Susana Rosa

Identity Administration:Create, modify and remove user accounts, ensuring the accuracy and consistency of identity information.
Access Control:Manage and monitor user access levels to systems, applications and data to prevent unauthorized access.
Credential Management: Ensure the security of user credentials by implementing robust password management and multi-factor authentication practices.
Provisioning and Deprovisioning: Automate the process of granting and revoking access according to changes in user roles or organizational policies.
Auditing and Monitoring: Monitor access activities to identify suspicious behavior and perform regular audits to ensure compliance.
Access troubleshooting: Investigate and resolve access-related problems, collaborating with other technical support and information security teams.

Order Management:Receive and process software and hardware orders from Kyndryl customers.
Ensure that orders are accurate, complete and comply with established policies and procedures.

Coordination with the Procurement Team:Collaborate closely with the procurement team to ensure that the right suppliers are selected.
Facilitate efficient communication between internal stakeholders and suppliers, analyze the quotes submitted and check that they are in line with the contracts established between client and supplier.

Maintenance License Renewals: Monitor and manage the lifecycle of clients' maintenance licenses.
Ensure that renewals are processed on time, avoiding service interruptions.

Negotiation of Contractual Terms:Participate in contractual negotiations related to software, hardware and maintenance licenses.
Ensure that contractual agreements meet company and customer requirements.

Customer Support:Provide assistance to customers regarding questions about orders, renewals and contractual requirements.
Resolve problems related to business transactions effectively.

Maintaining accurate records of all business transactions.
Regularly update documentation related to orders and contracts.

Inventory Management:Collaborate in the management of hardware and software inventory.
Carrying out procedures for adding or removing SW and HW and updating the respective inventory.
Scheduling the collection of scrap material for recycling and ensuring that certificates of destruction are received.

Performance Analysis: Carry out regular analyses to assess the performance of business transactions.
Identify opportunities to improve efficiency and customer satisfaction.
BBVA Service Desk Support:BBVA's Service Desk receives support requests, incidents or orders from different locations or units. The ticket is forwarded to the appropriate team located in Spain, which has the necessary knowledge to solve the problem or fulfill the request, and then closes the request by communicating via email. Access renewals for BBVA users, which were also requested from the team located in Spain via e-mail.
Support in the billing process for Kyndryl Labor and cloud consumption: Calculating the monthly costs of Kyndryl technical service hours aggregated to Kyntech projects. Ensuring that the hours reported by the technicians are in line with the work carried out. Ensuring that the costs are approved by the person responsible for the area so that the billing request can be made in good time.
Calculating customers' Cloud service consumption for Kyndryl.
Requesting invoices and ensuring that all documents are registered.

Role performed:
User Support:Respond to calls, e-mails or messages from MBCP Bank users reporting problems with hardware, software, networks or other IT services.
Provide technical support in real time or via ticketing tools.
Problem diagnosis: Identifying and diagnosing technical problems reported by users.
Carrying out targeted questioning to fully understand the nature of the problems.
Troubleshooting: Providing efficient solutions to common problems.
Guiding users through step-by-step procedures to solve simple problems.
Logging and Tracking: Documenting all incidents and support requests in ticket management systems (ITSM-Remedy).
Tracking the progress of requests and ensuring that they are resolved within the established deadlines (SLAs).
Basic Training:Offer basic training to users on the proper use of hardware and software.
Create documentation or simple tutorials to help users perform common tasks.
Preventive Maintenance: Carry out preventive maintenance on hardware and software to avoid future problems.
Keeping up to date with software updates and security best practices.
Customer Service:Providing friendly and professional customer service.
Ensuring that users are satisfied with the solutions provided.