Erick Javier Quiros Rodriguez
Heredia
Summary
Service Desk Manager with 5 years of experience in current role in two different business lines dedicated to technical support solutions. Schedule flexibility, facility to work under pressure and with deadlines. Strong people skills to provide feedback/coaching and manage groups over 70 people, training. experience and excel skills.
Technical. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
10
10
years of professional experience
Work History
Service Desk Operations Manager Manager
Kyndryl
04.2019 - Current
- Manager in charge of +70 Tech support representatives and Work Force Management Team providing Help Desk service to 7 clients
- Metrics responsible, in charge of SLA/KPI performance and update stakeholders.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- In charge of forecast calculation and revision
- Handling staff requirements
- Owner of hiring and On Boarding process
- Managing employee performance and advisor in career path topics
- Client facing to update and inform current performance .status based on contract agreements.
- Reporting owner.
- Transition owner. Leaded several transitions for new business for company.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
Service Desk Team Manager
IBM
07.2017 - 04.2019
- Provide with support, tools and knowledge to service desk team
- Client facing when it comes to present weekly/monthly stats based on KPIs and SLAs
- Make sure all metric targets are meet each month
- Evaluate Service Desk availability to approve vacations or any paid or not paid absence
- Identify personal and team improvement areas for better service
- Reporting of all metrics
- Provide with feedback/coaching to all team members to encourage good service and skills or help them perform better
- Provide with training to new team members.
- Evaluated employee performance on weekly basis and coached and trained over 30 team members, increasing quality of work and employee motivation.
- Delivered regular team meetings for aligned work towards common goals.
- Coordinated team collaboration to share ideas and build best practices.
Back Office Team Manager
IBM
04.2016 - 07.2017
- Provide with support, tools and knowledge to a 17 people Technical Support Back Office team
- Client facing when it comes to present weekly/monthly stats based on KPIs and SLAs
- Make sure all metric targets are meet each month
- Identify personal and team improvement areas for better service
- Reporting of all metrics
- Provide with feedback/coaching to all team members to encourage good service and skills or help them perform better
- Provide with training to new team members.
Subject Matter Expert
IBM
01.2015 - 04.2016
- Trainer for all new team members
- Floor support
- Escalations focal
- Reporting metrics
- Basic functions according to workload
- Supporting Management and covering when absent.
Project Transition Expert
IBM
07.2014 - 01.2015
- Successful complete assigned workload
- Assist users with technical issues for a specific client
- Provide solutions to users requesting general information
- Software Installation
- Email Configuration
- Cisco and Avaya Telephony support.
Back Office Representative
IBM
07.2014 - 01.2015
- Successful complete assigned workload
- Assist users with technical issues for a specific client
- Provide solutions to users requesting general information
- Software Installation
- Email Configuration
- Cisco and Avaya Telephony support.
Electronic Technician
Intel/Capris
11.2013 - 06.2014
- Electronic technician dedicated to test and fix electronic boards used to test Processors
- Oscilloscope use knowledge
- Tester usage
- Welding knowledge
- Circuit Analysis.
Education
Bachelor’s degree in system engineering -
universidad americana
04.2024
Cisco CCNA Module 1. Cisco CCNA Module 2. -
Universidad latina
08.2011
Electronics Technician degree -
COVAO
12.2010
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Staff Management
- Strategic Planning
- Operations Management
- Project Management
- Cross-Functional Teamwork
- Customer Relationship Management (CRM)
- Performance Management
- Workforce Management
- Performance Evaluations
- Customer Service
- Team Development
Personal Information
Title: Service Desk Manager
Timeline
Service Desk Operations Manager Manager
Kyndryl
04.2019 - Current
Service Desk Team Manager
IBM
07.2017 - 04.2019
Back Office Team Manager
IBM
04.2016 - 07.2017
Subject Matter Expert
IBM
01.2015 - 04.2016
Project Transition Expert
IBM
07.2014 - 01.2015
Back Office Representative
IBM
07.2014 - 01.2015
Electronic Technician
Intel/Capris
11.2013 - 06.2014
Bachelor’s degree in system engineering -
universidad americana
Cisco CCNA Module 1. Cisco CCNA Module 2. -
Universidad latina
Electronics Technician degree -
COVAO
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