Adrian Reyes

Hello my name is Adrian Reyes. I'm an Electronics Engineer. Currently I work as a Service Desk Team Lead for IT solutions. I have experience working with a wide variety of customers. I always give the best service to our customer.

I work under pressure if required. Also I am very good in multitasking. My daily work is ticket based and I'm in charge to keep track and control of the service provided by my Team members. I check and make action plans based on the SLA and KPIs.

Also I give technical support to the technicians in my Team and to customers. I also have a masters degree in Mechatronics. I am very responsible with my duties.

Service Desk Team Lead in Excis Compliance ltd (01/01/2023-) Current job:

Manage and coordinate a group of Service Desk Technicians, providing training, guidance and performance feedback.

Monitor Service

Desk ticket handling from reports generated in a ticketing tool.

Guide Service

Desk

Technicians to provide end customer support with IT related topics. Manage and support projects worldwide delivering customers IT solutions. Work along with other teams to keep control of the costs and rates for each ticket handled by the Team.

Function: SLA management, Incident Management and Daily, Weekly and Monthly

Report. Managing key performances indicators (KPIs) by settings and monitoring adherence to performance targets. Representative of the Service Desk in meetings and handle of Customer reporting / complaints / service improvement & ITSM System management and improvements.

Assisting analysts in providing first-line support when workloads are high, or where additional experience is required. Arranging staff training and awareness sessions, prepare career development plans, appraises progress, training and coaching. ER involvement to correct non-performance.

❖ Remote Engineer in Excis Compliance ltd (08/09/2021-12/31/2022):

Handle and coordinate tickets to give solutions to IT issues for customers around the world.

Supporting end users and technicians in order to meet SLA and KPIs set by Service Desk

Management.

Function: Dispatch coordinator, IMACD (Install, Move, Add, Change, De-Install), Hardware break fix services, Desk backup/transfer, VIP support, End user device software troubleshooting, familiarity with

VPN, PC refresh/device swap outs.

Bachelor´s degree in Electronic Engineering in Tecnológico Nacional De México

Campus Apizaco.

POSTGRADUATE STUDIES 2019-2021:

Master´s degree in Mechatronic Engineering in Tecnológico Nacional De México

Campus Apizaco.