Isael Macias Munguia
Tlajomulco De Zuñiga
Summary
I'm an untitled Engineed on Computer Systems with more than 10 years of experience on globally renamed companies, such as IBM Mexico and TCS. All in which I have had the experience of developing bash automations, provided live support to customers and users for major data pipeline and data integration applications. I have worked with multiple platforms to provide support and monitoring such as Service Now, Jira for ticket managenet and applications such as Kibana, ControlM and Azure app Insights for logs and monitoring. My main focus has always been thriving for new challenges as well as self development of my own repository of skills and knowledge. I have teamwork abilities that make me easy to work with as well as the ease to train new members in whatever I excell at.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Support Specialist
EShop World
09.2023 - Current
- Maintain detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Manage high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Collaborate with cross-functional teams to develop and implement effective support strategies.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Reduced downtime by proactively identifying and addressing system vulnerabilities before they impacted users.
- Assisted in deployment of software updates to improve system functionality and user experience.
Datastage Support Specialist
IBM de Mexico
07.2019 - 04.2023
- Monitored systems in operation and quickly troubleshot errors.
- Utilized ticketing systems(Jira and Service Now) to track customer requests and prioritize urgent needs.
- Deployed software and hardware updates and patches to increase speed and performance.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed and implemented preventive maintenance procedures.
- Monitored system performance to identify potential issues.
- Helped streamline repair processes and update procedures for support action consistency.
ELK Support Specialist
TCS Mexico
06.2018 - 07.2019
- I was in charge of maintaining Elastic Search application's availability on 3 environments across 3 linux clusters.
- Worked with Azure app insights to provide log history.
- I created bash automations for common issues that provided automated alerts to the right oncall person and backups.
- Provided live monitoring of the data workflow through a Kibana web tool to provide the accurate and timely solution for any potential or ongoing data issue.
- I was in charge of creating detailed documentation for new implementations for the application.
- Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
Data Integrator and Infrastructure Administrator
TCS Mexico
06.2015 - 06.2018
- Created credentials for user on both IBM Datastage and Informatica applications for development purposes.
- I was in charge of weekly and monthly maintenance cycles for a total of 3 clusters and 4 stand alone servers hosting IBM Datastage and Informatica applications divided across Production, Development and Testing environments.
- Created bash automations for daily tasks.
- Created and managed tickets through Service Now for issues related to both applications mentioned above.
- Provided live level 2 and level 3 support to users using Slack, Skype, email and phone communications.
- Reviewed logs for running processes through Control M application and managed any issues or redirected the issues to the adequate team.
- Managed file systems to keep space available at all times for datasets utilized by IBM Datastage and Informatic applications across multiple linux and AIX servers.
- I trained multiple new members of the team to a professional standard for the daily support and administration.
Juior Developer
Allied Consulting S.A. de C.V.
06.2013 - 05.2015
- Developed web services on C# and SQL Server platforms for Manzanillo’s customs agency to reduce paper works. System called “Sistema Enlace Aduana” (Currently known as I3)
- Reviewed code to validate structures, assess security and verify browser, device and operating system compatibility.
- Developed user-oriented visuals and features using front-end languages to increase site traffic.
System Technical Support
Black Pyramid Casino
06.2012 - 06.2013
- Provided network monitoring, slot machine maintenance, server monitoring (Windows and Linux servers).
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Installed and configured operating systems and applications.
IT Technician
Computers Workshop PSI
01.2012 - 05.2012
- Configured systems according to prescribed software and hardware frameworks.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
Education
No Degree - Computer Systems Engineering
Instituto De Capacitación Y Educación Profesional
Manzanillo, Colima, Mexico 05.2001 -
High School Diploma -
Bachillerato Tecnico #23
Manzanillo, Colima, Mexico 08.2006 - 07.2009
Skills
Knowledge with RedHat
System monitoring
Application support
Technical issues analysis
Customer service expert
Service Now
Control M
Agile
Azure app Insights
SQL
Languages
Spanish
Advanced
English
Upper intermediate
Timeline
Support Specialist
EShop World
09.2023 - Current
Datastage Support Specialist
IBM de Mexico
07.2019 - 04.2023
ELK Support Specialist
TCS Mexico
06.2018 - 07.2019
Data Integrator and Infrastructure Administrator
TCS Mexico
06.2015 - 06.2018
Juior Developer
Allied Consulting S.A. de C.V.
06.2013 - 05.2015
System Technical Support
Black Pyramid Casino
06.2012 - 06.2013
IT Technician
Computers Workshop PSI
01.2012 - 05.2012
High School Diploma -
Bachillerato Tecnico #23
08.2006 - 07.2009
No Degree - Computer Systems Engineering
Instituto De Capacitación Y Educación Profesional
05.2001 -
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