Education

2017-2019 MBA at UNIS BUSINESS SCHOOL

2009-2014 GRAPHIC DESIGNER AND MARKETING SPECIALIST at UNIVERSITY OF SAN CARLOS OF GUATEMALA

Experience

2018-2019 IT ANALYST - PRODUCTION MANAGEMENT at TATA CONSULTANCY SERVICES

Generate Health check report for Ops and Frauds Domain, payments, embossing & delivery Datateca files in the Intelar tool application for all data and checked data bases logs daily. Identifying and define what the business needs, take requirements from the customer and translate to the teams in order to help the project and determine solutions to meet business needs and resolve business problems.

Supporting Critical activities with changes and Citibank applications. Attends local/regional & global IT BA meetings and webcasts.

Monitoring the L1/L2 incidents management, changes managements, knowledge management, Queue and assigned to the respective domain.

Managing the ATM software migrations and made a daily conference with vendors and Project Manager teams located in APAC, NA, EMEA and LATAM, Had the access to verify the schedule and coordinate for daily migrations and send the specific report to managers.

Update and verify in Idahc tool of Citibank applications update comments for all the files with SLA.

Attend meetings with customers and teams from L1/L2/L3 and e-Global command center and give the production management support to customers and vendors and translate all the requirements to the team.

Follow all the ITIL process management for Ops and Frauds Domain, payments and banking. Understand the Business, processes, structure of banking and Financial IT environment.

Translate from Spanish to English, requirements, e-mails and chats. Support team, customers and vendors.

Lead the team and made oral presentations to team and customer, resolved business issues, understand what is in scope and what is risk for business operations and have knowledge about investments proposals.

Trained new members of the IT team and troubleshooting of issues.

2017-2018 CUSTOMER SERVICE ANALYST at TATA CONSULTANCY SERVICES

Understand the Knowledge management, business management, change and Incidents management.

Support L1, L2 software issues installations and work orders and be care of change management.

Escalate unsolved software issues to the appropriate IT support team. Evaluate interface between hardware and software.

Advice customers regarding maintenance of software system. Stored, retrieved, and manipulated data Modified existing software to correct errors.

Fixed VPN connection issues.

Stored, retrieved, and manipulated data.

Modified existing software to correct errors.

Analyses data of the business and take all the requirements and translate to the team and assigned incidents.

Trained new members of the IT team and troubleshooting of issues.
Performed tasks central to program progress, including scheduling, budgeting and accounting, and resource management. Make sure that translate all the requirements to the team and complete goals.

Consistently met deadlines with team, achieving commendations for 8 months.

Business to Business communication with EMEA customer.

Assist users over phone, email, chat interface.