Debora Delgado
Salinas,CA
Summary
Team Leader | IT Analyst | Montevideo, Montevideo Department, Uruguay
Dynamic IT professional with over 8 years of expertise in team leadership, IT analysis, and process compliance. Proven track record in application support, SLA monitoring, client engagement, and knowledge management. Skilled at optimizing processes to drive efficiency, enhance performance, and elevate client satisfaction.
Overview
15
15
years of professional experience
Work History
Team Leader
Tata Consultancy Services
01.2024 - Current
- Leading a team of 30 engineers specializing in cloud computing.
- Overseeing quality control, SLA compliance, and people management.
- Conducting training sessions and preparing detailed reports for stakeholders.
- Managing weekly client meetings to address progress and challenges.
- Served as the backup to the Project Manager.
Team Leader
Tata Consultancy Services
09.2022 - 12.2023
- Supervised a 5-member Access Management team for a leading pharmaceutical client.
- Presented performance metrics and ensured process compliance.
- Developed new processes tailored to client requirements, enhancing operational efficiency.
- Ensured process compliance.
- Conducted client meetings across various global regions
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
IT Analyst
Tata Consultancy Services
06.2018 - 08.2022
- Provided L2 application support for over 270 applications.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Implemented changes to enhance server maintenance.
- Conducted root cause analysis for a wide range of issues.
- Conducted client meetings.
- Collaborated with external vendors.
- Oversaw the decommissioning of on-prem servers post-cloud migration.
- Designed and executed innovative processes customized to meet client needs.
- Created shift-left documentation for L1 support to enhance first-contact resolution and reduce resolution time
Incident Manager
Tata Consultancy Services
02.2017 - 06.2018
- Played a key role in incident management within the IT helpdesk.
- Ensured timely resolution of technical issues to minimize business disruptions.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Provided multilingual IT assistance.
- Managed approximately 40 incoming tickets per day.
IT Help Desk Support
Tata Consultancy Services
08.2016 - 09.2017
- Provided multilingual technical assistance for computer systems, software, and hardware issues
- Ensured effective communication in users' native languages via phone, chat and email
- Maintained optimal computer system performance
- Responded promptly to customer requests
- Guided clients through problem-solving processes
- Installed, modified, and repaired computer hardware and software
- Ran diagnostic programs to resolve complex issues
- Followed up with customers to confirm resolution
- Developed and conducted multilingual training sessions to educate users on system functionalities
- Kept detailed records of daily communications, transactions, problems, remedial actions, and installation activities
- Responsible for keeping the knowledge base documentation up-to-date
- Managed approximately 40 incoming calls and chats per day from customer.
Biomedical Analysis Technician
MEDISYN
07.2010 - 01.2015
- Conducted microbiological analyses including bacteriology, parasitology and mycology
- Managed stock for routine analyses
- Validated laboratory results
- Communicated urgent results to physicians promptly
- Maintained necessary software programs
- Ensured upkeep and proper functioning of analytical equipment
Education
Associate of Science - Laboratory Technician in Microbiology
Essante
Lausanne, Switzerland01.2010
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Fast-learner
- Excellent communication
- Strong sense of ownership and accountability
- IT troubleshooting
- Customer support
- Support documentation
- Multitasking
Accomplishments
- Achieved 95% SLA compliance across two key projects by effectively managing and guiding the team during my tenure.
- Facilitated impactful training sessions that significantly enhanced team skills and boosted overall performance.
- Successfully designed and implemented a client-tailored process for decommissioning on-premises servers following cloud migration.
- Successfully migrated the entire project knowledge base to a new platform, streamlining accessibility and enhancing team collaboration.
Languages
French, Spanish
Native language
English
Advanced
C1
Training
- Diploma of Biomedical Analysis Technician - ESSante
- SQL Bootcamp - Udemy
- AZ-900 course - Microsoft
References
Patrick Da Conceicao Esteves
Project Manager | Tata Consultancy Services
Email: patrick.d@tcs.com | Phone: 094887341
Anaclara Vilaplana
Project Manager | Tata Consultancy Services
Email: anaclara.v@tcs.com | Phone: 096442412
Timeline
Team Leader
Tata Consultancy Services
01.2024 - Current
Team Leader
Tata Consultancy Services
09.2022 - 12.2023
IT Analyst
Tata Consultancy Services
06.2018 - 08.2022
Incident Manager
Tata Consultancy Services
02.2017 - 06.2018
IT Help Desk Support
Tata Consultancy Services
08.2016 - 09.2017
Biomedical Analysis Technician
MEDISYN
07.2010 - 01.2015
Associate of Science - Laboratory Technician in Microbiology
Essante
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