Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Juan Pablo David Lerma

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

3
3
years of professional experience

Work History

Team Deputy

Hexaware Technologies
Monterrey
02.2024 - 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.

Online Support

Hexaware Technologies
Monterrey
10.2023 - 02.2024
  • Online support with users from all around the world via a ticketing system, phone calls, direct messages, and live chat, ensuring correct access and resolving any issues with the assets provided.
  • Fast resolution of P1-P4 incidents, calls, and requests to ensure user satisfaction with the provided service.
  • Managing and updating databases with relevant information on upcoming issues that the Service Desk might face, ensuring fast solutions as a team.

Project Participant

ICSI Comercial
08.2023 - 10.2023
  • Participated in a project with ICSI Commercial, collaborating with PepsiCo to provide workspace for over 300 employees transitioning from home offices, while also resolving incidents and requests for the same users via the ticketing system.
  • Created daily report of what was done in the day and record them in the ticketing system for validation.
  • Validated and report that every desk had the minimum requirement equipment up and running for the user to come back.

Web Developer

Mid-Atlantic Sports Consultants
08.2022 - 12.2022
  • Developed a website through WordPress, so that parents or students interested in playing at the collegiate level could get in touch with the company so we could help them contact universities of their interest or open opportunities.
  • I created and supported a WordPress page to display information about what the company does.
  • Analyzed and created weekly reports on how users interacted with the site to identify areas for improvement.

Education

Bachelor - Computer Science

Instituto Tecnológico Y De Estudios Superiores De Monterrey
Monterrey
06.2023

Skills

  • Python
  • Microsoft Office
  • Swift
  • HTML CSS
  • C#/C/C
  • Matlab
  • Unity 3D
  • WordPress
  • ServiceNow
  • SQL
  • Salesforce
  • R
  • GitHub
  • Okta
  • Confluence

Languages

Spanish
First Language
English
Upper Intermediate (B2)
B2
French
Beginner
A1

Timeline

Team Deputy

Hexaware Technologies
02.2024 - Current

Online Support

Hexaware Technologies
10.2023 - 02.2024

Project Participant

ICSI Comercial
08.2023 - 10.2023

Web Developer

Mid-Atlantic Sports Consultants
08.2022 - 12.2022

Bachelor - Computer Science

Instituto Tecnológico Y De Estudios Superiores De Monterrey

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Juan Pablo David Lerma