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Work Background
MphasisEcommerce Support Specialist
Jul. 2022gusds
Teamwork CommerceTeam Lead (Retail SaaS Company)
Jul. 2018 - Jul. 2022Querétaro Area, Mexico Teamwork Commerce (Retail-SaaS company)
Support Team Lead
• Function as the first point of customer´s issues resolution
• Ensure SaaS optimal performance with multiple teams and Integrations points/Software’s such as Shopify, Magento, ShipStation, ERP´s and CRM´s, and part of my daily duties was to check the performance of our Retail Software, settings and configurations, everything from Sales on Client´s web site to shipment and order competition.
• Monitor software performance through Ticketing system
• Monitor client´s servers performance • Lead support meetings with clients
• Provide Analysis on a weekly basis of current issues and trends to avoid them
• Check on team performance
TCSTechnical Support Analyst
Oct. 2017 - Jul. 2018Querétaro Area, MexicoTechnical support for retail stores “Smart & Final”
Monitoring to POS systems and networks
POS hardware/software support and troubleshooting
Admin. Support for daily reports
Deployment of new business software support
Account creations, settings corrections
Manage high risk issues for the POS in time and form
Customer guidance for store procedures and business software applications
To provide accurate info, in between POS and corporate departments
Computacenter México S.A. Of C.V.IT Analyst
Jul. 2016 - Jul. 2018Access Management Analyst (Jul 2016)
Member of the "Access Management Team" team responsible for providing technical support and all accesses related with business software, for the SANOFI bilingual campaign. Some of the tasks performed are:
Access to sensitive documents (File shares)
Account creation and role assignment in SAP, ORACLE ERP.
Exchange Console management (account creations for Active Directory users, mailboxes, Mailing lists, profile updates, Power Shell management, Microsoft office and Outlook support etc.)
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