Bosco Vinicio Morales Quirós

Directly responsible for the company regarding end customer satisfaction through an adequate and timely technical support process managed through various performance and quality KPIs based on recollecting data. Excel or Power Bi was used in order to present a better quality of the info or data of the department or for analysis for future or in-moment decision making. Continuous improvement in search of new technologies that facilitate or help the end-user with their business using our products. Suggest improvements to both internal and external clients in order to achieve their goals in a shorter term, with a greater economy and quality. Responsible for installing, configuring, and training new employees in the use of Windows, SAP B1, or Office

I served as one of the main supports for the start of new processes like a services contract or services in -line, in a relatively new and innovative company in the support and sale of technology equipment, generating greater reliability and positioning in new clients, optimizing support top-quality technician with high responsibility. I responded directly to the customer complaints, according to the work realized by our technicians and support. Outstanding achievement: - The automation of the purchasing process and call control with a proprietary system.

Field technician, later as Train of Trainers (Silver level), continuing as Technical Supervisor and later as Department Chief, and finally Service Manager for various departments such as Technical Service, Call Center (CAC), and Fms, in high-tech brands, such as Canon, Xerox, HP, and CISCO. Maximize the processes for the control of the Call Center (more than 150 daily calls), spare parts orders, supply consumption, inventory rotation, optimization in the development and growth of preventive maintenance contracts, and corrective. Regarding the financial area, he handled all the department's SAG and profitability, from the control of fleet expenses, personnel management, consumption administration, as well as the control of the cost of the department in general. Controls and metrics (KPIs) were applied to optimize and reduce waste where a new software or proprietary system was implemented from scratch with the developer, through which the department's spending was monitor online.