Michael Chavez Email & Phone Number

Moncton, New Brunswick, Canada

Site & remote technician. Google console admin, hardware deployment, network tech & admin(Unifi).Change - System wide deployment.

Mexico

Process IT infrastructure changes through the different phases to ensure that they are documented correctly paying close attention to the Risk and Impact Analysis, thus making sure changes have the correct priority and a very well defined scope as well as implementation and rolled back steps. Review ticket compliance insuring they were successfully done.

Querétaro, Mexico

Remote support agent: Provide account review, changes, notifications and follow up. Be aware of daily process changes updates through databases, CRM, Microsoft teams and Email communications.Keep macros/templates updated daily according to process changes.Gather overnight updates to compile them on an Office 365 document to keep the team up to date.Compile.

Aguascalientes Area, Mexico

Acknowledge and escalate critical infrastructure incidents to responsible experts and management.Deliver regular updates and documentation through communications addressed to management and direction for both major incidents and infrastructure changes.In charge of major incidents and changes to ensure no SLAs are broken and make sure the services are.

Querétaro Area, Mexico

Incident management technician: Acknowledge and route P1 and P2 system tickets. Engage responsible department via escalation process (on call at different escalation levels).Deliver regular updates and documentation through communications directed to management.Responsible for shift high priority issues to ensure no SLAs were broken.Responsible of Citrix.

Mexico City Area, Mexico

Shift lead responsible of incoming calls and ticket queue SLAs. End of shift report & hand over, along with peers incidences.Follow up on escalation for non-resolved, VIP and critical issues.

Mexico City Area, Mexico

Internet service provider (ISP) technician T1, T2 and Trainer.Main responsibilities were to make sure the knowledge base articles were up to date, create and provide training courses for new hires, handle escalation issue, and reach out to higher levels to further investigate/gather instructions to resolve new issues.