Information Technology SpecialistField Service EngineeringInformation Technology InfrastructureWindows 11...
Information Technology Specialist
As part of the Windows 11 migration initiative, I held primary responsibility for ensuring a seamless and efficient transition for both end users and organizational systems.
Executed in-person and remote migrations across laptops, desktops, workstations, and Virtual Desktop Infrastructure (VDI) environments.
Coordinated scheduling with end users to ensure alignment with their specific operational needs and availability.
Maintained precise hardware inventory records throughout the duration of the migration lifecycle.
Standardized the re-imaging, configuration, and deployment of hardware to ensure full compliance with organizational requirements.
Delivered comprehensive hands-on support and technical assistance during initial post-migration setup phases.
Managed software procurement processes, ensuring adherence to licensing agreements and successful installation.
Facilitated the decommissioning and proper recycling of obsolete hardware assets.
Provided ongoing post-migration support to resolve technical issues and optimize system performance.
Field Service EngineeringInformation Technology InfrastructureWindows 11System MigrationMicrosoft IntuneWindows Server
Deutsche Bank ? Frankfurt am Main, Germany
5 years 3 months
2018-11 - 2024-01
Application Support
Senior Application Support Engineer
Senior Application Support Engineer
Acted as Coupa?s Subject Matter Expert (SME) for technical-related issues
Provided L3 functional support for production issues, including technical and business assistance
Managed user accounts and performed administrative activities, such as provisioning, deprovisioning and troubleshooting access to Coupa
Occasionally collaborated with the development, business and quality teams to conduct unit and functional testing
Created and updated documents for support activities and business processes
Conducted functional and technical analysis of recurring issues, job failures, and other problem areas, and provided advise on developing and implementing permanent fixes
Developed functional specifications related to the integration between Coupa other ERPs, data management systems, and modules of J.D. Edwards (JDE)
Assisted with Coupa Master Data Loads
Setup and automated ServiceNow and Coupa weekly reports
Automated recurring backend technical tasks
Assisted with bi-annual SOX audits
Baxter International, Inc. ? Remote, Mexico
1 year
2017-12 - 2018-11
Technical Support
Senior Technical Support Engineer
Senior Technical Support Engineer
Supported dual roles, acting as the primary on-site contact for all local Uber users, as well as remote support to users within my time zone, when my workload allowed it
Performed hardware and software preventive maintenance, break / fix repairs and upgrades to computers, A / V, meeting room and network hardware and other peripherals
Troubleshot network and access issues, including authentication, user permissions and remote access (VPN)
Triaged, assigned, followed up and escalated incoming, existing and aging tickets
Assisted on incoming escalations from the L1 Support team
User on-boarding and off-boarding
Wrote, corrected and updated internal documentation
Procured, received, unboxed, configured, provisioned, inventoried, and shipped end-user hardware
Collaborated with internal teams and external software and hardware vendors
Uber ? Guadalajara, Mexico
2 years 5 months
2015-08 - 2017-12
Technical sales support
Technical Sales Support Consultant
Technical Sales Support Consultant
Responsible for supporting the validation process of server hardware and software configurations for the LATAM Sales team
Managed the resolution of highly complex business issues related to sales operations and order management processes
Wrote and maintained documentation
Developed new and reviewed existing processes
Collaborated with other business units, including Enterprise Services, Supply Chain and Product Engineering
Hewlett Packard Enterprise ? Tlaquepaque, Mexico
1 year 1 month
2014-08 - 2015-08
Tech Support
L2 Bilingual Tech Support Associate
L2 Bilingual Tech Support Associate
Trained new employees on business processes and best practices, including correct ticket creation, triage, documentation, handling and follow up
Took and resolved escalations from L1 agents and escalated to L3
Detected, gave notice and monitored system outages
Worked and coordinated with users, on-site support technicians and external software vendors to diagnose, mitigate and fix incidents
Information Technology SpecialistField Service EngineeringInformation Technology InfrastructureWindows 11...
Information Technology Specialist
As part of the Windows 11 migration initiative, I held primary responsibility for ensuring a seamless and efficient transition for both end users and organizational systems.
Executed in-person and remote migrations across laptops, desktops, workstations, and Virtual Desktop Infrastructure (VDI) environments.
Coordinated scheduling with end users to ensure alignment with their specific operational needs and availability.
Maintained precise hardware inventory records throughout the duration of the migration lifecycle.
Standardized the re-imaging, configuration, and deployment of hardware to ensure full compliance with organizational requirements.
Delivered comprehensive hands-on support and technical assistance during initial post-migration setup phases.
Managed software procurement processes, ensuring adherence to licensing agreements and successful installation.
Facilitated the decommissioning and proper recycling of obsolete hardware assets.
Provided ongoing post-migration support to resolve technical issues and optimize system performance.
Field Service EngineeringInformation Technology InfrastructureWindows 11System MigrationMicrosoft IntuneWindows Server
Deutsche Bank ? Frankfurt am Main, Germany
5 years 3 months
2018-11 - 2024-01
Application Support
Senior Application Support Engineer
Senior Application Support Engineer
Acted as Coupa?s Subject Matter Expert (SME) for technical-related issues
Provided L3 functional support for production issues, including technical and business assistance
Managed user accounts and performed administrative activities, such as provisioning, deprovisioning and troubleshooting access to Coupa
Occasionally collaborated with the development, business and quality teams to conduct unit and functional testing
Created and updated documents for support activities and business processes
Conducted functional and technical analysis of recurring issues, job failures, and other problem areas, and provided advise on developing and implementing permanent fixes
Developed functional specifications related to the integration between Coupa other ERPs, data management systems, and modules of J.D. Edwards (JDE)
Assisted with Coupa Master Data Loads
Setup and automated ServiceNow and Coupa weekly reports
Automated recurring backend technical tasks
Assisted with bi-annual SOX audits
Baxter International, Inc. ? Remote, Mexico
1 year
2017-12 - 2018-11
Technical Support
Senior Technical Support Engineer
Senior Technical Support Engineer
Supported dual roles, acting as the primary on-site contact for all local Uber users, as well as remote support to users within my time zone, when my workload allowed it
Performed hardware and software preventive maintenance, break / fix repairs and upgrades to computers, A / V, meeting room and network hardware and other peripherals
Troubleshot network and access issues, including authentication, user permissions and remote access (VPN)
Triaged, assigned, followed up and escalated incoming, existing and aging tickets
Assisted on incoming escalations from the L1 Support team
User on-boarding and off-boarding
Wrote, corrected and updated internal documentation
Procured, received, unboxed, configured, provisioned, inventoried, and shipped end-user hardware
Collaborated with internal teams and external software and hardware vendors
Uber ? Guadalajara, Mexico
2 years 5 months
2015-08 - 2017-12
Technical sales support
Technical Sales Support Consultant
Technical Sales Support Consultant
Responsible for supporting the validation process of server hardware and software configurations for the LATAM Sales team
Managed the resolution of highly complex business issues related to sales operations and order management processes
Wrote and maintained documentation
Developed new and reviewed existing processes
Collaborated with other business units, including Enterprise Services, Supply Chain and Product Engineering
Hewlett Packard Enterprise ? Tlaquepaque, Mexico
1 year 1 month
2014-08 - 2015-08
Tech Support
L2 Bilingual Tech Support Associate
L2 Bilingual Tech Support Associate
Trained new employees on business processes and best practices, including correct ticket creation, triage, documentation, handling and follow up
Took and resolved escalations from L1 agents and escalated to L3
Detected, gave notice and monitored system outages
Worked and coordinated with users, on-site support technicians and external software vendors to diagnose, mitigate and fix incidents