IT Executive at Graphic Packaging International (2022-05 – Present)
- Management of IT infrastructure and resources within the plant.
- Administration and support of computer equipment (hardware/software), handheld devices, printers, and IP phones.
- Monitoring and maintenance of communication networks.
- End-user technical support (Level 1 & Level 2).
- Ticket management and incident resolution.
- Data backup execution and recovery processes.
- Installation and configuration of applications and systems.
- Preventive and corrective maintenance of IT equipment.
- IT process documentation and user manual creation.
- Vendor management and coordination.
- Participation and execution of IT projects.
- Inventory management of IT equipment and mobile devices.
- Access control database administration.
- Supervision of data centers (SITE, MDF, IDF) and CCTV systems.
- Advising departments on appropriate technological solutions.
Technical Support Executive at IZZI (2022-03 – 2022-05)
- Hardware and software technical support (Level 1 & Level 2).
- Incident and request management via ticketing system.
- Troubleshooting and resolution of computer issues.
- Preventive and corrective maintenance execution.
- Software and application installation/configuration.
- Hardware installation and setup.
- Email configuration and support (Outlook).
- Data backup and recovery.
- Incident escalation to specialized teams.
- Internal customer service support.
Regional Technical Support at DISH (2018-10 – 2022-01)
- Regional technical support (on-site, remote, and Service Desk).
- Hardware and software support in Windows environments.
- Ticket management and incident tracking.
- Troubleshooting and problem resolution.
- Preventive and corrective maintenance.
- Software installation, configuration, and updates.
- Computer assembly and hardware configuration.
- Email support (Lotus Notes and Outlook).
- Data backup and recovery.
- Incident escalation to higher-level support.
- Technical support for internal users and customers.
Field Service Engineer at BrainUp (2016-09 – 2018-10)
- Preventive and corrective maintenance of computer equipment.
- Installation and support of information systems (standalone and networked).
- On-site, remote, and Service Desk support.
- Customer and user technical assistance.
- Software installation and configuration.
- Hardware installation, diagnostics, and setup.
- Computer assembly and configuration.
Field Service Engineer at Macro servicios del noroeste (2011-08 – 2016-08)
- Preventive and corrective maintenance of computer equipment.
- Installation and support of information systems in network environments.
- Service Desk support (on-site, remote, and phone-based).
- User and internal customer support.
- Software and hardware installation/configuration.
- Computer assembly.
- Email configuration and support (Lotus Notes and Outlook).
- IT asset and inventory management.
- Systems department warehouse management.
- Asset control and tracking.
- Support in process automation.
- Structured cabling installation for data and telephony networks.
Technical Analyst Engineer at Axtel (2010-11 – 2011-02)
- Ticket registration, tracking, and documentation for incidents and requests.
- Operation and management of VoIP and data solutions for managed services clients.
- Monitoring of networks and VoIP/data services.
- Troubleshooting access and service issues.
- Change management and service request administration.
- Customer support and incident updates.
- Coordination with external providers.
- Service Desk / NOC operations support.
- SLA compliance (first contact within 30 minutes).
- Maintenance window validation.
- Incident classification and closure by severity levels.
- Executive and operational notifications for high-impact incidents.
- Customer satisfaction surveys.
On-Site Technical Support at Open Service Axtel (2009-09 – 2010-11)
- Support in information systems development (analysis, design, implementation).
- Preventive and corrective maintenance of computer equipment.
- Installation and support of IT systems.
- On-site, remote, and Service Desk support in Windows environments.
- User and customer technical support.
- Software installation and configuration.
- Computer assembly.
- Email account configuration.
- Basic network support and connectivity.
