Agustina Merlo

admuf7@r.postjobfree.com

Campos Salles 2312 5ª, Buenos Aires, Argentina

Cell phone: 005************

www.linkedin.com/in/agustinamerlo-1049b193 (LinkedIn)

Top Skills

Teamwork

Leadership

Team Leadership

Languages

Ingles (Native or Bilingual)

Portugués (Professional Working)

Spanish (Native)

Experience

Lenovo

TAM - Technical Account Manager

July 2019 - Present (1 year 3 months)

Buenos Aires, Ciudad autónoma de Buenos Aires, Argentina

TAM

Proactive Case Management. Assist with end-to-end case management if escalation is necessary. Oversee Premier Support Accounts relationship management. Assist with development and delivery of Warranty Service Reports. Total Warranty claims. Monthly Return Authorization by Machine Type. Technician on-time arrival. Improved rate of First Time Fix. TAMs are a pooled-resource; they ARE NOT account-based but rather incident-based.

Logicalis

Proyect Analyst - backoffice Pmo

February 2019 - July 2019 (6 months)

Buenos Aires, Gran Buenos Aires, Argentina

CRQ creations and follow ups. Ticket lifecycle. Processes writting and documentation. Data consolidation on going projects. Weekly presentation of reports to the client BSR. Creating MBR and WBR documentation. Creating templates for standarization of information. Reporting new documents on Sharepoint. Agenda organization for different meetings. Cognizant Technology Solutions

PMO agent @Google

June 2014 - April 2018 (3 years 11 months)

Puerto Madero

Administrative support, corporate policies and methodology. Helping managers to maintain rules troughout the project. Project support, linency, and coaching regarding corporate tools. Interviewing new people for the different areas of the project. Communication focal point between managers, directors and auditors. Update documents with all the processes within the project. Identifying risk ans ptoblems as well as creating contingency plans. Mentoring new resources within PMO.

Sonda- Nobleza PIccardo SACyF (A member of British American Tobacco Group)

Service analyst IT @Nobleza PIccardo SACyF (on site)

July 2013 - June 2014 (1 year) San Martin

IT Services Analyst – Business and availability analysis for implementation of different projects (Global, Regional and Local). Follow up of the service levels and methrics by execution of reports and creation of presentations for meetings, gathering the information of various reports and markets. Organize calls and/or video call with service providers, regional managers and local teams to gather and provide updated information on the different project statuses, implementations stages and future deployments.

Atos

Helpdesk Analyst @Metlife (on site)

November 2012 - July 2013 (9 months)

User support via phone, remote control and presence. Analyze and resolve end users incidents. Create, assign and resolve users incidents and change orders. Report generation. Install and configurate pcs.

HP

Helpdesk Analyst

August 2008 - December 2012 (4 years 5 months)

Trilingual support agent (portuguese, spanish, english) for Symantec and Kraft helpddesk. Fixing issues regarding Oracle, Remedy, Lotus Notes,Citrix interface, Cisco VPN Client connections. Resolve issues with software y hardware through client Windows RSA /ACE and XP OS. Creating and resolving tickets through Remedy (versions 6-7). Remote support trough Webex. Service Desk Focal Point in LATAM for Symantec.

Cubecorp

Bilingual Customer Service Representative

June 2006 - August 2008 (2 years 3 months)

Agent L2 (Supervisor on-line). Workforce Analyst JR. Creation and update of MS Excel and Adobe Acrobat reports. Control of call flow and different clients call derivation(add different skills according to agent’s trainings). Symposium Nortel Networks for reports and operation follow up. Training organization. QA agent. Analyzing and scoring quality during calls. Team Lead. Supervising 20 agents, coaching, manage schedules, qa during calls.

Education

UCES

HR · (2011 - 2013)

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