Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Mauricio Biviano

IT Senior Analyst - Software, Applications, Cloud, And Technical Support
Bernal

Summary

Experienced IT Senior Analyst specializing in software, applications, cloud, and technical support. Proven track record of managing large teams, driving process improvements, and ensuring high levels of service delivery. Skilled in operational management, client relationship handling, and knowledge base development. Strong background in incident management and quality assurance. Certified in ITIL 4 and Azure Fundamentals, currently expanding expertise in Power Platform and UX Design.

Overview

14
14
years of professional experience
4
4
Certifications

Work History

IT Senior Analyst Specializing in Software, Applic

Accenture
09.2017 - Current
  • Enhanced system efficiency by streamlining processes and implementing automation techniques with Power Automate and PowerApps.
  • Implemented ITIL-based service management frameworks to improve consistency in service delivery across the organization.
  • Maintained up-to-date knowledge of industry trends and emerging technologies, incorporating relevant advancements into the IT strategy to drive continuous improvement.
  • Lead and manage a 28-person team responsible for 24/7 service desk operations.
  • Conduct weekly meetings with clients to review team performance metrics and identify areas for improvement.
  • Organize weekly sessions with local team leads to analyze P1 incidents and discuss solutions.
  • Maintain and update a comprehensive roster of team shifts, ensuring proper coverage for a 24/7 operation.
  • Review customer satisfaction surveys and proactively contact customers to resolve any issues.
  • Monitor team headcount in real time to ensure timely connectivity and service availability.
  • Develop, create, and update knowledge base articles, standard operating procedures, and troubleshooting guides.
  • Actively participate in continuous improvement initiatives to enhance service desk operations and performance.

Level 1 Helpdesk Agent / Helpdesk Analyst

ILatina Business Services
03.2011 - 09.2017
  • Provide technical support to end users via telephone, chat, and email, ensuring timely resolution of issues.
  • Increased first-call resolution rate through effective problem-solving and clear communication skills.
  • Analyze and troubleshoot issues related to AS400 ERP systems, similar to SAP, ensuring business continuity.


Education

Associate of Science - Technology And Industrial Arts Education

Universidad Nacional De Quilmes
Bernal Buenos Aires Argentina
05.2001 -

Skills

Team Leadership & Management

Incident & Problem Management

Client Relations & Stakeholder Management

Knowledge Base Development

Shift Roster Management (24/7 Operations)

Quality Assurance & Customer Satisfaction

Technical Troubleshooting & Support

Languages

Spanish
Native language
English
Advanced
C1
Italian
Upper intermediate
B2

Certification

AZ900

Timeline

ITIL4

04-2023

AZ900

09-2020

IT Senior Analyst Specializing in Software, Applic

Accenture
09.2017 - Current

Level 1 Helpdesk Agent / Helpdesk Analyst

ILatina Business Services
03.2011 - 09.2017

Associate of Science - Technology And Industrial Arts Education

Universidad Nacional De Quilmes
05.2001 -

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Mauricio BivianoIT Senior Analyst - Software, Applications, Cloud, And Technical Support