Emmanuel M

Process Solutions' Manager

Mente Consciente • Self-employed

Apr 2023 - Present • 3 yrs 4 mos

As Lead Manager, I oversee three main pillars of our organization: Administrative: Payroll, talent acquisition, material supply, accounting, and government liaison. Technical: IT infrastructure, cybersecurity protocol enforcement, internal network management, personnel credentials, marketing, webpage management, and lead acquisition. General Maintenance: Overseeing cleanliness, order, equipment, and overall experience within our facilities for customers and providers.

Service Desk Agent

Tata Consultancy Services • Full-time

Dec 2021 - Apr 2023 • 1 yr 4 mos

As an L1 Service Desk Associate at Tata Consultancy Services, I provided remote technical support to users by leveraging knowledge base (KB) articles within our ITSM platform to resolve common issues efficiently. When problems fall outside standard resolutions, I created and routed appropriate tickets to specialized teams for escalation. My responsibilities also included unlocking and resetting user passwords, as well as assisting with access provisioning to designated devices, POS systems, and cloud networks, ensuring secure and seamless user connectivity.

Customer Service Representative

Teleperformance • Full-time

Nov 2020 - Dec 2021 • 1 yr 1 mo

As a Customer Service Representative, I verified the proper acquisition of HIPAA-protected documents and ensured the timely delivery of medical supplies by leveraging our top-performing CRM, to manage customer interactions, track orders, and maintain compliance with healthcare privacy regulations.