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January 2021 – Actual

During the last year and 7 months I have been working on my own, Waiting for a company to give me an opportunity to work with them

Technical Support Chief at C5 Gobierno del Estado de Jalisco, Tlajomulco de Zuñiga, Jalisco
December 2018 – December 2020

Preparation of the annual budget for the Technical Support area
Office 365 Administrator
Google Suite Administrator
Microsoft license management
Creat and maintain project plans on Monday and update status documenting Risks and Issues and escalating if necessary
Administration of the Help Desk and the incident management system
Manage the installation and maintenance of all devices and software.
Provide support to regional systems teams (Regional Emergency Call Centers - 911)
Responsible for communicating and coordinating all changes in the systems, as well as their incidents and interruptions.
Responsible for leading and driving Major Incidents until resolved
Provide solutions to all incidents in the systems (network, telephony, hardware, and software)
Analyze each incident impact and urgency through collaboration with the User and resolver group.
KPI's (requirements and incidents)

Service Desk Manager at PITA (Proyecto de Integracion Tecnologica Aduanera, SAT) KIO Networks, CDMX
March 2016 – December 2018

Recruitment of Service Desk Staff
Train Service Desk Staff
Office Manager
Create work schedules for 25 desk agents and three coordinators
Creation of processes and procedures for the service desk
Extract, process and pool data from BMC Remedy
Analyze those data pools
Generate reports with the information extracted and analyzed from BMC Remedy
Collaborates with other support teams members to ensure consistency of delivery and continuous improvement
Provide solutions to all incidents and requirements reported to the service desk
Responsible for leading and driving Major Incidents until resolved
Escalates Major Incidents to relevant resolver groups, directors, and Service Managers
Ensure contractual Service Level Agreements
Ensure effective communications and coordination of problem-solving efforts between support teams, field service personnel, and customers.

Jefatura de Service Desk at TIBA IT Services, Zapopan, Jalisco
January 2011 – March 2016

Incident Management & Requirements
Generation of reports of service level results (SLAs) of the different help desks under my supervision
Ensure compliance and continuous improvement of established operating processes
Follow-up of the observations or complaints received about the services provided
Issue service reports and presentation of results
Monitoring of satisfaction surveys for end-users
Evaluation and audits on the performance of the agents in the daily operation
Customer service delivery","rawText":"Freelance January 2021 – Actual During the last year and 7 months I have been working on my own, Waiting for a company to give me an opportunity to work with them Technical Support Chief at C5 Gobierno del Estado de Jalisco, Tlajomulco de Zuñiga, Jalisco December 2018 – December 2020 Preparation of the annual budget for the Technical Support area Office 365 Administrator Google Suite Administrator Microsoft license management Creat and maintain project plans on Monday and update status documenting Risks and Issues and escalating if necessary Administration of the Help Desk and the incident management system Manage the installation and maintenance of all devices and software. Provide support to regional systems teams (Regional Emergency Call Centers - 911) Responsible for communicating and coordinating all changes in the systems, as well as their incidents and interruptions. Responsible for leading and driving Major Incidents until resolved Provide solutions to all incidents in the systems (network, telephony, hardware, and software) Analyze each incident impact and urgency through collaboration with the User and resolver group. KPI's (requirements and incidents) Service Desk Manager at PITA (Proyecto de Integracion Tecnologica Aduanera, SAT) KIO Networks, CDMX March 2016 – December 2018 Recruitment of Service Desk Staff Train Service Desk Staff Office Manager Create work schedules for 25 desk agents and three coordinators Creation of processes and procedures for the service desk Extract, process and pool data from BMC Remedy Analyze those data pools Generate reports with the information extracted and analyzed from BMC Remedy Collaborates with other support teams members to ensure consistency of delivery and continuous improvement Provide solutions to all incidents and requirements reported to the service desk Responsible for leading and driving Major Incidents until resolved Escalates Major Incidents to relevant resolver groups, directors, and Service Managers Ensure contractual Service Level Agreements Ensure effective communications and coordination of problem-solving efforts between support teams, field service personnel, and customers. Jefatura de Service Desk at TIBA IT Services, Zapopan, Jalisco January 2011 – March 2016 Incident Management & Requirements Generation of reports of service level results (SLAs) of the different help desks under my supervision Ensure compliance and continuous improvement of established operating processes Follow-up of the observations or complaints received about the services provided Issue service reports and presentation of results Monitoring of satisfaction surveys for end-users Evaluation and audits on the performance of the agents in the daily operation Customer service delivery","canEdit":false,"editUrl":"https://www.workana.com/freelancer/eb0748a673f08fe25eaad02dace1832d/profile/history","g11n":{"edit":"Edit","save":"Save","cancel":"Cancel","warning":"Warning: Don't share contact information or you may be blocked.","expandText":"View more","collapseText":"View less","placeholder":"Describe your work on previous projects, your role, and your contributions for each milestone of your professional career. Tell us how your work has brought value to the projects you have collaborated on in the past. Choose the most relevant aspects for each position, what you learned and achieved, and anything else that will help in understanding your career path."},"validation":{"required":true,"min":20,"max":50000}}},"profileCompleteness":{"show":false},"newProfileCard":{"canEditCompany":false,"canAddFavorite":false,"addFreelancersDropdownTitle":"Add to list","isHero":false,"isVerifiedAgency":false,"companyVisibleName":"J. E. C. R.","companyId":622768,"companyHash":"eb0748a673f08fe25eaad02dace1832d","ratingData":{"rating":0,"hasRating":false,"width":"width: 0","noRatings":"No ratings yet","average":0,"ratingText":"No ratings yet"},"profileVisibilityEditInitials":{"isChecked":true,"actionUrl":"https://www.workana.com/companies/profile/edit/visibility","g11n":{"toggleLabel":"Public Profile"}},"agencyEditInitials":{"isChecked":false,"actionUrl":"https://www.workana.com/companies/profile/edit/is_agency","g11n":{"toggleLabel":"Agency Profile"}},"phone":{"text":"Phone number: ","canEditPhone":false,"hasPhone":false,"number":null},"countryData":{"country":"MX","name":"Mexico","class":"flag flag-mx","url":"https://www.workana.com/en/freelancers/mexico?ref=freelancer_view","blankGif":"https://wkncdn.com/newx/assets/build/img/blank.e5634ce39.gif"},"hourlyRate":{"text":"Hourly rate:","rate":"MX$ 100.00","isSet":true,"currency":"MXN","amount":"100.00"},"mainSkill":{"isSet":true,"text":"Freelancer expert in Admin Support"},"public":true,"clarificationText":"Allowed formats:
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