Juan Pablo David Lerma
Workplace Engineering Track Associate / G2
San Pedro Garza Garcia
Summary
Computer Technology Engineer passionate about mobile app development, security, and video games. Experienced in technical and application support, with strong leadership and decision-making skills. Eager to grow professionally and contribute to innovative projects.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work History
Deputy Team Leader
Hexaware Technologies
01.2024 - Current
- Maintained automated processes up-to-date in accordance with emerging company policies.
- Monitored, escalated, and resolved high-impact tickets for the company.
- Took on team leader responsibilities when required, ensuring smooth team operations.
Workplace Engineering Track Associate
Hexaware Technologies
10.2023 - 01.2024
- Provided online support to users worldwide through ticketing system, phone calls, direct messages, and live chat.
- Ensured accurate access and resolved any issues with the provided assets.
- Actively handled the fast resolution of P1-P4 incidents, calls, and requests.
Technical Support Engineer
ICSI Comercial
08.2023 - 10.2023
- Contributed to a project with ICSI Commercial, collaborating with PepsiCo to provide workspace for over 300 employees transitioning from home offices.
- Resolved and keep a daily report on incidents and requests solved via the ticketing system.
- Ensured all desks met minimum equipment requirements for users returning to the office.
Education
Bachelor - Computer Science
Instituto Tecnológico Y De Estudios Superiores De Monterrey
Monterrey, Mexico 08.2019 - 06.2023
Skills
Python
Microsoft Office
Swift
HTML CSS
C#/C/C
Matlab
WordPress
ServiceNow
undefinedTimeline
Deputy Team Leader
Hexaware Technologies
01.2024 - Current
Workplace Engineering Track Associate
Hexaware Technologies
10.2023 - 01.2024
Technical Support Engineer
ICSI Comercial
08.2023 - 10.2023
Bachelor - Computer Science
Instituto Tecnológico Y De Estudios Superiores De Monterrey
08.2019 - 06.2023
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