Katherine Azofeifa

Skills:
• Able to work high volume of incoming requests/interactions
• Able to reduce backlog and keeping it to a minimum as stated by the SLA
• Fast learner, able to adapt to sudden organizational changes
• Work in a standardized manner, adhering to processes as deemed by the organization

• Provide first level support and transmit resolutions to the users’ Incidents reported via telephone, chat and email
• Troubleshooting account-related issues going from Network deficiencies, to internal application as instructed during training sessions 
• Access management for Shared Folders, Office365  privileges, SAP access to the organization’s users
• Actively following up on logged cases ensuring their resolution within the agreed SLA
• Organizing and hosting team meetings where team metrics, current statistics and desired state are covered
• Escalation management 
• Training Delivery
• QA auditing
• Ensuring KPs are understood and metrics by the team

Bachelor Bussines Administration