Joaquín Reséndiz
IT Service Desk Manager | IT Operations Manager | End-User Computing Manager
Mexico City
Summary
With 25 years of experience in the sector of the Information technology. Work providing support and advice to the users of compute resources in different companies and coordinating projects for implementation of systems, logistics companies and telecommunications in several projects related to the administration of services of IT; I get the certifications of ITIL Foundation and PRINCE2 both accredited by the OGC, tools that you used in the implementation of solutions to customers in Deutsche Post DHL Mexico with headquarters in Germany, Bancomext, Cablemas who is the second largest operator of cable television in Mexico and belonging to the group of companies of Televisa.
Overview
33
33
years of professional experience
12
12
years of post-secondary education
3
3
Certifications
Work History
Senior IT Service Desk Manager
Wipro Technologies
Mexico City, Mexico
12.2014 - Current
- Company Overview: IT Services
- Oversee timely delivery of quality technical support service to clients, whether they are internal clients working for the same company or external clients who have contracted technical support service
- Knowledge of the software or hardware systems being supported and effective personnel management skills
- Responsible for supporting windows-based software systems with a networking component
- Work using based in the best practices of ITSM and the type of hardware or software that they will support
- Complete both technical support and supervisory duties
- Common technical support duties include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware and installing new software on clients' machines
- Duties may include determining personnel requirements, setting schedules and insuring that those under their direction have adequate resources to complete their jobs
- IT Services
- Top Skills: Service Desk Help Desk, Helpdesk, IT Desk, IT Support, Service Management, ITIL, Desktop, Desktops, Desktop Management, Technical Support
- Key Responsibilities & Skills: Responsible for the operational service relationship with key customers, ensuring (on a daily basis) that provision of IT services and support (e.g
- Incident and request management) meet the customer's needs and expectations, managing the current Helpdesk and combining 1st and 2nd line technical support, ensuring quality, customer focused service to the business, organise, and manage customer services staff in the delivery of an effective customer service desk, Service Management and ITIL knowledge, knowledge of Microsoft SCCM and VMWare Technologies, ITIL Certification based best practices
Information Security Compliance Lead
Wipro Technologies
12.2016 - 03.2018
- Company Overview: IT Services
- Serve as the focal point for security compliance related activities and responsibilities to the overall security program, for ensuring that the trainings programs are conducted to enhance the general security awareness
- Play as a resource regarding matters of information security and reports the status of ongoing information security activities to the designated person
- IT Services
- Responsibilities: Promote the adoption and enforcement of Information Security policies, apply Procedures and standards to conduct and complete regulations and reports, ensure the appropriate security measures and mechanisms to guard against unauthorized access to electronically stored and/or transmitted customer data and protect against reasonably anticipated threats and hazards, oversee and/or assist in performing on-going security monitoring of organization information, assess information security risk periodically, ensure compliance through adequate training programs and periodic security audits
Senior (NOC) Network Operation Centre Administrator - Helpdesk
Promo Espacio Digital Signage
04.2014 - 11.2014
- Provide remote support TIER 1 and TIER2 users in general in areas of Promo Espacio technology and its customers, follow-up to failure of the system, connectivity equipment, digital player, screens and commercial spots, support for standard Windows desktop applications and the applications developed or implemented under the defined SLA
- Be the second level of support for the resolution of problems of hardware/software for PCs and digital signaling equipment
- Objectives of the work of the NOC team management
- Research, plan, design, integrate and evaluate hardware of telecommunications and computers on the network of monitoring, and the Promo space system digital signage networks, including the system mainframe, LAN and WAN, wireless networks, intranet, Internet networks and other data communications systems
Head of Ceneval Online Services Unit
CENEVAL Centro Nacional de Evaluación para la Educación Superior
09.2012 - 12.2013
- Manage the process registration by which candidates of education institutes who will take a Ceneval exam provide their identification data, answer the background questionnaire, and obtain their admission pass by Center's platform
- Ceneval Online Services provide the necessary support before, during and after your application to resolve any questions that may arise
- Close communication and training to institutional executive (EI)
- Technical Manager for In the online exam modality, in charge of providing support at the headquarters so that the technological infrastructure and computer systems function properly, before, during and at the end of the application
- Lead Support Team In the Exam from Home modality, provide assistance to the examinees, both in the practice exam and in the real exam, regarding technological incidents, and resolve their doubts about the application process through a telephone line enabled by the institution
- Admin for: Monitoring of online registration - internet, detailed report of applicants, response by executive by location, correction of online registration data
IT Manager Service Desk; Administrator of ITIL Processes
Bancomext – Banco Nacional de Comercio Exterior S.N.C
02.2011 - 07.2012
- Design, development, implementation and improvement of processes under ITIL
- Incident management, CMDB, change management configuration management
- Responsible for the definition of the development of the life cycle of the Service Desk service
- Improvement of ITIL processes for all those processes that are required to run within the Bank for the administration and operation of the IT infrastructure, in such a way that is has an optimum delivery of services to the customers under a scheme of reasonable cost with business strategies
- Documentation of processes of the Governance Model of ICT COBIT, Assessment management and transition of the Service under the guiding framework MAAGTIC
Head of Corporate Tech Support
Servicios Administrativos Cablemás, S.A. de C.V.
