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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
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