Blanca Rosalía Ortiz Soria

▪ Coordinate and supervising projects in our USA filial (FECRWY).

▪ Responsible for supervising the provider staff and establish a relationship with vendors and stakeholders.

▪ Deliver status, follow-up, and reports about the projects in course and finished.

▪ Coordinated maintenance, renewal, support and configuration for the Videowalls (Barco technology) for 3 internal areas (CCO, CSS and NOC) one of them with a size of 16*5 screens.

▪ Responsible for the Collaboration area (IP telephony, CCX (Contact Centre) and videoconferencing system).

▪ Investigated system issues and implemented resolutions to reduce downtime.

▪ Responsible for supervising the provider staff and establish a relationship with vendors and stakeholders.

▪ Coordinated and supervised the update of Cisco CUCM and UCCX in a high redundancy environment and without affecting the operation.

▪ Implemented solutions like high redundancy of E1 trunks.

▪ Started the hybrid modality in collaboration with the Webex App and other collaborative tools.

▪ Diagnosed, troubleshoot and resolved network and system problems.

▪ Monitoring the company's network services.

▪ Providing first level support to our network services.

▪ Run monthly statistical analysis of NOC activity.

▪ Backup of collaboration and security team.

▪ Increased customer satisfaction by providing prompt technical support for reported incidents and service requests.

▪ Maintained accurate records of all incidents, utilizing ticketing systems for efficient tracking and resolution.

▪ Passionate about learning and committed to continual improvement.

▪ Responsible for providing first level help desk support to Grupo México Transportes (Ferromex, Ferrosur and Intermodal) employees.

▪ Answered customer telephone calls promptly and appropriately handled needs.

▪ Expertly managed escalated tickets from initial contact through successful resolution while maintaining excellent communication throughout the process.

▪ Responsible for the service desk agents carry out their activities for Grupo Fármacos and Servicios Scanda Accounts.

▪ Feedback and accountability for quality assurance.

▪ Run weekly and monthly statistical analysis of helpdesk activity.

▪ Hired, managed, developed and trained staff, established and monitored goals and conducted performance reviews.

▪ Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.

▪ Ensure service level agreements for internal/external customers.

▪ Updated manuals and guidelines as technology needs and create new processes if it is necessary.

▪ Assigned work to team members to ensure timely and effective response to user needs.

▪ Trained Service Desk analysts on operational procedures and troubleshooting techniques.

▪ Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.

▪ Responsible for providing first level help desk support to pharmaceutic Roche (Mexico) employees.

▪ Handled technical troubleshooting within an enterprise environment, including system crashes, slow- downs and data recoveries.

▪ Researched and developed knowledge base articles with repetitive issues and res solutions.

▪ Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95% and 100% on all calls.

▪ Junior help desk team leader.

Done other duties as assigned.