03.2007 - 01.2011
- Coordination and provide technical support services provided by IT, the users and the different areas of the company, design processes aligned to the needs of the organization within the best practices for the management of the support
- As well as the implementation of technological projects and ensure a high level of quality in the service of users
- Compliance with the agreed SLA with the users of IT services
- Development of documentation of policies and procedures in the area of technical support
- Reporting of monthly and quarterly service metrics
- Apply the controls in the processes defined for COBIT, in the administration of security, change controls, Incident Management, Project Management
- Achievement: Selection and definition of equipment standards of Personal computer and its configuration, creation of various procedures and policies for Service Desk operations support, implementation of HP OpenView ServiceCenter Software application, participation in the conversion of 3,200 PCs from Windows XP to Windows 7, implementation of printing services Corporate achieving savings of $60,000 per year, mobile services for BES Blackberry Services operational users, project management in time, in quality and in the defined budget, participation in the implementation of ITIL in the following processes Cablemas: Incident Management, Change Management, Configuration Management - definition and maintenance CMDB
Leader of Project of Infrastructure Systems and Telecommunications; Infrastructure Project Manager
DHL Express México, S.A. de C.V.- Deutsche Post DHL
02.1994 - 03.2007
- Management of infrastructure projects for retail for DHL in nationwide business units offer communication services data binding RPV PEX, MPLS connectivity, equipment, computer and peripherals, always trying to align business objectives with IT solutions
- Objective: Integrated product - service, price, service, promotion, and distribution of sales channels, expand the DHL service and increase revenue, standardize the new image of DHL in all stores, implement 75 new business units, 35 renewals, implement 98 sales channels with its strategic alliances with Office Depot and Pakmail
- Technical support with technology systems to customers of DHL
- Supervision of the operation of the POS system
- Ensure the continuity of service is configured for BCP redundancy schemes
- To work and contribute to the functions of ITIL change, capacity and availability, CMDB change control management
- Ensure the appropriate level of documentation that is created, the availability and maintenance of the entire environment
- Make sure that the background information are appropriate and maintain its integrity
- Telecommunications Specialist: Support and monitoring of the transmission of the data LAN network and WAN (Protocol TCP/IP) of each of the offices in the interior of the Republic, DHL and stores Retail facilities, support site for Microsoft Office desktop applications, operating systems, Windows XP, Vista, Windows 2003 Server, some activities and Job Responsibility of the position are: Response to incidents escalated by DHL customers, support to VIPs from DHL for the connection and transmission of shipment information; Telmex, Mary Kay, Avon, Flextronics, Banamex
- Achievement: Support with remote access secure network via PC AnyWhere to OfficeDepot, Pakmail alliances, support to Courier DHL mobile services operation
System Administrator
Eastman Kodak Company de México, S.A. de C.V.
