ServiceNow
Edgardo A. Mora Quintero
Computer Science Bachelor's Degree
San Luis Potosí City
Summary
Experienced and knowledgeable Information Technology Professional. Resourceful Specialist offering expertise in the IT environment, problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
11
11
years of professional experience
3
3
Languages
Work History
Sr IT Project Mgmt Specialist
Honeywell, Inc
10.2023 - Current
- Implemented risk mitigation strategies to minimize potential issues impacting project deadlines or budgets.
- Managed cross-functional teams to ensure efficient allocation of resources and successful project completion acting as a Service Owner throughout from start to close out phases
- Facilitated communication among team members to solve complex technical challenges efficiently and effectively.
- Interacted with customers, IT personnel, IT and Business Management in providing IT support and Project Support.
- Coordinated with technical teams, suppliers/partners whilst working and briefing business stakeholders.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks, and deploy the solutions in full scope and ensure full adoption.
- Developed and implemented strategic IT solutions, including schedule, cost, and resource requirements to meet business objectives.
- Optimized internal processes through regular review meetings with team members identifying improvement areas and potential Automated solutions.
- Spotted improvement areas by identifying bottlenecks and optimizing the development process.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Provided a high level of oversight and performance of moderate to complex customer support, troubleshooting activities, project work and training for various Information Technology (IT) services.
IT Service Desk Leader
Honeywell, Inc
01.2016 - 10.2023
- Championed and led adoption of IT service management best practices to drive process improvements and increase overall Service Desk effectiveness, acting as focal for all ITSM processes
- Leveraged ITIL best practices in daily operations to align service desk processes with organizational goals.
- Implemented robust incident management process for effective tracking, escalation, and resolution of service-related issues.
- Established and monitored clear performance metrics for continuous Service improvement, adhered to service level agreements (SLAs) / KPIs.
- Collaborated with cross-functional IT teams and businesses to address complex technical challenges and improve overall service quality.
- Improved service desk efficiency by streamlining processes and implementing Automated Solutions.
- Analyzed regular audits of incident tickets to identify recurring issues warranting root cause analysis.
- Managed vendor relationships to ensure high class quality service for our customer.
- Developed internal IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
- Developed high-performing team by providing coaching, mentoring, and regular performance feedback.
- Implemented strategies to increase customer experience and service satisfaction ratings based on customer feedback and employee performance.
- Monitored escalation procedures ensuring relevant incidents are quickly escalated in line with procedures.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
- Participated in projects, demonstrating ability to work collaboratively and effectively with Internal IT Support Teams.
- Acted as Escalation point of contact for Service Desk.
IT Service Desk Supervisor
KstaRHs Inc
01.2013 - 01.2016
- Guaranteed consistent delivery of high-quality support services through regular monitoring of KPIs and SLAs adherence.
- Ensured technical assistance and support for incoming queries and issues related to computer systems, software, and hardware was properly given.
- Conducted regular performance reviews for staff development, setting individual goals aligned with department objectives and providing constructive feedback on areas needing improvement.
- Trained, mentored, and supervised a team of service desk technicians for optimal performance and productivity.
- Promoted customer-centric approach among team members, emphasizing empathy, active listening, and effective problem-solving skills in all interactions with users.
- Measured the impact and urgency for every issue/request and acted accordingly.
- Performed the role of ACD/IVR Administrator for Service Desk Telephony system.
- Installed, configured, and maintained computer systems for equipment assigned to outsourced employees.
- Generated reports to track performance and analyze trends.
- Managed escalations effectively, resolving complex technical issues promptly and professionally.
- Reduced average call wait times through effective scheduling adjustments based on historical data analysis.
- Researched and identified knowledge gaps while operating with support tools and technologies.
- Introduced automation tools to streamline repetitive tasks, increasing efficiency across the service desk operations.
Education
Bachelor of Science - Computer And Information Sciences
Instituto Tecnológico De San Luis Potosí
San Luis Potosí City, San Luis Potosí, Mexico 05.2001 -
Associate of Science - Training On Internet Technologies / Soft Skills
Instituto Tecnológico De San Luis Potosí
San Luis Potosí City, San Luis Potosí, Mexico 05.2001 -
Leadership Development Program
Honeywell
San Luis Potosí City, San Luis Potosí, Mexico2022
ITIL V3 Foundation
Coursera
2017
Six Sigma Green Belt
Lean Six Sigma
San Luis Potosí City, San Luis Potosí, Mexico2016
Skills
Expert Problem Solving
Process Improvement
Adaptability and Flexibility
Emergency Response
Analytical Skills
Effective Communication
Attention to Detail
Technical communication
Problem-solving abilities
Management collaboration
Customer Service
Software
Remedy
Microsoft Office
Windows
Active Directory
BT Cloud
Mac OS
Timeline
Sr IT Project Mgmt Specialist
Honeywell, Inc
10.2023 - Current
IT Service Desk Leader
Honeywell, Inc
01.2016 - 10.2023
IT Service Desk Supervisor
KstaRHs Inc
01.2013 - 01.2016
Bachelor of Science - Computer And Information Sciences
Instituto Tecnológico De San Luis Potosí
05.2001 -
Associate of Science - Training On Internet Technologies / Soft Skills
Instituto Tecnológico De San Luis Potosí
05.2001 -
Leadership Development Program
Honeywell
ITIL V3 Foundation
Coursera
Six Sigma Green Belt
Lean Six Sigma