Dennise Moreno Email & Phone Number

Greater Toronto Area, Canada

•Provide Tier 1 and Tier 2 support for the Surge Learning LMS, a SaaS platform via email, phone, and verbal channels, managing up to 800 weekly tickets through Zendesk.•Implemented new ticketing procedures, boosting customer satisfaction to 98% and reducing average ticket resolution time from 24 hours to 1 hour.•Identify, diagnose, and resolve recurring technical issues, collaborating with development teams to address complex problems and minimize user impact.•Lead process improvements and maintain a comprehensive knowledge base, ensuring high-quality performance, compliance with industry standards, and optimized support experiences.

Guadalajara, Jalisco, México

• Managed technical configurations and data quality for global SAP Ariba systems, supporting over 5,000 users and ensuring seamless operations.• Achieved Subject Matter Expert status, driving improvements in data management processes and supplier enablement.• Proactively identified and corrected inconsistencies in system-generated outputs, increasing operational efficiency and data reliability.

• Responsible for Mexico-LATAM network and infrastructure.• Fully supported and maintained WLAN, LAN, WAN, telephony, software, and desktop hardware systems. • Developed and executed 10+ ITIL aligned projects in less than 2 years for infrastructure improvements, including Life Cycle Management, network expansion and cloud service migration. • Provided technical support through ticketing system, ServiceNow, ensuring 99.9% problem resolution and satisfaction. • Administrated annual IT projects budget and implementation.

Naucalpan De Juárez Y Alrededores, México

•Ensured reliability and performance of core IT infrastructure, including networks, servers, firewalls, telephony, and essential services like email, MS Office, and antivirus.•Provided technical support and resolved complex IT issues for over 1,000 users, utilizing a ticketing system to ensure efficient issue tracking and resolution.•Managed Active Directory and security systems, while developing ITIL-aligned documentation to standardize support and enhance knowledge sharing.

Bachelor'S Degree, Electrical And Electronics Engineering

Master'S Degree, Business Administration And Management, General