Cristian Jimenez Email & Phone Number

Mexico City, Cdmx, Mx

Mexico City, Mexico

- Taking technical and functional leadership in specific products or business processes, mainly D365 CE.- Investigating and resolving complex customer technical and functional issues, serving as the primary point of contact.- Ensuring effective communication with customers to build confidence in problem resolution.- Defining and understanding customer issues by creating accurate reproduction scenarios.- Researching, troubleshooting, developing, and implementing workarounds, and… Show more - Taking technical and functional leadership in specific products or business processes, mainly D365 CE.- Investigating and resolving complex customer technical and functional issues, serving as the primary point of contact.- Ensuring effective communication with customers to build confidence in problem resolution.- Defining and understanding customer issues by creating accurate reproduction scenarios.- Researching, troubleshooting, developing, and implementing workarounds, and gaining customer agreement on solutions.- Acting as Level-2/Level-3 support to resolve customer issues.- Collaborating with cross-group peers both proactively and reactively.- Producing high-quality documentation to support resolutions and processes. Show less

Ciudad De México, México

- Provide phone, email, and chat customer service for VIP, Premium, and Professional- Manage and accomplish SLAs incidents: critical, medium, and low incidents- Assist with technical support for Microsoft Power Apps, Power Automate, Power Automate Desktop, Power Virtual Agents, and Power Platform Admin Center- Assist with collateral technologies like Azure, Dynamics 365, Omnichannel, Dataverse, SharePoint, Teams, Forms, Azure DevOps, Copilot, Windows clients and servers, and virtual… Show more - Provide phone, email, and chat customer service for VIP, Premium, and Professional- Manage and accomplish SLAs incidents: critical, medium, and low incidents- Assist with technical support for Microsoft Power Apps, Power Automate, Power Automate Desktop, Power Virtual Agents, and Power Platform Admin Center- Assist with collateral technologies like Azure, Dynamics 365, Omnichannel, Dataverse, SharePoint, Teams, Forms, Azure DevOps, Copilot, Windows clients and servers, and virtual machines.- Escalation of incidents to the Customer Success Management, Product, and Engineering teams Show less

Remote

- Supporting Blockchain.com non-custodial wallet, product, and information on web, Android and iOS platforms:- Supporting and redirecting issues of swaps, sends, withdrawals of cryptopcurrencies (Bitcoin, Ether, Bitcoin Cash, Stellar, Algorand, Tether)- Supporting different customer issues, reporting, and collaborating with other agents

Remote

- Provide customer support of second level in English, Spanish and Portuguese with ticketing system- Use of CRM to communicate with end-users and tagging.- Partner closely with 1st level support agents- Report bugs and problems to software developers, engineers and product team members- Answer to App's ratings and reviews for Android and iOS stores- Black box testing of native clients on mobile platforms (Android and iOS)- Global distributed team collaboration (problem… Show more - Provide customer support of second level in English, Spanish and Portuguese with ticketing system- Use of CRM to communicate with end-users and tagging.- Partner closely with 1st level support agents- Report bugs and problems to software developers, engineers and product team members- Answer to App's ratings and reviews for Android and iOS stores- Black box testing of native clients on mobile platforms (Android and iOS)- Global distributed team collaboration (problem resolution, projects and training)- Use of a lot of software tools to collaborate and report incidents and bugs- Authoring documentation for agents and FAQ Help Center Show less

Remote

- Handling customer support (e-mail and app reviews)- Help players with account issues with different videogames (compromised, updates, bannings, etc.)- Resolve issues regarding refunds, purchases not going through, etc.- Assist players resolve technical problems with the game- Answer gameplay inquiries and helping sort out gameplay issues through macros and custom answers- Check updates & newly-released content for the supported games (assigned projects)- Take assigned… Show more - Handling customer support (e-mail and app reviews)- Help players with account issues with different videogames (compromised, updates, bannings, etc.)- Resolve issues regarding refunds, purchases not going through, etc.- Assist players resolve technical problems with the game- Answer gameplay inquiries and helping sort out gameplay issues through macros and custom answers- Check updates & newly-released content for the supported games (assigned projects)- Take assigned training modules and game playing to improve the customer experience Show less

Mexico City, Mexico City, Mexico

- Professor of Information Technology and Engineering Subjects- Professor of Software Engineering- Professor of Logic and Algorithmics

Ciudad De México, Distrito Federal, México

- Análisis de procesos del área de monitoreo nacional de redes para elementos en backbone, centros de datos, Internet, corporativos, casas de bolsa, sucursales bancarias y cajeros automáticos. - Implementación de políticas de procesos de monitoreo alineadas a la detección, comunicación, reacción, escalación y seguimiento de eventos, alarmas e incidentes. - Identificación e implementación de métricas de desempeño de procesos y área como MTTN (Mean Time To Notify) y MTTR (Mean Time To… Show more - Análisis de procesos del área de monitoreo nacional de redes para elementos en backbone, centros de datos, Internet, corporativos, casas de bolsa, sucursales bancarias y cajeros automáticos. - Implementación de políticas de procesos de monitoreo alineadas a la detección, comunicación, reacción, escalación y seguimiento de eventos, alarmas e incidentes. - Identificación e implementación de métricas de desempeño de procesos y área como MTTN (Mean Time To Notify) y MTTR (Mean Time To Repair). - Establecimiento de comunicación estrecha con clientes internos para detección de necesidades y el alertamiento mejorando la experiencia en el cliente en un 80%.- Reestructura de funciones de recursos humanos del área a través de matriz RACI. - Evaluación de herramientas de monitoreo: Orion Solarwinds, Scrutinizer Cisco Works y Kiwi Syslog- Reestructuración de políticas, procesos, procedimientos, herramientas y entregables del área integrando buenas prácticas en la industria (ITIL). - Análisis, evaluación y penalización de contratos con proveedores de comunicaciones.- Elaboración de business case para la implementación de enlace de respaldo con terceros y adquisición de IBM Tivoli Netcool/OMNIbus. Show less

Mexico, Df

- Soporte pre y post venta para soluciones (ingeniería)- Gestión de personal del equipo de Ingeniería y sucursal de la Ciudad de México.- Diseño de SLAs y asignación de costos a proyectos y servicios (cotizaciones)- Cumplir con los requisitos de la marca para mantener la autorización para vender sus productos.- Conocimiento de productos de las siguientes marcas: Cisco, VMware, Apple, Foritinet y Netapp.

Toluca, Mexico

- Gestión de OLIMPICS ERP en la plataforma Mainframe para compra y control de material indirecto.- Coordinación del inventario físico anual y auditorías de cunas.- Automatización de procesos con macros en Excel y Word.- Seguimiento del suministro de importaciones de Estados Unidos e Italia.- Gestión del material enviado con aduanas locales, transporte y transportistas de carga en Laredo, TX, como Dicex, Nadaereo, FedEx, UPS, Mon-Ro y Transportes Villarreal.

- Manage assets such as servers, network devices, software, and hardware in Toluca and Tlalpan plants.- Support IT infrastructure qualification for manufacturing systems validation as part of FDA regulatory compliance- Manage the IT providers and vendors, such as telephony, and IT equipment, for requesting, receiving, and payment process support.- Support as first contact of corporate projects to implement locally in the Toluca plant- Train the staff in IT resources and policies

Licenciado En Sistemas Computacionales, Redes, Sistemas, Administración

Activities and Societies: Asesorías a alumnos en inglés

Maestría En Administración De Tecnologías De Información, Tecnología, Administración

Maestría, Educación

Licenciado En Finanzas Y Banca, Finanzas