Vera Miroslava Licon Nuñez
Computer System Engineer
Chihuahua
Summary
Seasoned Service Manager bringing +7 years of IT experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
8
8
years of professional experience
3
3
Certifications
Work History
Functional Services Manager
Madata IT
Chihuahua City, Chihuahua, Mexico
07.2023 - Current
- Initiated cross-functional team collaborations to address complex customer challenges efficiently while fostering a collaborative working culture within the organization.
- Analyzed performance metrics to identify areas for improvement, leading to more effective resource allocation and better overall results.
- Contributed to the development of long-term strategies for continuous improvement in SAP service delivery.
- Managed a team of SAP professionals (+30 colabs), ensuring efficient service delivery and customer satisfaction.
- Implemented successful upgrades to the latest SAP versions, minimizing disruption to business operations.
- Actively participated in relevant professional forums as well as internal knowledge sharing sessions, staying abreast of industry trends and emerging technologies in the field of SAP services.
- Developed custom reports for management, enabling more informed decision-making and strategic planning.
- Generated services quotes for AMS, consultancy, projects related to SAP.
- Implemented ITIL 4 best practices to ensure SLA's and customer satisfaction.
Service Center Manager
Madata IT
Chihuahua City, Chihuahua, Mexico
04.2021 - 07.2023
- Improved service desk and local support efficiency by streamlining processes and implementing best practices.
- Initiated regular audits of incident tickets to identify recurring issues warranting root cause analysis.
- Championed the adoption of IT service management and ITIL 4 best practices to drive process improvements and increase overall Service Desk effectiveness.
- Managed vendor relationships to ensure timely delivery of hardware, software, and support services at competitive prices.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Contributed to Quality Assurance Implementation
- Championed the Service Desk Institute Certification for 2021 and 2022.
- Contributed the ISO 20000 Certification
OCC and Problem Coordinator
Madata IT
Chihuahua City, Chihuahua, Mexico
08.2018 - 04.2021
- Led change management initiatives as part of the problem resolution process, minimizing negative impacts on business operations.
- Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.
- Managed high-priority incidents, ensuring timely resolution and minimizing business impact.
- Reduced incident recurrence rates through thorough root cause analysis and process improvement initiatives.
- Utilized advanced software tools to analyze performance metrics and identify trends, leading to targeted improvements in system efficiency. (Solardwinds, VMWare, Solman)
- Managed shift schedules effectively to ensure optimal coverage during peak operating hours, maintaining seamless 24/7 operation.
- Championed the NOC and SOC Monitoring
Service Desk Analyst
Madata IT
Chihuahua City, Chihuahua, Mexico
09.2016 - 08.2018
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Provided after-hours support as needed to minimize business impact during downtime events.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
Computer Systems Engineer -
TECNM Campus Chihuahua II
Chihuahua City, Chihuahua, Mexico 05.2001 -
Skills
Service Delivery
Goal-Oriented
Customer Service
Problem-Solving
Team Collaboration and Leadership
Staff Management
Fluent in English
Estimating and Quoting
Project Management
Languages
English
Upper intermediate (B2)
Certification
ITIL 4 foundation
Timeline
Functional Services Manager
Madata IT
07.2023 - Current
ITIL 4 foundation
04-2023
Service Deskt Manager Certification
07-2022
Exponential Revenue Management
11-2021
Service Center Manager
Madata IT
04.2021 - 07.2023
OCC and Problem Coordinator
Madata IT
08.2018 - 04.2021
Service Desk Analyst
Madata IT
09.2016 - 08.2018
Computer Systems Engineer -
TECNM Campus Chihuahua II
05.2001 -