Bernardo Mercado
IT Specialist
Mexico City
Summary
Highly proactive and efficient Bachelor in Communication Sciences seeking an IT or Data Center Operator positions where I can use my decision taking, problem solution and investigating skills to reduce to a minimum every possible risk.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
End User Support Technician
CIBT
Miguel Hidalgo, Ciudad De México
2023.08 - Current
Technical Skills
- Support in offices around 6 countries
- End-user support across Windows and macOS environments
- User and device management via Active Directory, Microsoft 365, Intune
- Hardware/software troubleshooting, imaging, and deployment (SCCM, Autopilot)
- Support for collaboration tools (Teams, Zoom, Outlook) and VPN connectivity
- Strong communication skills; experienced in high-volume ticket environments (ServiceNow, Jira)
Data Center Operator/L2 End User Technologist
Huawei Latin America
Cuajimalpa, Ciudad De México
2020.05 - 2023.07
Technical Skills
- Oversaw daily operations and health monitoring for 1,200 servers in a high-availability data center
- Data center operations: monitoring, racking, and hardware maintenance
- Server deployment, imaging, and patching (Windows/Linux environments)
- Infrastructure support including networking, power, and cooling systems
- Asset management, incident response, and change control procedures
- Familiar with remote hands support and ticketing systems (ServiceNow, Jira)
Level 2 Help Desk Analyst
Tech Mahindra
Azcapotzalco, Ciudad De México
2019.03 - 2020.05
- Provide technical assistance to Aetna office and home agents.
- Working on a daily basis with Active Directory, the ticketing system Service Now.
- Resolving escalated issues with personalized calls.
- Analyzing Level 1 Agents' metrics to have better SLAs.
Level 1 Help Desk Analyst
Compucom
Álvaro Obregon, Ciudad De México
2017.03 - 2019.02
- Provide technical assistance to Office Depot store, office and warehouse agents.
- Working on a daily basis with Active Directory, the ticketing system Service Now.
- Resolving issues involving printers, scanners, cash registers, modems and laptops.
- Supporting business from India.
Education
Bachelor of Science -
Universidad De Ecatepec
Ecatepec, Estado de Mexico 2013.05 - 2017.07
Skills
Excellent ortography and writing
Problem resolution
Analytical reading
Working under stressful environments
Timeline
End User Support Technician
CIBT
2023.08 - Current
Data Center Operator/L2 End User Technologist
Huawei Latin America
2020.05 - 2023.07
Level 2 Help Desk Analyst
Tech Mahindra
2019.03 - 2020.05
Level 1 Help Desk Analyst
Compucom
2017.03 - 2019.02
Bachelor of Science -
Universidad De Ecatepec
2013.05 - 2017.07