Tito Israel Garcia Saucedo NA Team Lead Operations Manager

NA Team Lead Operations Manager

QAD

Oct 2022 - Aug 2023 (11 months)

As a Tech Stack Team Lead Manager 100% Remote, I manage a Jr. Support Team-Analysts that are dedicated to providing support via telephone and internet to customers and partners regarding QAD cloud based software products for Manufacturing and the Supply Chain. You will also ensure that all necessary staff, tools and other resources are in place and appropriately deployed to address and resolve customer issues related to company products/applications and operating environments. Regularly monitor service requests and incidents assigned to the team. Ensures the team meets and exceeds customer agreed service level agreements (SLA). Plan and prioritize workload among team and provide timely inputs on all service requests and incidents assigned

Google Queue Manager Tech Architect

Infosys

Sep 2021 - Aug 2022 (1 year)

Ticketing systems such as Sales Force, Jira, Service Now - Office suite such as MS Office, Google Docs, etc. Desirable: - Good understanding and experience in Database development and support. - Good Understanding and cording experience in Algorithms & Data Structures. - Should have understanding of System Design / scaling. - Should have experience in testing Applications. - Should have basic understanding of Networking Protocols and trouble shooting. - Object Oriented Programming - Knowledge on developing applications and deployed in a cloud platform. MANDATORY SKILLS / REQUIREMENTS - Excellent customer interfacing skills. - Excellent written and verbal communication skills in English. - Strong attention to detail and outstanding analytic

Technical Support Analyst

JDA Software

Jun 2017 - Mar 2020 (2 years 10 months)

Support Operations Activities: High Priority Laptop Support (When Help Desk response times not sufficient) 1. Troubleshooting General Performance issues (OS/driver) 2. Driver and other hardware related issues. 3. Troubleshooting other local issues Application 1. Accept request. Initial diagnosis if issues. 2. Browser based issues troubleshooting (connectivity, version) 3. CPS requests for mobility applications Performance 1. Environment / Performance Monitoring (Free space, CPU Utilization reports) 2. Document recurring resolutions/Share w/L1 and L2 3. Disk Space Low - Disk Cleanup Inventory Management & Monitoring 1. Use DSOnline to identify VMs with missing owner information. Pass onto L2 for updating in VMWare. 2. Gen

Associate Technical Consultant

Honeywell

Feb 2016 - May 2017 (1 year 4 months)

Provide all support to all Honeywell Products via email, Salesforce Queue Tickets, via phone, chat, and remote. Handling calls from USA, Centro America, South America, Canada and Mexico, daily talk to different users, business partners, and directors to resolve cases. Coverage of Technical Support Helpdesk (Hotline, mail and web support) Provide pre- and post-sales technical assistance for internal and external customers: facilitating the identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations. Timely resolution is of high importance. Suppor

lotus domino Administrator

IBM

Sep 2008 - Dec 2012 (4 years 4 months)

Tasks & Responsibilities ✔ Technical Consultant to our customers, remove technical inhibitors to the sale of IBM products, solutions and services. ✔ This Specialist assures a solution technical feasibility, qualifies opportunities, understands customer business and technical environments, ensures successful installation and drives implementation planning. ✔ When engaged for a specific opportunity, they are responsible for the technical accuracy of the proposed solution, service, project, or enhancement. Responsibilities also include articulate technical benefits of IBMs products, solutions and services to all levels in customers organization; develop IBM product expertise needed to technically differentiate from and position against co

Tito Israel Garcia Saucedo

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