CARLOS LOPEZ
Regional IT Local Support
Mexico City
Summary
Support, management and customer service, with experience in analysis, incident resolution and mobile device management in first and second level incident management systems based on Windows, Linux and MacOS operating systems, as well as improvement and updating service processes.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
15
15
years of professional experience
1
1
Language
Work History
Customer Service and Local IT Support
Softtek
Ciudad De Mexico
03.2011 - Current
- A full-time worker with 13 years of experience, from service desk to regional IT representative, is detailed below, along with all the supported companies throughout my experience.
- Passionate about learning and committed to continual improvement.
- Excellent communication skills, both verbal and written.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful at working within tight deadlines and a fast-paced environment.
- Analysis and monitoring support assistance, mobile device administration.
- Second-level incident or incident management systems.
- Experience in Windows, Linux, and MacOS operating systems.
- Google and Microsoft apps.
- SCCM Configuration Manager, SNOW, Google Apps, Sure MDM, JIRA, CMDB, Azure Intune, Mobile Iron, Remedy, Lotus Notes, and JAMF Pro.
- Self-motivated, with a strong sense of personal responsibility.
Regional IT Local Support
Hilti Mexicana
Ciudad De Mexico
01.2023 - Current
- Skilled at working independently and collaboratively in a team environment. Regional support agent for Mexico, ticket resolution, service monitoring.
- Tools: Analysis and Monitor Support Assistance.
- Second-level incident or incident management systems.
- Experience in Windows, Linux, and MacOS operating systems.
- JAMF Pro certified
- Google Apps.
- SCCM Configuration Manager, SNOW, Google Apps, Sure MDM, JIRA, CMDB, Azure Intune,
Support Agent
MENU
Ciudad De Mexico
11.2021 - 07.2022
- Technical support agent, ticket resolution, service monitoring, assistance, and configuring e-commerce platforms for restaurant brands, cinemas, fast casual, and theme parks.
- Tools: analysis and monitor support assistance, second-level incident, or incident management systems.
- Experience in Windows, Linux, and MacOS operating systems, Google Apps.
- Zendesk, Sentry, Google Apps, SureMDM, proVconnect Server, JIRA.
Mobility Representative
Metlife
Ciudad De Mexico
11.2020 - 11.2021
- Mobile Device Management for Mexico, monitor, and manage end-user mobile devices.
- SKILLS: Analysis, and monitor support assistance.
- Negotiated contracts with vendors to procure the best deals on mobile devices and accessories for clients.
- Guidance for Mobile Devices.
- Managed inventory of mobile devices, accessories, and parts to ensure timely availability for customers'' needs.
- Provided technical support for clients experiencing difficulties with their mobile devices, troubleshooting issues quickly and effectively.
- Budget analysis.
- Tools: ServiceNow, Excel, MDM.
Local Support Agent
Monsanto / Bayer
Ciudad De Mexico
05.2019 - 07.2020
- First and second level support for Monsanto/Bayer, verification, and resolution of incidents in different categories.
- Support and assistance during migration services from Monsanto to Bayer, resetting, and synchronization of passwords in both domains (Monsanto and Bayer) on different user devices.
- Migration support from Windows 7 to Windows 10, and applications related to the new business domain.
- Analysis and incident support.
- IT infrastructure expertise.
- Second-level incident or incident management systems.
- Experience in Windows, Linux, and MacOS operating systems.
- Experience in process improvements.
- Experience in reading metrics and generating reports.
- Intermediate knowledge in office applications.
- Remedy, MDM, SAP, Active Directory.
Local Support Agent
Nissan
Ciudad De Mexico
12.2018 - 03.2019
- First and second level support for the Nissan HQ project, verification and resolution of incidents in different categories, password reset and synchronization in users' devices, as well as software installation, and support in Windows 10 migration for corporate teams in CDMX.
