Pablo Andrey Brenes It manager

ICM

Anuvu

Apr 2022 - Current (4 years 4 months)

As an ICM, I acted as the first point of escalation for all customer service incidents, ensuring effective internal communication with the NOC and other stakeholders. I monitored the health of the fleet by analyzing flight data, drawing conclusions about system performance, and providing maintenance recommendations based on my analysis. I understood the impact of software reversion changes from a system perspective, engaging in the evaluation and testing of new software revisions while developing the necessary procedures for deployment across the aircraft fleet. Additionally, I developed and maintained aircraft-level procedures, performed system-level troubleshooting, and managed the implementation of corrective actions. I conceptualized an

Guest Services Supervisor/ It support at sea

Norwegian Cruise Line

May 2014 - Apr 2022 (8 years)

As a Guest Services Supervisor/IT Support at Sea, I have served as the Technical Global Support and Incident Process Manager since December 2008, leading the Dow Supervisor on Process and Incident Chat/Support team and acting as the focal point for the Dow Global Service Desk and Incident Management. My responsibilities included creating and executing project work plans, adjusting them as necessary to meet evolving needs and requirements. I identified required resources and assigned individual responsibilities while managing the day-to-day operational aspects of projects and their scope. I reviewed deliverables prepared by the team before presenting them to clients, ensuring adherence to our methodology and project standards. I prepared for

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Mobiliti Implementation Specialist

FISERV LENDING SOLUTIONS

Aug 2012 - Oct 2013 (1 year 3 months)

As a Mobiliti Implementation Specialist, I was responsible for overseeing the GPS Reporting Performance Management and ensuring the successful implementation of mobile banking solutions. My role involved providing technical support for the Mobiliti platform and facilitating goal setting through the Fiserv Global Performance System. I managed the Mobiliti Testing Mode Environment and coordinated Bank Solutions Mobility Premier Implementations, ensuring that all aspects of the project were executed efficiently. Although forms development, customer success, and account management were not my primary focus, I leveraged my project management skills to oversee the full project lifecycle—from inception to implementation. This included meticulous p

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Account Supervisor

First Base Program Avast Anti Virus Manager

Dec 2011

Roles played on Plumchoice: • Calibration meetings with Ops manager • Call Monitoring & shadowing • Daily calibration meetings with supervisors & team leads • Weekly sessions were delivered to the agents with PIP • 22 agents under my command • Daily queue monitoring on voice & chat queue

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Technical Supervisor

Plum Choice

Sep 2011 - May 2012 (9 months)

As a Technical Supervisor, I created and executed project work plans, revising them as necessary to adapt to changing needs and requirements. I identified resources needed and assigned individual responsibilities, ensuring that the day-to-day operational aspects of the project were managed effectively. I reviewed deliverables prepared by the team before passing them to the client, applying our methodology and enforcing project standards to maintain quality assurance. I prepared for engagement reviews and implemented quality assurance procedures, minimizing exposure and risk on the project while ensuring that all project documents were complete, current, and stored appropriately. In terms of project accounting, I tracked and reported team ho

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Account Tech Supervisor

Plum Choice

Sep 2011 - May 2012 (9 months)

Call Monitoring & shadowing Daily calibration meetings with supervisors & team leads Weekly sessions were delivered to the agents with PIP 27 agents under my command Daily queue monitoring on voice & chat queue Feedback delivery & PIP for Agents & Team leads Daily attendance report and payroll Vacation & especial permission process delivery with WFM

Manager Supervisor

AT&T

Sep 2011 - May 2012 (9 months)

Roles played on Plumchoice

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Tech Supervisor

Sound Integrated, Syndeo, Veterans, Whaley.

Apr 2011 - May 2012 (1 year 2 months)

Every company has a different domain, network printers, vpn, IP phone, outlook, SAP & many other different tools for support, besides that they all have their own phone script and queue.

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Tech Support GSD Novus Supervisor

Fujitsu America

Dec 2010 - Oct 2011 (11 months)

Novus International leading development of animal health and nutrition products. Roles played on Novus: Second level (Receiving all escalations on cases & calls, having an average of 40 escalations per day) QA monitoring & QA calibration meeting daily in order to create performance improvement plan for the account. Conference calls & online meetings with the client. WebEx & live meeting training sessions with Local support from Saint; Daily Training sessions on tech support & customer service techniques. 15 Agents under my command.

