Open to opportunities

Joaquin Maguiña Peralta

@joaquinmaguiaperalta

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Experienced IT professional skilled in Change Management and Service Desk leadership.

Argentina

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What I'm looking for

I am looking for a role that values collaboration and offers opportunities for professional growth in IT service management.

I am an experienced IT professional with a strong background in Change Management and Service Desk leadership, dedicated to supporting global customer-facing environments. My expertise lies in ITIL practices and ServiceNow, where I drive process improvements through effective communication and collaboration across teams. I pride myself on my customer-focused mindset, ensuring service excellence in every interaction.

In my current role as a Cross Functional Change Management Analyst at Avaya, I manage and review production changes, focusing on cloud environments and customer needs. I facilitate daily Change Advisory Board meetings, ensuring all change requirements are met with minimal service disruption. My previous experience as an IT Service Desk Team Leader involved overseeing Tier 1 support operations, where I led a team to deliver exceptional customer support while implementing operational improvements for enhanced service efficiency.

With a strong foundation in technical support and a commitment to continuous improvement, I am passionate about leveraging my skills to contribute to organizational success and enhance user experiences. I am bilingual in English and Spanish, which allows me to communicate effectively with diverse teams and stakeholders.

Experience

Work history, roles, and key accomplishments

Cross Functional Change Management Analyst

Avaya

Jan 2023 - Jan 2025 (2 years)

Managed and reviewed production changes in Cloud environments, focusing on customer impact. Led daily CAB meetings, ensured compliance with ITIL practices, and acted as a liaison between technical teams and stakeholders to minimize operational risks.

Change Management ITIL ServiceNow Process Improvement CAB Facilitation Technical Support Team Collaboration

IT Service Desk Team Leader

Avaya

Jan 2020 - Jan 2023 (3 years)

Oversaw Tier 1 support team operations, managing daily activities and agent workload. Provided escalation support for high-priority issues and led operational improvement projects to enhance service efficiency and user experience.

Team Leadership Customer Support Performance Monitoring Coaching Process Automation Communication Skills

ITSD Operations Analyst - Tier 1

Avaya

Jan 2016 - Jan 2020 (4 years)

Provided first-level technical support to internal employees and customers via various channels. Handled troubleshooting for remote desktop and enterprise applications, ensuring high customer satisfaction through timely incident resolution.

Technical Support Customer Service Incident Management Ticketing Systems Communication Skills Problem Solving

Bilingual Marketing and Retentions Tele Operator

Union Telecom Peru

Jan 2015 - Feb 2015 (1 month)

Conducted outbound calls to potential and existing customers, offering tailored solutions to reduce churn. Focused on providing competitive offers and enhancing customer retention.

Telemarketing Customer Retention Outbound Calling Communication Skills Customer Relationship Management Problem Solving Market Analysis

English Teaching Internship

ICPNA

Jan 2015 - Feb 2015 (1 month)

Participated in English teaching practices, focusing on pedagogical techniques and engaging with students' parents to enhance learning outcomes.

Teaching Communication Skills Classroom Management Curriculum Development

Mobile Data Customer Support Tele Operator

Atento Peru

Jan 2013 - Jan 2014 (1 year)

Provided technical support for mobile data connectivity issues through inbound and outbound calls. Guided users through troubleshooting steps and escalated complex issues as necessary.

Technical Support Mobile Data Customer Service Troubleshooting Communication Skills Problem Solving Inbound Outbound Calling

Education

Degrees, certifications, and relevant coursework

Instituto Cultural Peruano Norteamericano (ICPNA)

Diploma, English Pedagogy

2015 -

Studied English Pedagogy, focusing on teaching methodologies and practices for English language instruction.

Universidad de Buenos Aires

Bachelor of Science, Informatics Engineering

2023 -

Currently pursuing studies in Informatics Engineering, focusing on the principles of computer science and engineering.

Universidad Nacional Federico Villarreal

Certificate, IT Service Management

2013 - 2014

Completed the ITIL® Foundation Certificate in IT Service Management, gaining foundational knowledge in IT service management principles and practices.