Roman Esteve

• Handled several calls per day to address customer inquiries and concerns.
• Prepared a variety of different written communications, reports and documents to ensure smooth operations.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Used Microsoft Word and other software tools to create documents and other communications.
• Served customers and followed outlined steps of service.
• Managed on-site evaluations, internal audits and customer surveys.

Tools: IBID, Mainframe Platform , Active Directory, Service Now, EPV.

• Level 1 support for customer account inquiries and requests.
• Level 2 support for Service Desk regarding account management services for the systems and applications the company supports.
• Operation-level troubleshooting activities, acting appropriately to resolve incidents.
• Communication of security procedures to end users related to support activities.
• Outlook accounts (modification through scripts in Exchange PowerShell).
• Identified operational efficiency opportunities to support long-term growth plans.
• Tools: RSA Authentication Manager, Lotus Notes 8 and 8.5, Active Directory, Good Mobile Device, Easylink, sFTP, IDSync, Citrix.