ServiceNow
Mechatronics engineer with over 7 years of experience in product development and project management, specializing in problem resolution and results-driven strategies. Committed to continuous learning and professional growth, eager to embrace new challenges and expand skill sets in a fast-paced environment. Passionate about leveraging engineering expertise to drive impactful results and contribute to team success.
Lead the Service Desk team, ensuring performance and SLA/KPI achievement, while driving cross-functional initiatives to implement automation and reduce ticket volume; promote continuous improvement through innovative solutions and mentor team members to support their career growth within the organization.
Managed the acquisition and documentation of knowledge from support teams, created and maintained knowledge base articles, ensured the accuracy and accessibility of the Service Desk knowledge library, and delivered training to Service Desk personnel to enhance efficiency and service quality.
Led teams of 15+ members across three shifts, ensuring continuous monitoring and control of SLA/KPI compliance while fostering a positive and collaborative work environment.
Provide Level 1 IT assistance to end users through different communication channels (including phone, chat and email). In this role, I lead the internal performance rankings on several occasions.
Main responsible of development and industrialization of Imported Products and National Products with imported components.
Agile
ITIL framework
Service level management
Customer service
Service quality management
Goal oriented
Problem-solving
Time management
Team leadership
ServiceNow
SAP
TeamViewer
O365
AWS Cloud
AWS Cloud Certified Practitioner (CLF-C02)
AWS Cloud Certified Practitioner (CLF-C02)
Atlassian IT Service Management (ITSM) Professional Certificate
Career Essentials in Generative AI by Microsoft and LinkedIn
Becoming a Manager Professional Certificate by LinkedIn Learning