Daniel Pardo
@danielpardo1
Training and QA leader at Auxis who built service desk training programs from scratch and trained 500–600 employees.
ColombiaWhat I'm looking for
At Auxis, I built training programs from scratch for Cineplex and Mosaic, using ServiceNow incident trends and Excel analysis to shape practical learning content. I created curricula, assessments, guides, videos, and knowledge articles for service desk operations.
I’ve trained approximately 500–600 employees and supported 14 professionals moving into QA, Team Lead, Operations Manager, and Trainer roles. My work in QA includes defining evaluation criteria, facilitating monthly calibrations, and using root-cause analysis to guide improvement plans.
I also created an HTML-based case-note template tool used by approximately 30 staff, reducing time in selected workflows from about 25 minutes to 10–15 minutes. Earlier, I trained technical support teams at Sitel and provided enterprise support for NetApp issues at Sutherland.
Experience
Work history, roles, and key accomplishments
Service Desk Team Lead
Auxis Colombia S.A.S.
May 2022 - Present (4 years 5 months)
Promoted from Service Desk Trainer to Service Desk Team Lead; currently assigned to Center of Excellence work focused on training, QA and process quality. Built training programs from zero for Cineplex and Mosaic, using six-month ServiceNow incident exports and Excel analysis to identify top cases, applications, priorities and knowledge gaps before designing learning content.
Technical Support Engineer
Sutherland
Dec 2020 - May 2022 (1 year 5 months)
Provided remote enterprise support for NetApp data-protection and replication issues, using remote troubleshooting, PuTTY, Linux environments and log analysis. Maintained 100% QA scores and received internal recognition for process and knowledge-base improvements.
Technical Support Trainer
Sitel (now Foundever)
Oct 2018 - Dec 2020 (2 years 2 months)
Designed and delivered L1/L2 technical training on Lexmark printer hardware, software and troubleshooting; typically trained 25–28 people per wave across approximately 15 waves. Developed learning materials and supported readiness for technical support, QA and leadership pathways.
Technical Support Agent
Sitel (now Foundever)
Dec 2016 - Oct 2018 (1 year 10 months)
Delivered trilingual technical support for Latin American and Brazilian markets and was promoted from L1 to L2 within two years. Troubleshot printer hardware/software, installations, drivers and network remapping using remote-support tools.
Education
Degrees, certifications, and relevant coursework
Universidad de Oriente
Coursework (degree not completed), Systems Engineering
Completed coursework through the sixth semester of a Systems Engineering program; degree not completed.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Salary expectations
Social media
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