Edwin Fuentes Espinosa

System Engineer

Talento

TijuanaMiembro desde 23 de septiembre de 2026

End-user supportIncident managementService monitoringEnterprise IT operationsSLA complianceContinuous improvementProcess optimizationSoftware supportWindows environmentsTicket managementTroubleshootingCorrective maintenanceSoftware installationHardware installationComputer assemblyEmail configurationOutlookLotus NotesData backupTelecommunications servicesNetworkingService Desk supportVendor managementInventory managementChange managementIT process documentationUser manual creationCCTV systemsStructured cabling installation

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End-user supportIncident managementService monitoringEnterprise IT operationsSLA compliance

Sobre mí

Systems Engineer with over 10 years of experience in IT support, infrastructure management, and telecommunications services (VoIP and networking). Specialized in end-user support, incident management, service monitoring, and enterprise IT operations. Strong focus on SLA compliance, continuous improvement, and process optimization.

Experiencia

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)