Experiencia

  • IT Service Desk Agent

    en Genpact EDM

    Septiembre 2019 - Actualidad

    Chiapas

    -Level 1 IT Helpdesk telephonic/remote support to end-users -Standardization of Helpdesk’s Knowledge Base -Develop and update of SOPs and technical documentation

  • IT Infrastructure-Servers Jr. Engineer

    en Foxconn-PCE

    Febrero 2018 - Mayo 2019

    Chihuahua

    -Support and configuration of physical servers -Support and upgrade of Server OS -Management of virtual servers and VDIs -Support to servers in Office and Production environment -Monitoring of devices and services through sensor-based alerts -Inventory of Infrastructure devices and supplies -Management of IT security processes

  • IT Help Desk L1 Coordinator

    en Foxconn-PCE

    Abril 2017 - Febrero 2018

    Chihuahua

    -Management of L1 remote support for office end-users -SLA achievement on daily basis -KPI measurement on monthly basis -Incident Management monitoring and first-response -Develop and update of SOP and technical documentation -Onboarding and training of IT L1 agents -Personal assistance for VIP users and visitors

  • IT Help Desk Agent

    en Genpact-EDM

    Abril 2014 - Diciembre 2016

    Chihuahua

    -ITIL Foundations-based policy design -Management of IT security tools -Support for Internal/External/Client audits (ISAE 3402, ISO 27001) -Tech support for IT assets (cellphones, printers, projectors, etc.) -Ethernet networking and VoIP configuration -Monitoring and reporting of IT security metrics on weekly basis -Analysis and remediation of IT security vulnerabilities

Educación

  • Bachelor

    en Universidad Tecnológica de Ciudad Juárez

    2010 - 2015 (4 años) Chihuahua

Idiomas

  • Español Nativo

  • Inglés Conversación

Colmenas