Felix Lenin Borge Mora

Felix Lenin Borge Mora

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Technical Account Manager
Managua Department, Nicaragua

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Job
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Résumé

Jobs verified_user 0% verified
  • Webhelp OneLink
    Technical Account Manager
    Webhelp OneLink
    Jul 2021 - Mar 2023 (1 year 9 months)
    - Weekly regional SLA, project requirements, incidents and RFC reports to CEO and CIO.
    - Technical evaluation and recommendation of tools as an internal software consultor.
    - Regional technology assets budget, purchase and logistics.
    Identify staff requirements and qualifications based on client demand.
    - Coordinate efforts between operational and technology department leaders of multiple internal accounts to provide high level satisfaction to external clients.
    - New account onboarding and multiple project management of "business as usual" accounts, prioritizing deadlines.
    - Identify, analyze and implement continual improvement projects.
    - Effective communication of requirements and next steps to achieve a
  • Webhelp OneLink
    System engineer
    Webhelp OneLink
    Jul 2019 - Jun 2021 (2 years)
    - Remote support to end users of all levels.
    - SLA bound to resolutions via ticketing system and report tracking.
    - Software viability analysis for projects ranging from NVDA for entry level CSR to remote support tools for service desk technicians.
    Troubleshooting of specialized software such as Genesys VoIP solutions, Citrix remote desktops on AWS and VM Horizon Client.
    - Proprietary tools error resolution in team driven efforts with product owners, 2nd and 3rd level support and service providers.
    - Coordinated efforts with vendors and internal departments during campaign deployments, site renovations, maintenance windows and to fulfill hardware requirements.
  • Webhelp OneLink
    Technical Support Advisor
    Webhelp OneLink
    Jun 2018 - Jun 2019 (1 year 1 month)
    - Provided technical support for VoIP and Exchange customers.
    - Fluent use of QoS analyzers for VoIP and CAS Logs generators for exchange servers.
    - Managed customer account services: email security, email routing, message tracking, email archiving, email journaling. Virtual number, IVR, call routing and VoIP softphone configuration.
    Office 365 licensing, user creation, office package installation and troubleshooting.
  • freelance
    Microcomputer maintanence technician
    freelance
    Jan 2007 - Jul 2019 (12 years 7 months)
    - Freelance Hardware/Software preventive and corrective support
Education verified_user 0% verified
  • AXELOS global best practice
    ITIL Foundation Certificate in IT Service Management
    AXELOS global best practice
    May 2022
  • S
    Scrum Fundamentals Certified (SFC)
    SCRUMSTUDY - ACCREDITATION BODY FOR SCRUM AND AGILE
    Aug 2021
  • U
    Bachelor of Engineering
    Universidad Nacional Autónoma de Nicaragua
    Jan 2021 - Current (5 years 9 months)
  • C
    Microsoft Office Specialist for Office Outlook 2016
    Certiport - A Pearson VUE Business
    Feb 2020
  • Universidad Centroamericana, Managua
    No degree, Systems Engineering
    Universidad Centroamericana, Managua
    Jan 2008 - Jan 2010 (2 years 1 month)