Timeline
Work History
Overview
Education
Skills
Work Preference
Work Availability
Software
Certification
Hi, I’m

Constelacion Diaz Rodriguez

Service desk
Mexico ,Mexico city
Constelacion  Diaz Rodriguez

Timeline

Assistance virtual

Pet veterinary Lazy Erasmo´s
2023.08 - Current (2 education.years_Label & 2 education.months_Label)

Service Desk Technician

CompuCom
02.2022 - 06.2024

Help Desk and Incident Manager

The National Bank of Foreign Trade
01.2018 - 02.2021

Help Desk Analyst

Secretariat of the Government
01.2015 - 05.2017

Technical Assistant

NATIONAL INSTITUTE FOR THE EDUCATION OF ADULTS
05.2013 - 06.2015

UNAM

GED

Work History

Pet veterinary Lazy Erasmo´s
Los Angeles, CA

Assistance virtual
2023.08 - Current (2 education.years_Label & 2 education.months_Label)

Job overview

  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • I managed incoming phone calls, assisted pet owners and performed clerical duties for the office.
  • Working closely with the office manager, I created invoices for pet owners who had outstanding balances.
    test results and appointment reminders

CompuCom
mexico, mexico city

Service Desk Technician
02.2022 - 06.2024

Job overview

  • Responsible for the attention and monitoring of requirements by telephone/chat with online and remote support to users to solve reports and queries in a timely manner.
    Assisted customers in troubleshooting hardware, software and network related problems.
    Responsible for the attention and monitoring of requirements by telephone/chat with online and remote support to users to solve reports and queries in a timely manner.
    Follow-up to reports that are staggered to a second level (Service now)Software Review
    Configuration and unlocking of users from Active directory
    Systems configuration
    Diagnosing network and telephony problems
    Diagnosing problems in LAN and WAN networks.
    VPN configuration, troubleshooting, and problem detection and resolution
    Avaya One Agent, server configuration, troubleshooting, and problem resolution.
    Domain of Office and operating systems.
    network unit mapping
    account synchronization and one drive configuration
    General configuration in Internet environment (configuration, connection)
    Diagnosing and configuring mail in Microsoft Exchange
    Validation of closings with users and follow-up of report life cycles
    Active directory management
    Raising tickets
    Remote Desk
    Support Experience
    Software Update: Preferences and advanced features.
    Information about your Mac: System profile
    Configuring: Appearance, Dock, Desktop and Screensaver, Exposé, Security and
    International
    Quicktime, Keyboard and Mouse and peripherals
    Experience with supporting people remotely via remote desktop solutions (LogMe In Rescue, Team Viewer)
    Ability to analyze and documents trends in our support and data to asses the priority and impact of issues
    Avaya reset and configuration
    VDI setup and troubleshooting in Vmware and migration to W365

The National Bank of Foreign Trade
Mexico, Mexico City

Help Desk and Incident Manager
01.2018 - 02.2021

Job overview

  • Lead efforts to restore service in a timely manner for business critical functions, application and infrastructure services as part of a 15-member remote team comprised of professionals from multiple countries and different time zones.
    Execute and implement major incident management processes including invocation, ownership, escalation, communication and service restoration.
    Utilized ITIL best practices to support affected business units by managing, directing, coordinating and communicating with multiple technical and non-technical teams including applications, infrastructure, external vendors and business units.
    Established standards and procedures that maximized operational responses to incidents encountered and minimized disruptions to service availability; contributed to a cross-functional team to ensure procedural manuals and incident playbooks were up to date and accurate.
    Prepared documentation and reports for the executive team on a weekly, monthly and quarterly basis using ServiceNow tools and PowerPoint presentations.
    Preparation of post incident review documents and attendance of problem management review meetings to ensure root cause determination; preparation of
    accurate, appropriate and timely communications to internal and external stakeholders.
    Provided timely information to senior management on issues affecting quality of service to customers; facilitated teleconference meetings and weekly staff meetings, coordinating with all time zones to ensure timely communication.
    I specialized with over 30 mission critical applications, working closely with the support, development and change management teams to keep up to date on changes and activities for those applications.
    I led the ITIL process to quickly restore services after all incidents.
    all incidents.
    Determined root cause of incidents, minimizing adverse effects and reducing the likelihood of
    adverse effects and reducing the likelihood of recurrence.
    Prioritize VIP users in emergency Priority 1, follow up from the beginning to the end of the incident.

