David Pérez Sánchez
Mexico City
Summary
Results-driven professional with over 13 years of experience in technical support roles, specializing in high-end technology solutions. Proficient in diagnosing and resolving hardware, software, and network issues, with a focus on minimizing downtime and maximizing productivity. Strong leadership and collaboration skills, with a demonstrated ability to lead cross-functional teams and foster a culture of continuous improvement.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Desk Supervisor
Ball Corporation
03.2023 - 03.2024
- Developed and executed targeted training programs, resulting in overall score of 78% first call resolution for 2023 and 80% so far for 2024.
- Collaborate with cross-functional teams to streamline communication and resolve complex technical issues.
- Collaborated with Business Excellence team on biweekly meetings to go over processes used in OPS to find waste and create quick wins in our service desk processes using lean six sigma methodology.
- Leveraged ITIL best practices in daily operations to align service desk processes with organizational goals.
Technical Support Manager
Compucom - Innovapost
03.2022 - 03.2023
- Designed and implemented continuous improvement training initiatives to enhance technical proficiency.
- Created continuous improvement plans focused on KPI´s improvement.
- Fostered continuous improvement environment through active solicitation of feedback from both customers and internal staff members.
- Achieved balanced workload distribution that led to 30% improvement in response times and enhanced user satisfaction by creating strategic alliance with Workforce Management team to optimize staff scheduling.
Service Desk Analyst L2
Compucom - General Electric / Suez
10.2017 - 03.2022
- Consistently met or exceeded Service Level Agreement (SLA) targets with average response time of under 35 minutes and resolution time of under 25 minutes, ensuring timely support and system availability.
- Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
- Provide technical support and guidance to end-users and IT staff on Active Directory-related issues and tasks
- Troubleshooting of MS office app errors e.g., outlook profile fixes, send and receive errors, and reinstallation.
- Real Time Queue Management
- Achieved first call resolution rate of 80%, resolving technical issues without need for escalation, thereby minimizing downtime and increasing user productivity
Service Desk Analyst
Compucom - General Electric
01.2013 - 10.2017
- Provided technical support to end-users, resolving over 600 hardware, software, VPN and outlook issues per month.
- Delivered exceptional customer service, achieving satisfaction rating of 90% from end-users.
- Collaborated with cross-functional teams to update our knowledge base system, resulting in 50% reduction in outdated articles.
- Conducted training sessions for new hires on IT processes and best practices.
- Provide technical support to users with network or personal printer setup from start.
- SME for ServiceNow, assist other L1s with questions on how to perform query, check backlog, show them how to use it in general.
- Supported and administered Active Directory accounts, managing user access and permissions.
Senior Technical Analyst
Telvista - AT&T Uverse
01.2012 - 12.2012
- Provide expert technical support to high-end clients, diagnosing and resolving complex hardware, software, and network issues.
- Serve as subject matter expert on Mobile Iron, providing guidance and assistance to team members and users.
- Mentor junior technical support analysts, providing training and guidance to enhance their skills and performance.
- Collaborate with cross-functional teams to develop and implement innovative solutions to improve efficiency and customer satisfaction.
- Delivered training sessions to new hires, resulting in 30% decrease in onboarding time.
Customer Service Representative
Telvista - Western Union
03.2010 - 01.2012
- Demonstrate expert knowledge of company products, services, and brand to provide tailored recommendations and assistance.
- Achieving customer satisfaction rating of 85% from end-users by promptly address customers concerns.
- Maintain accurate records of customer interactions and transactions, utilizing CRM systems and other tools effectively
- Stay up to date on industry trends, market developments, and competitor activities to better serve customers and drive business growth
Technical Support Analyst
Telvista - Verizon
11.2008 - 03.2010
- Resolved complex technical issues for clients, VPN, and Outlook issues.
- Assist with user account management, password resets, and system access requests.
- Provide Technical support to more than 400 users per month.
- Provided remote technical support to end-users, troubleshooting hardware and software issues.
- Provide assistance router configurations such as Port Forwarding, NAT and setting gaming port numbers.
Education
High School Diploma -
Instituto Technologico Rosevelt
Mexico City, MexicoSkills
- Time Management
- Problem-solving
- ITIL Knowledge
- Incident Management
- Customer Service
- Training and mentoring
- Communication
- Troubleshooting Abilities
- Teamwork and Collaboration
Certification
- Lean Six Sigma Leader, Ball Corporation - 9 Hours
- Lead Your Ship, Compucom - 2 Months
- Train the Trainer, Compucom - 24 Hours
- Leadership Program, Telvista - 1 Month
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Service Desk Supervisor
Ball Corporation
03.2023 - 03.2024
Technical Support Manager
Compucom - Innovapost
03.2022 - 03.2023
Service Desk Analyst L2
Compucom - General Electric / Suez
10.2017 - 03.2022
Service Desk Analyst
Compucom - General Electric
01.2013 - 10.2017
Senior Technical Analyst
Telvista - AT&T Uverse
01.2012 - 12.2012
Customer Service Representative
Telvista - Western Union
03.2010 - 01.2012
Technical Support Analyst
Telvista - Verizon
11.2008 - 03.2010
High School Diploma -
Instituto Technologico Rosevelt
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