Maria J. Castineiras

Manager, Service Desk and User Support @Warner Bros. Discovery

Miami, FL, US

Manage regional IT Service Desk and Client Service requests to ensure high availability of IT systems including user terminal devices, user data, user applications, connectivity, servers, and recovery processes.• Plan assignments, establish staff priorities, and provide guidance to improve technicians\' daily activities to ensure a timely incident response, quality end-user incident resolution.• Support IT-enabled business processes and business workflows. Ensures IT policies and IT procedures are followed. • Monitor and evaluate IT platform systems to ensure reliable and high-performance computing operations. Reports discrepancies. Recommends improvements and implementation of new IT solutions (hardware, software, and services) in conjunction with IT management.• Plan, execute, and delegate proactive maintenance activities in coordination with IT management. Performs troubleshooting sessions with the support team to find the root cause, implement solutions and improve technical services.• Evaluate, identity, and support staff development needs. As well as evaluates and verifies employee performance through the review of completed work assignments and work techniques to ensure support objectives are achieved.• Engaging and sourcing IT Equipment (Software and Hardware), negotiating advantageous terms, and ensuring the ongoing feasibility of new and existing contracts with reliable vendors and suppliers.• Assisting in the approval of purchase orders, organizing, and confirming delivery of goods.• Manage multiple projects for server updates, network changes, systems upgrades, rollouts, and deployments.• Handle, establish, and communicated KPIs and SLAs of managed service teams for the IT Service Desk• Work as a liaison between service desk operations and supported organizations for topics related to customer satisfaction, service desk ticket quality, updates to process/policy changes, and service impacts during degradation or outage events