Daniel Bracho

Full people management for Service Desk team: coaching, 1:1 feedback, performance reviews, and shift planning ensuring enterprise account coverage. Primary client contact for service alignment and incident status. Oversee ticket triage, prioritization, and escalation, improving first-call resolution through training and documentation. Maintain KPI/service reporting. Stay hands-on resolving tickets (2,000+ in 2026) and participate in major-incident on-call rotation (3-7am, ~2 weeks/month).

Top-performing agent 2 years running: highest individual ticket volume in 2024 (23%) and 2025 (35%), with 19/20 customer satisfaction. Independently resolved complex Tier 1.5 cases (Azure AD, Intune, M365, SAP) without escalation. Primary contact for 2nd/3rd-level escalations. Mentored new colleagues and improved knowledge base. Covered Team Lead duties as needed. Delivered ITIL-aligned support across EMEA/NA/LATAM enterprise accounts; managed M365, AD, Intune, SAP provisioning. On-call for major incidents.

Sorted, scanned, and coordinated shipments during overnight operations in a high-volume logistics environment, maintaining strict safety and operational compliance, Adapted quickly to a new operating environment and delivered reliably under time pressure during night shifts.

Founded and independently managed a technology-focused business providing end-to-end IT hardware services and international electronics sourcing, with full ownership of sales, procurement, and operations, Built and configured custom PCs to customer specifications; performed component-level diagnostics, repairs, and hardware upgrades for desktops and laptops, Managed the full international import process (USA–Venezuela), including supplier coordination, shipping logistics, customs clearance.

Independently carried out on-site installations, maintenance, and troubleshooting for satellite TV systems for residential and business clients, including antenna installation, decoder configuration, and signal optimization, Managed daily service requests / Incidents through the internal ticketing platform and coordinated directly with technical support centers for device activation and quality assurance, Tracked and reported weekly material inventory per service order to maintain accurate records.

Provided technical consulting and diagnostics for walk-in customers and assembled custom PCs for both retail and business clients, Delivered end-to-end on-site installations for business clients, including PC setup, software deployment, and network configuration (routers, switches, printers, shared resources), Owned technical incidents end-to-end in ServiceNow, from intake through full resolution, while maintaining an organized technical workspace.