Josué León Montejo

Field Operations Engineer | On-Site Maintenance and Customer Service Specialist
I am a proactive and service-oriented professional with experience providing on-site technical support to internal and external clients. I have proven skills in:

• Meeting SLAs and contracts, ensuring a fast and efficient response through the Service Desk and timely incident management.
• Diagnosing and repairing hardware and software, including preventative maintenance and on-site inspections for new installations.
• Coordinating spare parts logistics and managing technical inventory, acting as a SPOC for the client with clear communication and frequent updates.
• Documenting ITSM platforms (such as SITA Service Hub), recording activities, parts, and times, ensuring traceability and follow-up.
• Effectively escalating complex issues and monitoring local workshop performance metrics.
• Supervising equipment and suppliers, as well as providing collective training and technical support for staff.

I define myself by my analytical skills, organization, and commitment to technical service quality and user satisfaction.

Customer Service Leadership and Management

• Personnel Management and Conflict Resolution
  
• Team supervision and staff management, fostering an environment of collaboration and respect.
  
• Application of conflict resolution techniques aimed at "win-win" solutions, achieving effective agreements and maintaining team harmony.
  
• Implementation of quality processes and standards aligned with the company to ensure consistent service based on continuous improvement.
  
• Staff training to anticipate customer needs, increase satisfaction, and enhance loyalty.
  
• Supervision of passenger check-in and boarding processes.
  
• Ensure proper check-in and boarding control, ensuring regulatory compliance and operational fluidity.
  
• Support the team to improve time and quality at every point of contact with the customer, even in situations of high demand.

• Data analysis, data classification and capture, information queries in SAP systems, and report generation.

• Computer Service Provider
• Providing technical support to users, software installation and configuration, preventive and corrective maintenance of computer equipment, network account configuration, email and messaging, and information management.