Lauro Monroy Fernández Email & Phone Number

Wisconsin, United States

• Provided front-line technical support for applications, resolving over 200 hardware and software issues per month and escalating complex cases.• Provided first-level technical assistance to end-users, achieving a 85% average first-call resolution rate.• Assisted in the creation and maintenance of knowledge base articles and user guides.• Collaborated with developers to reproduce and debug customer-reported issues.• Conducted remote sessions to guide end-users through application installations and configurations.• Implemented proactive monitoring systems, resulting in a 25% decrease in critical system failures.• Managed incident and service request queues, ensuring timely resolution within SLA targets.• Collaborated with cross-functional teams to implement a knowledge base system, resulting in a 30% reduction in support ticket resolution time.• Supported and administered Active Directory accounts, managing user access and permissions.• Performed data analysis on support ticket trends, identifying areas for process improvement.

United States

• Collecting data in order to defined criteria for data quality.• Filtering and cleaning data to find patterns or insights using statistical analysis and tools.• Utilized Excel to generate reports and graphs based on various requirements.• Analyzed data trends and created visualizations for management review.• Creation and mainteinance of SQL queries to extract data from multiple sources to generate reports.• Collaboration with other departments to ensure data accuracy and integrity.• Creation of charts, graphs or infographics to visualized different datasets.• Developed and maintained databases to store, track and analyze customer data.• Designed and developed reports and analytic models using modern data visualization tools.• Locate and reported key observations/insights from internal and external data sources.• Explained complex data sets in simple terms to non-technical audiences.• Apply updates for existing reports and dashboards.• Documented specifications for business intelligence or information technology reports and dashboards.

Puebla, Mexico

• Developed code following common security practices and development design patterns.• Documented 100% of technical specifications and dependencies of applications.• Participate in the planning and execution of business continuity/disaster recovery exercises.• Implemented user-friendly UI/UX designs that contributed to a increase in user engagement in the first month ofimplentation.• Assisted a team of senior developers in creating and maintaining e-commerce website.• Optimized images and minimized code, helping increase the company’s website speed.• Debugged and fixed legacy code errors, improving system stability and performance

Puebla, México

• Assisted users with installation of software applications by providing step-by-step instructions.• Resolved user inquiries related to system performance or usage issues in a timely manner.• Performed system upgrades and maintenance activities such as patching OS or application softwarecomponents.• Coached and mentored team members to improve capabilities.• Designed and maintained system documentation for infrastructure technology installation, configuration andtroubleshooting.• Create detailed documentation outlining system specifications and procedures for troubleshooting purposes.• Provided tier-two support for server operating systems and storage devices.• Traine users in system operation and basic maintenance.• Provided technical guidance in support of system development and troubleshooting

Ingeniero En Ciencias De La Computación, Information Technology

Licenciatura En Educación, Education