José De Jesús Robles Aquino Email & Phone Number

Monterrey, N.L., Mx

- Compile and analyze statistical data using the Service Desks as the central point for all IT issues and business requests.- Work as part of an Agile team in preparing Quality Assurance strategies, plans, and test scenarios based on the business requirements.- Review and score all Service Desks (NA, LATAM and Brazil) main points of contacts to ensure compliance with Service Desk service standards.- Provide data (ServiceNow reports, databased on OKRs to Service Desk Leadership to assure delivery of high-quality support by Service Desk Analysts.- Ensure that IT documentation (KB articles or Training files) is maintained and up to date.

San Pedro Garza García, Nuevo León, Mexico

- Provide timely, first call resolution to IT support issues following company standards.- Identify, repair, and resolve any PC hardware/software failures.- Maintain a high degree of customer service for all requests.- Record incidents and requests in the ServiceNow management system, monitor and manage the ticket queue and document solutions.- Participate in coordinating messages sent on behalf of the Service Desk pertaining to unplanned service disruptions and show initiative by offering suggestions for improvement of service delivery (reduce downtime, improve response time, process improvement.- Follow and maintain operational and procedural documentation and escalation processes to ensure adherence to SLAs.

San Nicolás De Los Garza, Nl, Mexico

- Tier 1 and 2 bilingual support to incidents and requirements; transport and last mile services with International Carriers (AT&T, BT, Verizon, etc.) and Technology Providers (Telmex, American Tower, etc.).- Wireless Technologies.- SDP/PDH.- WAN/LAN.- Internet and Ethernet.- Switches and Routers (physical and logical configuration).

Sydney, Australia

- Civil work with Telstra, Vision Stream and Mirait Technologies, installing optic fiberon the eastern and western suburbs of Sydney, Australia.- Safe work environment procedures.- Electrical and manual tools.- Customer Service to providers.

Monterrey Area, Mexico

- Preventive and corrective maintenance to X-Ray scan vehicle.- Maintenance plans through Mexico.- Checklists and work procedures.- Customer Support and meetings with clients.- Investigation, evaluation and pick of providers, purchase orders and payments.

Veracruz De Ignacio De La Llave, México

- Preventive, corrective and overhaul maintenance to internal combustion and electric engines,reciprocating pumps and instrumentation.- Diagnostics and issues corrections in electrical boards and equipment.- Crew leader, development and execution of maintenance programs.- Maintenance reports, information notes and activities procedures.- Start, follow up and closing of requisitions and purchase orders.- On-site and mobile support.

Ingeniero En Electrónica Y Comunicaciones, Electrical, Electronic And Communications Engineering Technology/Technician

Activities and Societies: Vicepresidente en la Sociedad de Alumnos de la FIME.

Diploma Of Network Security, Ingeniería De Telecomunicaciones

Diplomado extracurricular en Sydney, Australia.