re-calibrating GPS units remotely Creating and managing client technical tickets on Microsoft Dynamics, SalesForce and ZenDesk. Training and assisting clients with software usage and hardware maintenance - Proactively analyzing reports to identify and determine trends in problematic hardware/software - Handling escalations from internal departments and junior agents to provide a timely resolution - Using conflict resolution and negotiation tactics to de-escalate challenging client interactions -On Call Support, responsible for providing prompt and courteous technical assistance after hours
- Trilingual IT Complaint Coordinator NAM & LATAMSiemensNov 2017 - Feb 2019 (1 year 4 months)Incident & Complaint Management Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements Planning and coordinating all the activities required to perform, monitor, and report on the Complaint Management process Directly works with L1 , L2 & L3 Support to ensure proper recording of Complaints - Ensure that Complaints are assigned to their Support Groups and resolved
- ABB Trilingual Service Desk Team Leader NAMWiproFeb 2016 - Aug 2017 (1 year 7 months)Make intra-day adjustments in an effort to maximize resource efficiency and achieve SLAs and/or OLAs - Perform continual analysis of current performance Conduct real-time re-forecasting to make necessary adjustments in staffing plans - Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results Produce call volume forecasts on a daily, weekly, monthly and annual
- Shoppers Drug Mart Trilingual Service Desk(Retail) Analyst NAMCompucomJun 2015 - Feb 2016 (9 months)Responsible for advising and assisting end users in solving problems related to hardware, software, networks and peripherals using all available technology. Providing support to end users and executives with information technology related issues while giving timely resolution of high level escalations. Developing, documenting, and implementing standard operating procedures and customer service guidelines relating to remote IT support.
- Trilingual IT Service Desk Analyst Remote & On Site SupportJPMorgan Chase & Co.Oct 2012 - Nov 2013 (1 year 2 months)Diagnosis of desktop, application, networking and infrastructure issues. Experience of supporting a wide and varied client base. Troubleshooting PC's, laptops and mobile devices. Administering the IT department's policies and procedures. Responsible for supporting: Windows XP/Vista/Windows 7, Office Suite, Windows Server, Active Directory Management, Blackberry and Mobile Server, Backup Products, Anti-Virus products, DNS/ DHCP, TCP/IP, Ethernet, Wireless Router and Firewall Configurations.
- GCSC Help Desk Analyst Tier I para Hanes BrandsGetronics CompucomNov 2008 - Dec 2009 (1 year 2 months)CSC Help Desk Analyst Tier I for Hanes Brands. IT Wintel Remote Support for Canada, USA, Caribbean and Latin America America, in English, French & Spanish.
Education
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- AFrench CertificationAlliance Française Mexico
- Bachelor's degreeUniversidad del Valle de México