Puebla, Puebla, Mexico
Experienced IT Analyst, over 13 experience years in IT technologies, skilled at resolving complex customer service issues in a timely manner. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Disciplined, versed in knowledge of web applications, hardware, software ITIL, seeking to assist end users in all troubleshooting endeavors. • Troubleshooting proficiency • Patient, proactive and diligent • Strong analytical skills • Excellent problem solving skills • Customer-oriented, and works well under pressure • Strong collaborative skills Expertise : IT Service Management (10+ years) IT Asset Management (6+ years) Digital Transformation (4+ years) Advanced Technical Support (10+ years) Infrastructure Administration (6+ years) Multicultural Experience (7+ years)
Responsible for the plant’s end-to-end IT infrastructure within a high-demand automotive manufacturing environment, ensuring operational continuity, security, and performance across production and administrative areas. • Lead server, network, and telecommunications administration with strong focus on high availability, scalability, and cybersecurity. • Manage industrial IT operations, including line CPUs and industrial PCs: hardware diagnostics, image cloning, lifecycle management, obsolescence planning, and rapid replacement strategies. • Oversee plant networking architecture: managed switches, VLAN segmentation, WiFi access points, Ethernet troubleshooting, and industrial protocols such as PROFINET. • Execute structured cabling projects (UTP deployment, patching, labeling standards, rack organization) supporting reliable shop-floor communications. • Act as Information Security Representative (ISR), implementing cybersecurity policies aligned with TISAX and C-TPAT requirements and supporting corporate audits. • Ensure business continuity through scheduled backups on corporate NAS and tested disaster recovery procedures. • Provide direct support to manufacturing-critical systems including ATEB invoicing, automotive addenda compliance, Zebra industrial printers, engineering devices, access control, and CCTV systems. • Maintain full IT asset lifecycle management: hardware/software inventory, licensing compliance, updates, configuration baselines, supplier validation, and documentation governance. • Develop Power BI dashboards to track OEE, downtime, scrap, and line efficiency, enabling data-driven continuous improvement initiatives.
Develops Power BI and Power Query reports for Atos Service Desk accounts, providing clear and actionable insights to support decision-making and improve overall service delivery. • Implements Power Automate solutions to streamline and automate the handling of incidents and events, enabling clients to address issues more quickly and efficiently. • Supports automation initiatives aimed at improving service efficiency, reducing manual processes, and accelerating incident management workflows • Creates and manages agent schedules based on client requirements, ensuring optimal resource allocation aligned with service demands and call volume patterns. • Monitors trends and resource allocation metrics, identifying potential areas of improvement and making data-driven recommendations to optimize service delivery
• Proactive Hardware & Software troubleshooting on End User Devices • Analysis of trends and recording current health status of end user devices • Identification where and when the issue occurred and how many users are impacted • Analysis of the events in timeline to identify root causes of issues very quickly • Cooperation with various technical teams on root cause analyses and remediation plans • Resolution of issues discovered; • Documentation of findings and recommendations • Support tickets raised by SD and passed to 2LS for support. • Assistance to the end user support teams with incident analysis • Managing surveys and self-help campaigns • Creation and maintenance of metrics, scores, dashboards • Reporting
Onsite Support at Audi Mexico , CMDB Proccess Applied ,2nd and 3rd IT Level support provided to all Audi Staff troubleshoot and resolution of Hardware, Security, Voice Infraestructure ,and Software Issues, according to ITIL Proccess,
2nd Level Support to over 40 customers from Europe , Asia and North America , Monitoring and management Windows and Linux Servers, Solve technicals issues (Critical and High Issues for the customer ). NOC monitoring services. Call Incident Broadcast by WebEx session for each Critical Incident
1st Level support provided and incidents resolution for T-Systems Mexico, Hospital ABC, Daimler,and over 40 customers users. Supporting issues related to network connectivity, software, hardware, mainframes, share point, share drives, specific client applications, user account requests and modifications, among many others.
I was part of a project oriented to VoIP Telecommunications, and radiowaves. Management, surveillance, and creation of ethernet networks, and access points. As well as implementation, and maintenance of technologies such fiber optics.