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Blvd. Centro Sur No 83 Piso 2, Col. Colinas de Cimatario, Querétaro Querétaro
Correo: aaronlevy@mtech-systems.com
Periodo: Mar’15 a Ene’16.
Posición: Tech Support Latam.
Actividades:
• Resolver problemas técnicos de los clientes en Nivel/Tier 1, presentados cotidianamente en los usuarios.
• Recabar la información del cliente y determinar la incidencia mediante el análisis de los síntomas y la determinación del problema.
• Proveer soporte especializado (Nivel/Tier 2) a incidencias relacionadas con bases de datos, mantenimiento a servidores e instalación del sistema Protein.
• Respaldar y restaurar base de datos SQL 2008 y 2012.
• Realizar pruebas a las soluciones de los bugs levantados por el departamento de soporte técnico.
• Actualizar las versiones del sistema Protein en ambiente Test y Productivo en el servidor del cliente.

Logros:
• Implementar la estructura organizacional y arranque del nuevo departamento de Soporte Técnico a nivel Latinoamerica (Colombia, Venezuela, Chile, Costa Rica y México).
• Elaborar procedimientos y establecer el proceso de Soporte a nivel Latam.
• Proporcionar soporte a los integrantes del departamento soporte Latam.
_________________________________________________________________________
ESTAFETA MEXICANA
Avenida Domingo Diez No. 1001 Piso 4, Cuernavaca, Morelos.
Correo: job.gonzalez@estafeta.com
Periodo: Sep‘06 a Jul’14.

Posición: Analista Soporte Aplicaciones (Jul’12 – Jul’14)

Actividades:
• Liderar arranque del primer Service Desk de la compañía especializado en aplicaciones destinadas a clientes externos.
• Brindar soporte especializado a clientes usuarios de aplicaciones de la compañía (Comando Web, Web Services y CFDI) y equipo de cómputo (PC, impresoras térmicas Zebra y Datamax e impresoras Láser).
• Monitorear y dar seguimiento las incidencias para solución del problema (escalamiento a segundo nivel: Análisis, Infraestructura, Telecom).
• Elaborar estadísticas y reportes de las incidencias mensuales generadas en el área de Service Desk.
• Asegurar la calidad del servicio, cumpliendo los compromisos de servicio y soporte acordados con el cliente.
• Reportar y representar a nivel gerente del Service Desk en juntas informativas, preventivas y correctivas.
• Planear e Implementar soporte técnico vía Chat y remoto con ayuda de las COMM100, Team Viewer y Landesk.

Logros:
• Incrementar la eficiencia del departamento en un 96%.
• Incrementar el staff del Service Desk en un 50%.

Posición: Ingeniero de Soporte Jr. (Sep’06 – Jul’12)

Actividades:
• Brindar soporte en primer nivel vía telefónica y remotamente a clientes internos para resolver de hardware y/o software.
• Administrar y dar seguimiento a incidentes.
• Dar seguimiento a Compras e Inventario de Equipo de Cómputo, Control de Liberaciones, Documentos de Definición de Necesidades (DDN), Altas, Bajas y Cambios de Usuarios SAP).
• Diseñar e implementar una guía para incrementar el uso servicios del Help Desk a nivel interno, aumentando en un 15% los requerimientos en un periodo de 6 meses.
• Administrar usuarios en las plataformas de Active Directory y Google Apps.

Logros:
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