Luis Eduardo Resendez Rodriguez
Guadalajara
Summary
IT Support and Customer Service Specialist with extensive experience in multinational environments. Proven track record in delivering technical support, troubleshooting complex issues, and managing service operations in fast-paced technology organizations. Proficient in managing hardware, software, and network systems, as well as using ticketing and remote infrastructure tools. Recognized for strong problem-solving skills, process optimization, and a customer-focused approach that ensures service excellence and business continuity.
Overview
6
6
years of professional experience
Work History
Senior Customer Support Specialist (Tier 2)
GovOS
01.2025 - Current
- Helped state and local government agencies in maximizing compliance and revenue-generating transactions associated with property, licensing, and tax filing.
- Resolved complex and escalated software and hardware incidents from intake to resolution.
- Provided system enhancement support to municipal clients in multiple U.S. cities, making updates to forms, workflows, reports, audits, payment processes, and tax management utilizing SQL, HTML, XML, and JIRA.
- Ensured high-quality service delivery aligned with ITSM principles.
- Logged and monitored support requests through Service Cloud (Zendesk) and JIRA.
Senior Helpdesk Associate
NTT DATA
01.2022 - 01.2025
- Provided real-time technical support for BMW applications and enterprise tools (SAP, Office 365, internal platforms).
- Managed live interactions via calls, chat, and email to ensure quick and accurate issue resolution.
- Collaborated with technical and functional teams for escalation and root cause analysis.
- Contributed to continuous improvement initiatives to enhance customer satisfaction.
Senior Process Associate
TATA Consultancy Services
01.2021 - 01.2022
- Delivered customer service for Southern California Edison, managing emergency and general inquiries.
- Processed transfers of electrical service between properties, ensuring a seamless customer experience.
- Assisted customers with billing, payments, and support program information.
- Responded effectively to critical incidents, ensuring safety and customer trust.
Sales Executive
Avantive Solutions
01.2020 - 01.2021
- Promoted and sold telecommunications services (cable, internet, and phone) in English and Spanish.
- Achieved top sales results through strategic customer engagement and effective negotiation.
- Advised customers on optimal service options to meet individual needs.
- Conducted post-sale follow-ups to ensure service quality and client satisfaction.
Education
High School Diploma -
Sammamish High School
Bellevue, WA, USAInternational Business (Incomplete)
Bellevue Community College
Bellevue, WA, USASkills
- VPN Configuration and Support
- Microsoft Office 365 Administration
- Ticketing Systems: Jira, ServiceNow, Zendesk
- Virtual Desktop Infrastructure: Citrix Workspace, VMware
- Active Directory Management
- SAP (Production & Financial Modules)
- AWS (Amazon Web Services) – Basic Knowledge
- SQL (Currently in Training)
- Yellow Belt Certification in AI
- Hardware Support: Desktops, Printers, Scanners
- Software Installation & Troubleshooting
- Basic Network and Website Troubleshooting
- Analytical Thinking & Decision-Making
- Leadership, Team Collaboration, and Adaptability
LANGUAGES
Spanish: Native
English: Fluent
Timeline
Senior Customer Support Specialist (Tier 2)
GovOS
01.2025 - Current
Senior Helpdesk Associate
NTT DATA
01.2022 - 01.2025
Senior Process Associate
TATA Consultancy Services
01.2021 - 01.2022
Sales Executive
Avantive Solutions
01.2020 - 01.2021
International Business (Incomplete)
Bellevue Community College
High School Diploma -
Sammamish High School