José Ernesto Sánchez De Gyves
Customer Technical Services Analyst
México, City
Summary
Motivated and personable business professional with a proven ability to quickly grasp new technologies and solutions. Adaptable and versatile, adept at participating in technical discussions across all levels of an organization. Self-driven and excelling in collaborative team settings, requiring minimal supervision to achieve results. Skilled in advanced English and proficient in basic Portuguese, with a strong background in creating reports and delivering presentations customized for senior executives.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Customer Digital Technical Services Analyst
Mastercard
Mexico
01.2025 - Current
- Provide end-to-end technical support for digital wallets including Apple Pay, Google Pay, and Samsung Pay—ensuring seamless token provisioning and lifecycle management through the Mastercard Digital Enablement Service (MDES).
- Analyze failed token provisioning attempts using Splunk logs and correlation IDs, identifying root causes such as issuer certificate mismatches, wallet-side misconfigurations, or encryption errors.
- Investigate declined token-based transactions by validating cryptographic elements (ATC, DCVV, UCAF), token statuses, and wallet behavior to determine if the failure originated from the wallet, Mastercard, or the issuer.
- Act as an escalation point for high-impact and repeated transaction failures, delivering detailed root-cause analysis and recommended solutions for issuers and digital partners.
- Review token event history and response flags across APIs to validate provisioning flows and fraud-triggered deactivations.
- Collaborate with internal product, fraud, and security teams to address incidents involving invalid cryptograms, revoked tokens, or lifecycle inconsistencies, ensuring rapid case closure.
- Developed internal best practices and technical playbooks for resolving token lifecycle events—reducing investigation time by 30% and improving accuracy in root-cause identification.
- Routinely support Mastercard’s top digital issuers in Brazil, ensuring full traceability of token events and guiding them through production and post-deployment analysis.
- Earned 1 rank in case resolution performance, exceeding SLA targets with minimal onboarding time and consistently handling the region’s most complex provisioning scenarios.
Customer Technical Services Analyst
Mastercard
Mexico
07.2022 - 01.2025
- Lead and oversee specialized teams managing key Mastercard programs such as authorization, clearing, billing, fraud, and settlement, ensuring fast and effective technical support and operational continuity.
- Resolve high-impact escalations from clients and account managers, having successfully closed over 100 complex cases, consistently meeting internal SLAs and achieving a customer satisfaction rate above 95%.
- Implement and track detailed KPIs and operational metrics to assess team performance, driving a 20%+ improvement in resolution time through data-driven process enhancements.
- Deliver targeted trainings through Mastercard Academy to issuer clients, focusing on common operational errors, penalty prevention, and full understanding of Mastercard services to improve compliance and reduce incident recurrence.
- Provide ongoing support to top-tier issuers in Brazil and Latin America, offering region-specific technical guidance and aligning Mastercard’s global services with local needs.
- Recognized for exceptional performance by ranking #1 in case resolution among peers, despite minimal initial training, and frequently assigned to handle the region’s most sensitive and technical customer issues.
Foster a strong customer-first culture within the team by emphasizing proactive communication, root-cause analysis, and solution-oriented engagement across all client interactions.
Managed Services – Data Center Customer Experience
Axity/Banco de México Banxico
Mexico
12.2018 - 07.2022
- Executed over 50 proactive redundancy tests for Tier 1 and Tier 2 financial institutions in Mexico, contributing to increased network resilience and compliance with regulatory standards.
- Led change control processes for routing and switching configurations across critical financial infrastructure, reducing post-change incidents by 30% through meticulous validation and documentation.
- Managed high-impact requests for modifications or cancellations of financial institution sites, ensuring service continuity and meeting 100% of client-imposed deadlines.
- Monitored and analyzed monthly incident reports from national service providers, identifying patterns and recurring faults to inform preventive actions.
