Technical Proficiency: WIN6530, IBM Sterling File Gateway, Splunk, Prognosis, AppDynamics, Confluence, Unisys
Ana Lilia Nuñez Villagrana
Support Engineer
SAN PEDRO TLAQUEPAQUE
Summary
Reliable customers' advocate committed to fully understand customer issues and solve them. Relentless and creative team player with flexibility to effectively manage client demands. Energetic self-starter troubleshooting complex software issues and documenting bugs. Knowledgeable and dedicated customer service professional with extensive experience.
Overview
19
19
years of professional experience
20
20
years of post-secondary education
2
2
Languages
Work History
Support Executive
TATA Consultancy Services de México SA de CV
6 2022 - Current
- Support for Citi Banamex L1-L2 Engineer, Monitoring and diagnostic, providing technical support to users with issues or intermittences in applications.
- Back-end applications mainly.
- Collaborated with cross-functional teams to provide comprehensive solutions for complex problems.
- Enhanced customer satisfaction by addressing and resolving technical issues promptly.
Trainee - Manual Software Tester
Automation Coaches Ltd
02.2021 - 05.2022
- Test cases design, Test strategy, test plan &Test execution, Troubleshooting, Defect tracking activities, Analyst of business and functional requirements, Back-end and Front-end testing, Report status, Effort estimation, Jira, Scrum, SDLC / STLC, SQL
Planning and Technical Sales
Tuberias Visa de Gdl
09.2018 - 01.2021
- Clarify product, application and service requirement from the customers, select and propose the right products to Customer according with their need, and technical support
- Cost calculation sheet, the price quotation, and technical documents for each project
- Give technical information based on the products and their application to the customers.
Project Engineer
Emerson Automation Solutions
02.2014 - 08.2018
- Provide the technical, commercial sales support to Customers in the Territory of Mexico Centro America and the Caribbean, MRO and Projects
- Prepare the cost calculation sheet, the price quotation, and technical documents to submit to the customers
- Sales orders entry and management
- (Using two ERPs: SXe
AutoCAD Designer
Armstrong Safe de Mexico
02.2011 - 09.2011
- AutoCAD Designs of security products to safeguard valuables, such as strongbox, armored windows and doors, etc.
Supply Chain Metal Mechanics Specialist
Sanmina SCI de Mexico
02.2011 - 09.2011
- Supply Chain and Sheet Metal, creating financial saving opportunities by developing alternate suppliers
- Quote process, analyzing, negotiating and determining the best solution.
Design Engineer
Derivados de Metal
02.2005 - 09.2011
- New products quote for Soft-tools projects
- Development and calculation for the elaboration of metal pieces (prototypes)
- Elaborating specification drawings for projects
- Elaborating bill of materials
- Profitability and scope analysis for projects.
Education
Diploma - Project Management
Universidad Panamericana
CDMX 05.2001 - 05.2021
MBA - Bussines Administration
UVM Campus Gdl Sur
Bachelor - Industrial Engineering
Instituto Tecnologico Superior de Zapopan
Guadalajara, Jal.Black Belt - Lean Manufacturing / Six Sigma
Lean Six Sigma Institute
Zapopan, Jalundefined
Skills
Problem-solving
Positive communication
Leadership
Teamwork
Decision-making
Project Management
Continuous Improvement
Customer service understanding
Software
Timeline
Trainee - Manual Software Tester
Automation Coaches Ltd
02.2021 - 05.2022
Planning and Technical Sales
Tuberias Visa de Gdl
09.2018 - 01.2021
Project Engineer
Emerson Automation Solutions
02.2014 - 08.2018
AutoCAD Designer
Armstrong Safe de Mexico
02.2011 - 09.2011
Supply Chain Metal Mechanics Specialist
Sanmina SCI de Mexico
02.2011 - 09.2011
Design Engineer
Derivados de Metal
02.2005 - 09.2011
Diploma - Project Management
Universidad Panamericana
05.2001 - 05.2021
Support Executive
TATA Consultancy Services de México SA de CV
6 2022 - Current
MBA - Bussines Administration
UVM Campus Gdl Sur
Bachelor - Industrial Engineering
Instituto Tecnologico Superior de Zapopan
Black Belt - Lean Manufacturing / Six Sigma
Lean Six Sigma Institute