Adan Mancera

IT Digital Workplace Support Analyst with more than 6 years of experience in IT support, Digital Workplace, End User Computing (EUC), endpoint management, and technology asset management in corporate environments.

Experience providing L1/L2 on-site and remote support, managing incidents and requests through tickets, chat, and email, and diagnosing/troubleshooting hardware, software, operating systems, mobile devices, access, and authentication. Support for users in Mexico and LATAM, plus global support through chat, email, and tickets for the United States, Canada, and Europe.

Experience with Windows 10/11, Microsoft 365, Active Directory, Microsoft Entra ID, Windows Autopilot, PowerShell, Company Portal, Teams, OneDrive, corporate hardware, and mobile devices. Participated in corporate-scale projects: migration of ~600 users from Windows 10 to Windows 11 with 1st place globally; refreshes of 200+ devices per batch; and preparation of 100 computers/workstations in 15 days. Currently pursuing a B.S. in Computer Systems Engineering.

IT Digital Workplace Support Analyst - ESSITY HIGIENE Y SALUD MÉXICO - Mexico

(2022-09 - 2026-06)

Provide L1/L2 Digital Workplace support to Mexico and global users through tickets, chat, and email; provide on-site/remote support in Mexico and global support for LATAM, the U.S., Canada, and Europe.

• Diagnose and troubleshoot hardware, Windows, applications, peripherals, mobile devices, access, and authentication; resolve and escalate incidents.
• Manage the endpoint lifecycle: preparation, configuration, enrollment, assignment, refresh, migration, recovery, backup, reinstallation, and reassignment.
• Prepare devices from scratch: Windows installation and configuration, Hardware Hash collection using PowerShell, and registration/enrollment through Windows Autopilot.
• Coordinate and execute the migration of ~600 users from Windows 10 to Windows 11 in record time; project recognized with 1st place globally for completing migrations ahead of other regions.
• Perform corporate laptop and telephony refreshes, including batches of 200+ devices; manage lines and mobile devices: assignment, renewal, inventory, recovery, and support.
• Diagnose and replace hardware: SSDs, RAM, motherboards, keyboards, cameras, displays, batteries, flex cables, hinges, and peripherals.
• Support Windows 10/11, Microsoft 365, Active Directory, Entra ID, Company Portal, Teams, and OneDrive; support iPhone/iPad, Android, and macOS devices.
• Support meeting rooms and video conferencing using Yealink solutions: configuration, reimaging, firmware, cameras, microphones, speakers, connectivity, and troubleshooting.
• Diagnose and troubleshoot meeting rooms, validating connectivity, network configuration/segment, device communication, and audiovisual operation; support Teams-integrated room reservations and exterior displays; BenQ casting for Windows/Mac.
• Prepare and support Town Halls and corporate events: cameras, audio, video, Teams, lighting, and interpreter support; occasionally serve as the primary technical lead.
• Manage assets, inventories, warranties, recovery, and reassignment of Dell, HP, and Lenovo equipment.
• Handle IT onboarding/offboarding: prepare and deliver equipment, accessories, and acknowledgments; provide welcome and guidance on care, tools, best practices, and secure use of technology resources; recover, back up, reinstall, and prepare equipment for reassignment.
• Supported the 2023 new-office setup: moved assets and deployed ~500 workstations across 5 floors, including stands, monitors, docking stations, keyboards, and mice.
• Create and prepare ID badges using Zebra CardStudio and Adobe Photoshop, and support physical access processes through Keyscan Aurora.
• Participate in technology quotation requests and coordinate with vendors.
• Improve and automate processes using SharePoint, Microsoft Lists, Power Apps, and Power Automate; generate equipment and corporate-telephony acknowledgment forms, perform installation check-ins for new and refreshed equipment, track device lifecycle, and provide training and knowledge transfer to colleagues.

IT Help Desk Support Analyst - KELLY SERVICES MÉXICO - Mexico

(2020-03 - 2022-08)

Provide remote and on-site support to Mexico and LATAM users through a ticketing system, including diagnosis, troubleshooting, resolution, and follow-up.

• Manage assets: laptops, mobile phones, monitors, and peripherals, including preparation, assignment, inventory, loans, recovery, and control.
• Prepare and deploy 100 computers and 100 workstations in 15 days for the launch of Samsung s technical support center; configure and enable workstations and provide on-site support during operational startup.
• Provide on-site support at Samsung facilities, performing troubleshooting, refreshes, and equipment replacement; prepare equipment for Samsung and Mercado libre.
• Participate in office migrations: logistics, inventory, transportation, organization, and placement of technology assets.
• Manage Telcel corporate lines: activations, deactivations, suspensions, and renewals in coordination with the account executive.
• Refresh laptops and mobile phones from preparation through assignment; manage users through Active Directory, mainly accounts and passwords.
• Prepare and deliver ID badges for new hires.
• Manage equipment loaned to employees during remote work, including monitors and peripherals.
• Coordinate and receive vendors for installations and technology support; provide support related to Microsoft Azure, mainly passwords and telephony.

B.S. - Computer Systems Engineering - Universidad Virtual del Estado de Guanajuato (UVEG) (2026-08)

Analyst Programmer - Centro Profesional en Cómputo (2007 - 2009)