Ing. Jorge Mugica

I am responsible to attend ongoing support for DXC Customers from Virtual Room to expedite the solution for any ticket and in some cases create a call where I engaged and handled the solution for the issues where our customer has a big impact, or we need to achieve the Service Level Agreement.

As Incident Manager, I was responsible for leading the technical support team to provide excellent customer service and resolve all technical issues. I provided solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate the team to achieve specific goals and KPI

I am responsible for application availability and customer satisfaction, reviewing DOU's and SOW from providers, finances, fall plan, estimation, risk management and attend calls customer where we identify high priority problems on services, handle several teams to resolve and expedite the solution for each customer for the application on my own,

I handle several application (WEB applications, HTML) and part of my responsibilities are to assure the planned Request for Change and Emergency Request are comply with IT standards and Business processes taking care of the areas such application, infrastructure, services and users community are less impacted

I was part of a group responsible for managing the application escalations providing a first analysis and resolution or identifying which other team had to be involved for the solution based on the nature of the problem and previous analysis, all this in a virtual room on real time and everybody on the phone

Improve Customer Satisfaction with Americas team supporting several Application from Business and External Partners, I was required by managers of other areas to train the new team members and new employees as an Introduction to HP. I participated on the Knowledge Fair representing IT and bringing brief chats about what is the IT role at HP

Team member of an SPOC based on ITIL bringing support to EUROPE and AMERICAS users for Bank of America. As main activity I had to Improve processes, Evaluate Queries and Business requirements, supporting also the Testing phase. Additionally, we were allowed to recommend updates or changes to the Development Team. To resolve connection issues, granting access and analyzing SQL queries made by Business Units were my secondary activities

I leaded a team where the main activity was to analyze Metrics, create Dashboards and Score Cards for Very Important People users From Bank of America as Sponsor and stakeholders . Some processes were automated as a VIP Line of business requirement, where all these are still being used on Excel & Access and SharePoint with Business Intelligence.

As Project Manager I had the opportunity to work with teams from USA, India and UK. Most of the projects were about Infrastructure, Build and Deliver Infrastructure, to install new applications evaluating costs, time and scope according with strict Company Standards and Processes. As Objectives I had to control de budget and times, Improve the process and keep the Team work and Motivation.

I had the opportunity to implement some ideas to improve the department. Metrics for Local Network performance, IT Support Service level and others were created. I was able to demonstrate the increase of productivity on Servers, PCs and Users.

I was working as project Manager, Developer and Consultant then, I have the opportunity to made a National project where I needed review and Validate the Data bases from this company, where they did not know about Data base normalization or IT process, then the challenge was create a Dashboard to Evaluate one single product and in other hand as owner Company request evaluate the Performance security and behavior from IT department Project Management Marketing and Benchmark Systems

Bring support as Help Desk to local users and visitant on all levels (including VIP)

I worked as Microsoft Trainer with too many Compusoluciones as national Clients and VIP teamates

Special Teacher for VIP customer, and regular students with MS-office training and Development for Visual application and .net

Business Inteligence / Project Manager