Carwin de Las Llagas
CMMS and Call Center Manager for JLL @ Google
- Role
- Cmms and Call Center Manager at JLL
- Location
- San Francisco, CA, US
- LinkedIn followers
- 500 followers
Experience
Cmms and Call Center Manager
Jun 2023 — Present · Mountain View, CA, US
User Support & Help Desk: Manages comprehensive user support, help desk operations, SLAs, and ticketing systems for efficient issue resolution.• System Administration: Handles application setup, user configuration, workflow development, and data transfer between CMMS and business systems per SOPs.• Security & Training: Configures permissions, security roles, and orchestrates training programs across departments and client portfolios.• Knowledge Management: Develops knowledge base articles, FAQs, and troubleshooting guides to enable self-service support.• Data Integrity: Maintains CMMS database integrity and data accuracy across all environments to support asset management functions.• Technical Coordination: Coordinates with IT teams and vendors for complex issue escalation and system problem resolution.• Reporting & Analytics: Generates Work Order reports and equipment history using Google Workspace. Analyzes help desk metrics to identify trends and improvement opportunities.• System Upgrades: Supports software upgrades, modifications, and CMMS testing for workflow changes.• Process Improvement: Participates in meetings to develop enhanced techniques, processes, and workflows for increased efficiency.• Operations Management: Implements call center optimization strategies, manages customer escalations, and collaborates across departments for seamless experience.• Performance Reporting: Prepares and presents call center performance reports to senior management for strategic decision-making.
Skills
- Software Documentation
- Data Entry
- Data Center
- Microsoft Office
- Windows 7
- System Deployment
- Printers
- Desktop Deployment
- Microsoft Excel
- Statistical Reporting
- Computer Hardware
- Operating Systems
- Call Center Administration
- Microsoft Word
- Team Leadership
- Xp
- Windows Server
- Hardware
- Software Installation
- Google Drive
- New Hire Programs
- Reporting
- Help Desk Support
- Windows Xp
- Statistical Data Analysis
- Customer Service
- Reporting & Analysis
- Workstations
- Laptops
- New Hire Processes
- Report Writing
- New Hires
- Troubleshooting
- Os X
- Data Management
- Data Analysis
- Google Apps
- Google Chrome
- Printer Support
- New Hire Orientations
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