José de Jesús Rodríguez Villarreal
IT Incident Manager
Aguascalientes
Summary
Knowledgeable Incident Manager drives effective problem solving and decision-making. Enthusiastic professional with background in analytics, troubleshooting and leading effective resolution teams.
Overview
7
7
years of professional experience
2
2
Languages
Work History
IT Incident Manager
PartsBase, Inc.
Boca Raton
03.2024 - Current
- Coordinated with external vendors to resolve incidents involving third-party systems, ensuring minimal impact on business operations.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies
- Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
- Optimized resource allocation during major incidents through effective prioritization and delegation techniques.
- Played a key role in maintaining business continuity during high-impact incidents by quickly identifying root causes and implementing effective recovery strategies.
Heldesk Leader
PartsBase Inc.
Boca Raton
03.2020 - 02.2024
- Helpdesk lead responsibilities including incident management for all the company’s applications, follow up of escalations or pending requests, Team management, Performance management
- Review of hours
- Knowledge base and SOP updates
- Active participant in management
Bilingual helpdesk agent
FRONTRUNNER TECHNOLOGIES SA DE CV
08.2017 - 02.2020
- Level 1 & 2 helpdesk experience, Interpretation of SQL language and database processes
- Escalation of incidents and moderate to advanced troubleshooting of applications
- Involvement in release process and incident escalations
- Follow up on fixes, bugs and escalations
- Ticket handling and coordination in accordance to ITIL Process
- Back up for active Helpdesk Leader.
Education
Business Marketing - undefined
Universidad Tecnológica de Aguascalientes
01.2011 - undefined
High School Diploma - undefined
Edwardsburg High School
07.2008 - undefined
Skills
ITIL orientedundefined
Websites
Timeline
IT Incident Manager
PartsBase, Inc.
03.2024 - Current
Heldesk Leader
PartsBase Inc.
03.2020 - 02.2024
Bilingual helpdesk agent
FRONTRUNNER TECHNOLOGIES SA DE CV
08.2017 - 02.2020
Business Marketing - undefined
Universidad Tecnológica de Aguascalientes
01.2011 - undefined
High School Diploma - undefined
Edwardsburg High School
07.2008 - undefined
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