Miguel Ángel Celedón Quintero

Manager responsable for the IT Desktop Support team for Middle America Region (Colombia, Perú, Guyana and Nicaragua).

Leading a team of 200 engineers dedicated to the resolution of complex it incidents, transversal support for other operations teams and configuration, setup and delivery of corporate computers.

Key Responsibilities:

- Oversee the operations of the technical support team.
- Define, implement and manage technical support processes and procedures
- Manage 1st and 2nd line technical support personnel.
- Produce weekly and monthly summary management reports on technical support tickets.
- Manage and report on the RMA process, including root cause analysis and remedial action.
- Manage prioritisation, escalation and resolution of support incidents to all 3rd level areas.
- Ensure the ticketing and documentation process for all support incidents is adhered to.
- Define and manage the QA/QC testing process for PCs delivered on site and shipped WAHA.

IHD - Specialist Engineer responsible for resolving technical issues during the installation and implementation stages of different software solutions including, Nice applications, Databases, Servers, Network issues, VoIP, Automation applications and workstation solutions. Working together with the PM and R&D department helping achieve revenue targets. IHD is a global group located in six different countries and supporting all installations of the majority of NICE products.

Responsible for managing, planning, organizing, and execution for Parmac Solutions, Inc. Key responsibilities includes client relations, level 1 and level 2 help desk IT support operation as well as software development and implementation team leadership.

• Managing several aspects of business operations.
• Participating in the recruitment and staff selection process.
• Planning and coordinating project work.
• Handling the logistics of the organization.
• Preparing budgets and inventories.
• Overseeing the supervision of the team.

TSC Service Engineer Responsible for managing and supporting incidents and problems in data, voice, Internet to customers  with issues that require technical solutions,  circuit designs and implementations. programming and reviewing Cisco DevNet code to resolve Cisco and other technologies network issues.

Responsible for diagnose and manage network incidents of  different complexity.

Team Leader for the LATAM Technical Support team

Leader of the first line support and Tier 2 Escalation engineers responsible for resolving Windows, Office suites and PC Video games issues for the Microsoft LATAM consumer area.

Between the key responsibilities are.

• Recruit, select, train, assign, schedule, coach, counsel and discipline employees
• Communicate job expectations; planning, monitoring, appraising and reviewing job contributions
• Plan and review compensation actions; enforcing policies and procedures
• Ensure the team follows the established KPIs

Assisting team leader for the Customer Service line for the Miami Herald diary responsible for planning, coaching and managing schedules for agents who receive inquiries of the Miami Herald diary and creating customer accounts.

Advanced degree in Project management focused on the Project Management Institute PMI® and the practices recommended by international development agencies and management by objectives.

Cisco CCNA certified network associate

Routing and Switching certification

Microsoft Certified Desktop Support Technician, Supporting Windows 7 Enterprise installation and configuration, Deployment and configuration of Windows Server 2012 R2

English as a foreign language interchange course - level advanced