01.1992 - 02.1994
- Management and operation of the system and SM-200 KVIDS EDICON SM-100, operation and training system for the processing of driver's license issuance, capture, support and database control
- Record of failures in the systems of production
- Resolve technical problems of the systems
Education
Computer Systems Engineering -
Technological Institute of Aguascalientes [ITA-AGS]
05.2001 - 01.2013
Bachelor of Technical Professional - Computer Science
National College of Technical Vocational Education 1 186 CLAVE TLALPAN
High School - undefined
E.N.P. High School, # 5 José Vasconcelos - UNAM
Skills
- Service Desk Help Desk
- Helpdesk
- IT Desk
- IT Support
- Service Management
- ITIL
- Desktop
- Desktops
- Desktop Management
- Technical Support
- Azure AD
- Microsoft Entra
- MFA configure and reset by Microsoft Admin Center
- Remote Support Bomgar
- Microsoft Admin Center O365
- Microsoft Intune
- Servicenow Washington Ver
- Avaya Worskspace 3811
- Adobe Enterprise Dashboard
- Bomgarcloud
- Active Directory
- System Center Configuration Manager
- Troubleshooting and Maintaining Windows Vista Computers
- Managing a Microsoft Windows 2003 Network Environment
- Installing and Configuring the Windows Vista Operating System
- Project Management
- Administering Microsoft Windows NT Server 40
- Supporting Microsoft Windows NT Server 40 Enterprise Technologies
- Microsoft Office XP
- Microsoft Excel Avanzado
- Microsoft Visio
- Microsoft Project 2002 Professional
- Fundamentals of Data Communication
- Protocols of Communication
- System Administration for Microsoft SQL Server 70
- Interconnecting Cisco Network Devices
Certification
ITIL
Personal Information
Date of Birth: 05/01/69
Certifications And Courses
- Language Courses, Inglés – Interlingua, Inglés - Berlitz School, Getting Around, Inglés – Anglo-American
- Certifications, ITIL- Foundation Certificate in IT Service Management v2, EXIN Examination Institute for Information Science, 2306040-8866, Bridge ITIL v3 Quantum Certification, 218691-5492, PRINCE2 Foundation Examination, APM GROUP- OGC, P2R/165840
- Specialization Courses and Skills, Azure AD, Microsoft Entra, MFA configure and reset by Microsoft Admin Center, Remote Support Bomgar, Implementation of the governance framework course MAAGTIC – NYC 2011, Microsoft Admin Center O365, Microsoft Intune, Servicenow Washington Ver, Avaya Worskspace 3.8.1.1., Adobe Enterprise Dashboard, Bomgarcloud, Active Directory, Seminar of Introduction ITIL V3 - Inteli 2008, System Center Configuration Manager - Aster 2007, Troubleshooting and Maintaining Windows Vista Computers - CompuEducación 2009, Managing a Microsoft Windows 2003 Network Environment - Aster 2009, Installing and Configuring the Windows Vista Operating System - CompuEducación 2009, Project Management - American Management Association 2009, Seminar Training Program for instructors in Training - Capinte 1994, Administering Microsoft Windows NT Server 4.0 – Staff Informático 2000, Supporting Microsoft Windows NT Server 4.0 Enterprise Technologies - Global Knowledge Network 2000, Microsoft Office XP Microsoft Excel Avanzado - Aster 2002, Microsoft Visio 2002 – Aster 2002, Microsoft Project 2002 Professional - Aster 2004, Fundamentals of Data Communication – Centec 2000, Protocols of Communication: TCP/IP1: Introduction to Internet; TCP/IP2: TCP and UDP; TCP/IP; Protocols of Application and Monitoring System, Administration for Microsoft SQL Server 7.0 - Aster 2000, Interconnecting Cisco Network Devices – CENTEC 2000
Timeline
Information Security Compliance Lead
Wipro Technologies
12.2016 - 03.2018
Senior IT Service Desk Manager
Wipro Technologies
12.2014 - Current
Senior (NOC) Network Operation Centre Administrator - Helpdesk
Promo Espacio Digital Signage
04.2014 - 11.2014
Head of Ceneval Online Services Unit
CENEVAL Centro Nacional de Evaluación para la Educación Superior
09.2012 - 12.2013
IT Manager Service Desk; Administrator of ITIL Processes
Bancomext – Banco Nacional de Comercio Exterior S.N.C
02.2011 - 07.2012
Head of Corporate Tech Support
Servicios Administrativos Cablemás, S.A. de C.V.
03.2007 - 01.2011
Computer Systems Engineering -
Technological Institute of Aguascalientes [ITA-AGS]
05.2001 - 01.2013
Leader of Project of Infrastructure Systems and Telecommunications; Infrastructure Project Manager
DHL Express México, S.A. de C.V.- Deutsche Post DHL
02.1994 - 03.2007
System Administrator
Eastman Kodak Company de México, S.A. de C.V.
01.1992 - 02.1994
Bachelor of Technical Professional - Computer Science
National College of Technical Vocational Education 1 186 CLAVE TLALPAN
High School - undefined
E.N.P. High School, # 5 José Vasconcelos - UNAM
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