Secretariat of the Government
Mexico, Mexico City

Help Desk Analyst
01.2015 - 05.2017

Job overview

Responsible for the attention and monitoring of requirements by telephone with online and remote support to users to solve reports and queries in a timely manner.
I worked at the help desk giving support remotely and support on site
•Responsible for the attention and monitoring of requirements by telephone with online and remote support to users to solve reports and queries in a timely manner.
Follow-up to reports that are staggered to a second level
•Software and Hardware Review
•Configuration and unlocking of users
•Systems configuration
Diagnosing network and telephony problems
Diagnosing problems in LAN and WAN networks
Domain of Office and operating systems
General configuration in Internet environment (configuration, connection)
Diagnosing and configuring mail in Microsoft Exchange
Validation of closings with users and follow-up of report life cycles
Active directory management
Raising tickets
Remote Support Experience

NATIONAL INSTITUTE FOR THE EDUCATION OF ADULTS
Mexico, Mexico City

Technical Assistant
05.2013 - 06.2015

Job overview

  • In charge of the computing area, support to the computing area, installation of programs, preventive and corrective maintenance.
    In charge of the computing area, support to the computing area, installation of programs, preventive and corrective maintenance Setting up Mac OS X
    Migration Assistant
    Setup Wizard: Network Preferences, Registration Process, Initial Account,
    .Mac Date and Time.
    Software Update: Preferences and advanced features. Information about your Mac: System profile
    Configuring: Appearance, Dock, Desktop and Screensaver, Exposé, Security and
    International
    Quicktime, Keyboard and Mouse
    User account management
    User account types: Standard, Admin, Guest User account attributes
    Creating user accounts: startup items, parental controls, advanced options Network setup in Mac OS X
    Network system preferences Network Diagnostic Wizard Peripherals
    Understanding the peripheral connection
    Configuring USB, FireWire, Bluetooth peripheral buses.
    Expansion buses: AGP, PCI, PCI-X, PCI Express, PC Card, Express Card 34.
    Storage buses: ATA, SATA, SCSI, Serial Attached SCSI, Fiber Channel Audio and video connectivity: Composite Video, S-Video, VGA, DVI, DVI.DL, HDMI
    Peripheral Device Classes: Human, Storage, Printers, Sanners.
    Driver software for peripherals: Kernel Extensions, Frameworks Plug-ins, applications.
    Peripherals that sync: iSync, iTunes, .Mac. Peripheral troubleshooting
    Specific care with USB devices

Overview

8
years of professional experience

Education

UNAM
Mexico City

GED

Skills

CERTIFICATIONS
  • Service desk, ITIL V3
  • Service Desk Analyst by Service Desk Institute
LANGUAGES

Spanish: First Language

ACCOMPLISHMENTS
  • Certification in Computer Networks and Server Administration by PROET
  • Certification in Technical support by UNAM
  • Windows 2000, 2003 Server (Active Directory, Exchange Server 2003, ISA Server 2006)
LANGUAGES
  • Spanish C2 English B

Work Preference

Work Type

Full Time

Location Preference

RemoteHybrid

Important To Me

Healthcare benefitsWork from home optionWork-life balanceFlexible work hoursPaid sick leavePaid time off
Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

Service now, footprints, Cherwell, office 365, vmware, salesforce, anydesk,teamviewer

Certification

  • Service desk, ITIL V3
  • Service Desk Analyst by Service Desk Institute
ACCOMPLISHMENTS
  • Certification in Computer Networks and Server Administration by PROET
  • Certification in Technical support by UNAM
  • Windows 2000, 2003 Server (Active Directory, Exchange Server 2003, ISA Server 2006)
Constelacion Diaz Rodriguez Service desk