Skills
Experience Level
Expert
Intermediate
Language
Spanish; Castilian
Fluent
English
Intermediate
Work Experience
Helpdesk/OSS Lead at Altrox
January 1, 2008 - January 1, 2012Led 15 on-site support technicians; handled incoming calls, retail and end-user support; created and updated all project documentation.
IT operations Admin (T-Mobile) at Compucom
January 1, 2012 - January 1, 2015On-site technician support and Retail store support. Remotely resolved problems with devices within Retail Stores and RBO offices.
Project Leader (EY) at TATA Consultancy Services
January 1, 2015 - January 1, 2017Led over 30 L1-L2 Service Desk associates, which supported NA and LATAM through phone, email and chat. Daily meetings with client to provide team performance analysis. In charge of SLA and KPI fulfillment.
L2 Support Lead (Tapestry) at TATA Consultancy Services
January 1, 2017 - PresentHandled the knowledge transition for L1 and L2 support in different locations (Montreal, Florida, New York and New Jersey). Responsible for all NA and EU process documentation. Led 10 L2 support agents, handling all Retail store devices and network.
Education
Bachelor’s Degree in Computer Science at Universidad Nacional Autónoma de México
January 11, 2030 - December 1, 2025Qualifications
Industry Experience
Retail, Software & Internet, Telecommunications, Professional Services, Other
Skills
Experience Level
Expert
Intermediate
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