Born in Guadalajara, Jalisco, México on November 16th, 1975.
I consider myself as a highly motivated and results-oriented IT professional with over 30 years of experience in customer service, technical support, and administration.
As a Senior Lead Support Engineer I’m skilled in troubleshooting hardware and software issues, providing user support, and ensuring customer satisfaction.
Proven ability to work effectively in fast-paced environments and adapt to new technologies.
Seeking a challenging role in the Developer area, where I can leverage my technical expertise and strong communication skills to contribute to a team’s success.
Work Experience
Apr-2023 to Current
Apex Systems de México
Lead Engineer Level 3
Project: Apex Systems de México
Technical Environment: Updating skills and learning other to apply to the new project.
Apr-2023 to Jul-2024
Lead Engineer Level 3
Project: Microsoft Surface Commercial Support
Technical Environment:Handling the technical support and warranty approvals to the Microsoft Surface Devices in the Microsoft Commercial Surface Support Mexico.
Providing assistance to commercial users in all kinds of issues related to their hardware device.
Mar-2020 to Feb 2022
AVNET de México
Management and System Support Specialist Project: Avnet de Mexico SA de CV. Technical Environment: Administration, handle and purchase of the assets of North America area. Service Desk Support and attention on all the agents in Guadalajara, Jalisco, Mexico Building, providing Level 2 of support and fixing and solve technical issues in site. Providing solutions to high impact tickets, escalations and VIP Users.Nov-2018 to Apr-2019
WIPRO de México
Administrator IT Infra Service Desk-L2.1
Project: Community Hospital Corporation.
Technical Environment: Administration, managing and training of a team of 6 people to provide phone call attention and tech support for a company in the USA.
Support and attention on all the agents in floor (around 40) providing floor support to solve technical issues.
Providing solutions to high impact tickets, escalations and VIP Users.
Mar 2014 – Jul 2016
IBM de México
IBMLink Developer Product Support
Project: IBM de México
Technical Environment: Helping users worldwide on issues with the IBMLink application, providing basic support, access and administration of privileges for this application, basic Administration of the WebSphere Application Server where this application was mounted.
Basic support for the java programming language this application was built in.
Mar 2014 – Jul 2016
SR Developer & Product Support
Project: IBM de México
Technical Environment: • Helping users worldwide on issues with the Service Request tool, this is the ticketing support system for all software and hardware for IBM products.
Feb-2014 to Oct-2015
DELL Services de México
Client Tech Support Senior Associate
Projects: Russell Investments and The Perrot Museum
Technical Environment: • Receiving calls from all over the world to provide technical support to users from Russell Investment. Fix all kind of issues with software and hardware
Providing remote support for all kind of issues in the user’s monitors, computers, advertising displays, printers, ticket printers at the Perot Museum of Nature and Science in Dallas, Texas.
Education
Oct-2024 to Current
Virtual University of Guanajuato State (UVEG)
Career: Computer Systems EngineerApr -2017 to Feb 2024
Virtual University of Guanajuato State (UVEG)
Career: Industrial Engineer
Ene -1996 – May 1997
Monterrey Institute of Technology and Higher Education
Career: Chemical Administrator Engineer
Ago 1994 – Dec 1995
University of Guadalajara
Career: Chemical Engineer
My skills
Technical support
Extensive experience providing technical support to diverse customer bases across various industries. Proficient in troubleshooting hardware and software issues for Microsoft Surface devices, IBM applications, and general computer systems.
Customer Service
Dedicated to exceeding customer expectations through clear communication, problem-solving skills, and a positive attitude.
Experienced in handling high-impact tickets, escalations, and VIP users..
Administration
Proven ability to manage and support IT infrastructure, including user accounts, assets, and service desks.
Contact me
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I am leaving you my information, I’ll be more than happy to receive your call or your email.
See you soon!