- Computer setup equipment for Windows 7 to Windows 10 migration, backup information, operating system upload, and data restoration.
- Experience with Windows, Linux, and MacOS.
- Analysis and incident support
- Metrics and service report analysis.
- Intermediate knowledge of MS Office software.
- Second-level incident support.
- ACE Boot v2.007, Windows USMT (backup and restore)
Local Support Agent
Lala
Ciudad De Mexico
05.2018 - 12.2018
- Managed multiple priorities successfully while maintaining strict adherence to deadlines within a fast-paced environment. Second-level support, ticket verification and resolution, inventory management, registry and cancellations, system cloning, and computer configuration for new employees, VIP support, Android and iOS configuration, and support for email accounts, on-call service for assigned CEDIS (Distribution Centers) and corporate users.
- SKILLS: Tools: Windows 10, Linux, and Mac OS operating systems.
- Analysis and incident resolution.
- Metrics and incident reports.
- Intermediate knowledge of MS Office software.
- Second-level incident support.
- Remedy, Windows, Acronis, SICAV, Mobi Control, SAP.
Service Desk Analyst
Anheuser-Busch
Aguascalientes
10.2016 - 04.2018
- Job Title: Service Desk Analyst
- Main Activities: Customer service support for users from ABI Brewery Global, active directory management, resetting and unlocking access accounts for SAP, mobile device management assistance, and software installation.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- SKILLS: Tools: Windows 7, Linux, and Mac OS operating systems.
- Analysis and incident resolution
- Intermediate knowledge of MS Office software.
- Incident management: 1st and 2nd level.
- Active Directory, HP service center (ServiceNow), SAP, MobiControl, Windows, Outlook.
Service Desk Analyst
Mitel
Ciudad De Mexico
01.2011 - 09.2016
- Main activities: Customer service support for EMEA, unlocking and password reset, Active Directory, email installation, and configuration for the Lotus Notes platform, and Blackberry device configuration with MDM.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Served as the primary point of contact for all ITEMEA queries within the organization, directing users to appropriate resources when necessary.
- SKILLS: Windows 7, Linux, and Mac OS operating systems; analysis and incident resolution; intermediate knowledge of MS Office software; incident management, 1st and 2nd level.
Education
High School Diploma -
Universidad Loyola Del Pacifico
Acapulco De Juárez, Guerrero, Mexico 05.2001 -
Skills
Friendly, positive attitude
Teamwork and collaboration
Problem-solving
Team management
Flexible and adaptable
Data entry
Multitasking
Multitasking Abilities
Dependable and responsible
Calm under pressure
Organization and time management
Verbal communication
Supervision and leadership
Excellent communication
Time management
Achievements
Delivering second-level support with 85% first-contact resolution (FCR) and maintaining a 95% customer satisfaction rate, consistently exceeding regional KPIs.
Proactively monitoring support systems using SCCM, ServiceNow (SNOW), and Azure MDM.
Providing specialized technical support across Windows, Linux, and macOS environments to enhance device uptime and user productivity.
Managing endpoint policies through Google Workspace, Azure Intune, and JAMF Pro, ensuring compliance with security and configuration standards.
JAMF Pro Certified – supporting Apple devices in enterprise environments with expert-level proficiency.
Timeline
Regional IT Local Support
Hilti Mexicana
01.2023 - Current
Support Agent
MENU
11.2021 - 07.2022
Mobility Representative
Metlife
11.2020 - 11.2021
Local Support Agent
Monsanto / Bayer
05.2019 - 07.2020
Local Support Agent
Nissan
12.2018 - 03.2019
Local Support Agent
Lala
05.2018 - 12.2018
Service Desk Analyst
Anheuser-Busch
10.2016 - 04.2018
Customer Service and Local IT Support
Softtek
03.2011 - Current
Service Desk Analyst
Mitel
01.2011 - 09.2016
High School Diploma -
Universidad Loyola Del Pacifico
05.2001 -
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