- Prepared infrastructure status reports and operational overviews for senior management and regulatory review, streamlining decision-making and supporting audit readiness across all supported entities.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Managed Services – Data Center Customer Experience Cisco Adoption Data Center
Axity/Cisco/IZZI
Mexico
11.2017 - 12.2018
- Developed strong working relationships with enterprise clients by taking ownership of technical tasks and ensuring alignment with business goals in Cisco data center environments.
- Embedded within clients' day-to-day network operations to provide ongoing technical guidance, ensuring system reliability and performance continuity.
- Performed and validated over 30 ASR equipment upgrade simulations in test environments prior to execution in live production, helping reduce deployment errors by 95%.
- Supported the adoption of Cisco infrastructure solutions by identifying operational improvement areas and helping clients integrate advanced routing and switching capabilities into their existing environments.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Managed Services – Data Center FE Service Customer Hyperflex/UCS Data Center
Axity
Mexico
03.2016 - 11.2017
- Provided lifecycle feedback and operational insights to Cisco Hyperflex and UCS product teams, helping shape roadmap improvements based on client deployment experiences.
- Consolidated and implemented end-to-end strategies for Hyperflex and UCS adoption in new business opportunities, contributing to a 40% increase in solution uptake across assigned accounts.
- Drove the successful adoption of Cisco hyperconverged solutions by showcasing performance gains and cost-efficiency to key stakeholders in enterprise IT teams.
- Led an ongoing training program on hyperconverged environments, enabling IT teams from 5+ enterprise clients to independently operate and manage Hyperflex clusters.
- Oversaw the configuration, deployment, and maintenance of over 20 UCS blades and Hyperflex nodes, optimizing virtual machine density and achieving 30% resource utilization improvement.
- Delivered infrastructure solutions to major clients including Invex, AT&T, IZZI, Nissan, and Universidad Iberoamericana, customizing deployments based on their workload and storage profiles.
- Reduced incident recurrence in UCS environments by 25%, implementing proactive firmware and cluster health monitoring protocols.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Managed Services – Data Center FE Help Desk Manager
Getronics Mexico / Axity
Mexico
07.2015 - 03.2016
- Coordinate the daily activities of the service desk staff. Manage support coverage calendars (After Hours).
- Document and maintain up-to-date Service Desk Analyst training material.
- Ensure that all Service Desk analysts have the access and tools that they need.
- Management of the Service Desk area, coordinating the tasks to be performed by the technical support team.
- Lead the Service Desk (Help Desk) area in order to ensure the service and technical support to the entire organization, with the fulfillment of the established service levels (Tier 1 to 4).
- Oversight of all incidents and requests for service, strictly following the processes designated for the attention of these events, reporting progress and resolution to owners of processes, applicants and parties involved.
- Responsible for the administration tasks of the systems, as well as the preventive and corrective maintenance tasks on the IT infrastructure.
- Supervision and coordination of personnel.
- Supervision of operation procedures, protocols and policies. Assistance to contingencies.
- Assistance to end users, NOC and SOC.
Managed Services – Consultant System Engineer Help Desk
Getronics Mexico / Axity
Mexico
08.2013 - 07.2015
- Tier 2-3 Desktop Support specialist, experience in solve issues in technologies such as: Microsoft: Active Directory, System Center, OUTLOOK Exchange, Cluster configuration, Basic Tshoot for windows servers.
- Unified Communication and Physical Security: CPAM, ICPAM, WEBEX, teleconferencing, VSOM.
- IT: Spectrum, scom, Networker.
- Physical server and Virtualization: UCS (blade and Chassis), VM´s with Vmware, vSphere.
- Security: Cisco ASA, Checkpoint, basic concepts of servers corticated, Data Loss prevention, Symantec antivirus.
- Storage: Share Folders, Vblock.
- Improved organizational efficiency, overhauling outdated operational procedures with innovative, tech-driven solutions.
- Increased client satisfaction by developing comprehensive consulting strategies tailored to each business's unique challenges and objectives.
Channel Enablement – Consultant System Engineer Partner Enablement
Cisco systems
Mexico
07.2010 - 06.2013
- Responsible for Partner Enablement and Readiness strategy and execution for Latin America including 7K+ active partners. Consolidated multiple trainings into branded initiatives, exported best practices and eliminated effort duplication.
