Driving IT Service Excellence through Process Optimization and Automation.

IT Service Management Specialist | Service Delivery

Location: Cd. Obregón, Sonora, Mexico.
Summary
To play a key role in the growth of the firm by developing staff to meet and exceed
expectations in performance; solve and deal with unexpected complications in
order to reach the organizational goals. Strive to learn new skills that help the
organization resolve opportunities.

Skills
● Create and close up to 140 tickets per month, close tasks, and comply with
SLA according to ticket importance. Make sure the software environment is
secure and remove any threats that may compromise security.
● Provide remote support for Office suite, Intune accounts management, SAP
support, Windows/MacOS support.

● Help with troubleshooting to keep equipment working properly, hardware
replacement if needed(peripherals, SSD, HDD). Helped with remote
troubleshooting with users, start tickets to add equipment, follow up on
resolution for those tickets.

● In a supervisor position had to coach and develop a team of 19 or more
members; contribute to high employee satisfaction, performance and
retention. Recruiting skills were needed to interview potential employees.

Languages:
● English C2,

● Spanish Native.

Academic formation
Technology institute of Sonora | Date 2016-22| Software Engineer