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Work Background
OracleSenior Technical Support Engineer Tier 3
May. 2024Guadalajara, Jalisco, MéxicoAdvanced technical troubleshooting, SQL & code analysis, Zendesk & Jira expertise, Customer advocacy & trend analysis, process optimization & documentation, cross-functional collaboration
HCLTechSenior Services Desk Specialist Lv 2
Oct. 2021 - May. 2024Guadalajara, Jalisco, MéxicoAdvanced Technical Support: Provide advanced troubleshooting and technical support for complex IT issues, including hardware, software, and network-related problems. -User and Group Management: Create, manage, and maintain user accounts and security groups within the Active Directory environment. This includes setting up user permissions, group policies, and access controls based on the organization's security requirements. -Incident Management: Manage and resolve IT incidents and service requests, ensuring that all tickets are appropriately documented, tracked, and resolved within the defined service level agreements (SLAs)
NTT DATA ServicesSenior Services Desk Associate
Jan. 2020 - Oct. 2022Guadalajara, Jalisco, México- Identify and diagnose issues and problems. -Support training department to created KBs and update the knowledge data base. - Categorize and record reported queries and provide solutions - Floor support and training for the new joiners - Assist the training department with up training to update the agents in new process and procedures. - Escalated. if needed, unresolved problems to a higher level of support.
Celebrity CruisesHost Event Coordinator
Aug. 2012 - Dec. 2018Estados Unidos-High standards of customer service - Proficency in different languages such as (English, Portuguese and Spanish) -Able to use different computer tools and programs such as (Microsoft Office), SAP EHP - time and schedule distribution - Personal management
Universidad EANFSO (Field Support Operator)
Jan. 2008 - Jan. 2010Distrito Capital, ColombiaEnsured compliance with company security policies and regulations. - Conducted and updated Facility Security Assessment (FSA) and Facility Security Plan (FSP). · Supervised and educated authorized personnel on security matters. · Managed document control and facility access. Conducted security audits, inspections, and exercises Served as a liaison between industry and government. Collaborated with cross-functional teams to enhance campus-wide IT infrastructure.
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