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Ingram Micro & Novus Int PM

Ingram Micro & Novus Int

Dec 2010 - Oct 2011 (11 months)

As an Ingram Micro & Novus Int PM, I served as a Wholesale provider of technology products and supply chain services, overseeing Technical Global Support and incident management as a Supervisor and Second Level Support Analyst. My responsibilities included managing VPN connection requests and troubleshooting issues, providing comprehensive support for Microsoft Outlook, and ensuring seamless intranet and internet connectivity. I also addressed SAP R2 & R3 printing, security, and connection issues, as well as smartphone synchronization challenges. In addition to my core technical support duties, I adapted to the evolving needs of the client by engaging in various roles during a significant transition period. This involved not only incident m

Tech Supervisor

Fujitsu

Aug 2010 - Oct 2011 (1 year 3 months)

Second level (Receiving all escalations on cases & calls, having an average of 40 escalations per day) QA monitoring & QA calibration meeting daily in order to create performance Performance Improvement plan for the account Conference calls & online meetings with the client. WebEx & live meeting training sessions with Local support from Saint Louis, Missouri. Daily Training sessions on tech support & customer service techniques. # 15 Agents under my command. #

IT Support Engineer

Hewlett-Packard

Aug 2006 - May 2010 (3 years 10 months)

Chat queue monitoring, adding or removing inactive chats on agents and contacting clients with missing chat sessions Checking on web mail cases to accomplish with 1 hour SLA to first respond

Service Desk Tech Support

Hewlett-Packard

Aug 2006 - Feb 2010 (3 years 7 months)

Provided customized service desk technical support to more than 42000 Dow Employes worldwide. Calls related to: VPN, Outlook, Exchange Server, Guest Access by Cisco, Networking, Intranet, Internet, VoIP Cisco & Avaya, Network Printers, SAP R2 & R3, Zebra Sap Label Printers, Windows XP, Remote assistance, Telnet VAX. # Vpn token creation & synchronization (AT&T VPN provider) # Guest access account creation & access renewal # SAP R2 & R3 printer queue test & transaction removal # SAP R2 & R3 security & password reset issues/request # Server backup restore # Storage SCSI technologies & Ubuntu support # Remote access with Timbuktu, net meeting, & WebEx. # Smartphone synchronization & Google apps. Desktop virtual phone support (VoIP) Microsoft S

Technical Global Support and incident Process Manager

Hewlett-Packard

Mar 2006 - Mar 2010 (4 years 1 month)

As a Technical Global Support and Incident Process Manager since December 2008, I have led the Dow Supervisor on Process and Incident Chat/Support team, serving as the focal point for the Dow Global Service Desk and Incident Management. My responsibilities included creating and executing project work plans, adjusting them as necessary to meet evolving needs and requirements. I identified required resources and assigned individual responsibilities, while managing the day-to-day operational aspects of projects and their scope. I reviewed deliverables prepared by the team before presenting them to clients, ensuring adherence to our methodology and project standards. I prepared for engagement reviews and quality assurance procedures, effectivel

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Service / Technical Support

DOW CHEMICALS

Jan 2006 - May 2011 (5 years 5 months)

included the following roles of analyst) Tech Support, working with Dow Chemical's clients from Americas, APEC, Latam, Europe. Handled over 60 Tech Requests per day on the following applications & service request: Provided customized service desk technical support to more than 42000 Dow employees worldwide. VPN, Outlook, Exchange Server, Guest Access by Cisco, Networking, Intranet, Internet, VoIP Cisco & Avaya, Network Printers, SAP R2 & R3, Zebra Sap Label Printers, Windows XP, Remote assistance, Telnet VAX. Vpn token creation & synchronization (AT&T VPN provider) Guest access account creation & access renewal SAP R2 & R3 printer queue test & transaction removal SAP R2 & R3 security & password reset issues/request Server backup restore Sto

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Account technical tools developer & tool maintenance technician

CR DOW GSD

Aug 2005 - May 2011 (5 years 10 months)

Client meetings & Calibration meeting with Ops manager QA calibration process meeting Duty manager on call on weekends Online training sessions with Local support; Managed over 60 Agents divided in 4 waves

Cultural Activities Assistant

Centro Cultural Costarricense Norteamericano

Jan 1999 - May 2006 (7 years 5 months)

Reporting to the Cultural Director of CCCN, help to coordinate and participate in international student activities and events throughout the cultural program as a part of the cultural experience for various University programs being offered. Worked directly with the international students, taking them on activities, & making master class during their visit. Provided event planning and administrative support to the International program office. Having sound & Lighting knowledge of the TEO and its history, also provided castle tours to students and delegations as requested

Pablo Andrey Brenes

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