- Drove cultural change, transforming a highly fragmented enablement structure into a governed, functional and centralized model to ensure alignment and drive simplicity.
- Focused in evolving Partners from box to solution sellers targeting customer business outcomes.
- Drove efforts to increase partner profitability by increasing knowledge and adoption of Cisco’s programs and promotions.
- Increased ease of doing business with Cisco, providing enablement predictability, visibility and results - internally and externally. Orchestrated, over fiscal year 2016, 30K+ unique partners thru Cisco direct training.
- Focused in evolving Partners from box to solution sellers targeting customer business outcomes.
- Drove efforts to increase partner profitability by increasing knowledge and adoption of Cisco’s programs and promotions.
Education
Gestion de proyectos de Google -
Cursera
Mexico 02.2023 - 06.2023
NDG Linux Essentials -
Cisco Networking Academy
Mexico 02.2022 - 11.2022
Devnet Associate Certification - ACI workshop
Cisco Systems
Mexico 06.2020 - 07.2022
Python I -
Cisco Systems
Mexico 02.2021 - 07.2021
PCAP: Programming Essentials in Python -
Cisco Networking Academy
Mexico 06.2020 - 11.2020
Implementing Cisco Hyperflex -
Cisco Learning Networking Space
Mexico 03.2016 - 10.2016
Designing Cisco Data Center Infrastructure (DCID) v7.0 -
Cisco Academy
Mexico 02.2013 - 11.2014
Skills
Microsoft Office
MDES
Analytical software
Customer Support
Splunk (log analysis)
Toad for Oracle (SQL queries and data tracing)
Cisco Routing & Switching (CCNA Certified)
Digital Wallet Support (Apple Pay, Google Pay, Samsung Pay)
Transaction Decline Analysis (ISO 8583, DE Fields)
Wallet Integration Troubleshooting
Git & GitHub (version control & documentation)
Microsoft Excel (advanced formulas, pivot tables)
SLA Compliance & Ticket Management
Incident & Escalation Resolution
Root-Cause Analysis & Troubleshooting
Certification
CCNA R&A, Cisco, CSCO12993024
Certifications
- Certification CCNA R&A - Cisco ID CSCO12993024
- Certification CCNA Data Center 200-150 - Cisco ID 245818183
- Certification DCACI Implementing Cisco Application Centric Infrastructure - Cisco IDCSCO12993024
Timeline
Customer Digital Technical Services Analyst
Mastercard
01.2025 - Current
Gestion de proyectos de Google -
Cursera
02.2023 - 06.2023
Customer Technical Services Analyst
Mastercard
07.2022 - 01.2025
NDG Linux Essentials -
Cisco Networking Academy
02.2022 - 11.2022
Python I -
Cisco Systems
02.2021 - 07.2021
Devnet Associate Certification - ACI workshop
Cisco Systems
06.2020 - 07.2022
PCAP: Programming Essentials in Python -
Cisco Networking Academy
06.2020 - 11.2020
Managed Services – Data Center Customer Experience
Axity/Banco de México Banxico
12.2018 - 07.2022
Managed Services – Data Center Customer Experience Cisco Adoption Data Center
Axity/Cisco/IZZI
11.2017 - 12.2018
Implementing Cisco Hyperflex -
Cisco Learning Networking Space
03.2016 - 10.2016
Managed Services – Data Center FE Service Customer Hyperflex/UCS Data Center
Axity
03.2016 - 11.2017
Managed Services – Data Center FE Help Desk Manager
Getronics Mexico / Axity
07.2015 - 03.2016
Managed Services – Consultant System Engineer Help Desk
Getronics Mexico / Axity
08.2013 - 07.2015
Designing Cisco Data Center Infrastructure (DCID) v7.0 -
Cisco Academy
02.2013 - 11.2014
Channel Enablement – Consultant System Engineer Partner Enablement
Cisco systems
07.2010 - 06.2013