Work Preference
Summary
Overview
Work History
Education
Skills
Certification
TOOLS & PLATFORMS
LANGUAGE
Timeline
Generic
Luis Eduardo Resendez Rodriguez

Luis Eduardo Resendez Rodriguez

Guadalajara,JAL

Work Preference

Desired Job Title

Senior IT Support Specialist (Tier 2) Senior IT Helpdesk Associate (Tier 1)Senior Customer Service Specialist / Associate ITSales Executive / Customer Acquisition & RetentionCustomer Service Representative

Work Type

Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work

Location Preference

On-SiteRemoteHybrid
Location: Guadalajara, MXGuadalajara, JAL
Open to relocation: Yes

Salary Range

$250000/yr - $300000/yr

Important To Me

Career advancementWork-life balancePersonal development programsCompany CultureFlexible work hoursPaid time offTeam Building / Company RetreatsPaid sick leave401k matchHealthcare benefitsWork from home option

Summary

Tier 2 IT Support Specialist with experience providing global service desk support in multinational environments. Skilled in incident, problem, and escalation management within ITSM and ITIL frameworks. Hands-on experience supporting SaaS applications, hardware, software, and network issues, ensuring SLA compliance, system availability, and business continuity.

Overview

6
6
years of professional experience
6
6
Certification

Work History

Senior IT Support Specialist (Tier 2)

Neumo – Contract (90 Days)
Guadalajara, Mexico
09.2025 - 12.2025
  • Delivered Tier 2 SaaS technical support for government property, licensing, and tax platforms.
  • Resolved complex escalated incidents using ITSM and problem management processes.
  • Performed system configurations and enhancements using SQL, HTML, XML, and Jira.
  • Ensured SLA compliance through ITIL best practices.
  • Tracked and documented incidents in Zendesk Service Cloud and Jira.

Senior IT Helpdesk Associate (Tier 1)

NTT DATA
Guadalajara, Mexico
06.2022 - 08.2025
  • Performed technical support to global end users in a high-volume Service Desk environment.
  • Provided end-to-end SaaS application support for a dedicated BMW global account, investigating, reproducing, and resolving complex issues using Zendesk and Jira.
  • Prioritized and managed incidents based on severity, business impact, and SLA requirements, ensuring timely resolution and service continuity.
  • Collaborated with Product, Engineering, and Customer Success teams to perform root cause analysis, track defects, and implement permanent fixes.
  • Created and maintained knowledge base documentation and utilized basic SQL, HTML, and XML to support troubleshooting and continuous service improvement.

Senior Customer Service Specialist / Associate IT

TATA Consultancy Services
Guadalajara, Mexico
12.2020 - 06.2022
  • Served as the primary point of contact for customers across the full support lifecycle, providing SaaS-based support for onboarding, account management, service transfers, and billing inquiries using Zendesk, Jira, and CRM systems.
  • Owned customer cases end to end, analyzing needs, prioritizing requests based on urgency and impact, and coordinating escalations when required to ensure timely resolution, SLA adherence, and a positive customer experience.
  • Maintained accurate case documentation and customer records to support reporting, performance tracking, churn prevention initiatives, and continuous service improvement through feedback and cross-team collaboration.

Sales Executive / Customer Acquisition & Retention

Avantive Solutions
Guadalajara, Mexico
06.2020 - 12.2020
  • Served as primary point of contact for prospective and existing customers, supporting acquisition, retention, and account management.
  • Performed customer onboarding, account updates, service transfers, and billing issue resolution in compliance with defined processes and service standards.
  • Managed high-volume customer interactions while maintaining accurate records in CRM and internal systems.
  • Supported reporting, performance tracking, and churn prevention initiatives.

Education

Bachelor’s Degree (Incomplete) - International Business Management

Bellevue Community College
Bellevue, WA, USA
06-1995

High School Diploma -

Sammamish High School
Bellevue, WA, USA
05-1995

Skills

  • IT Support (Tier 1 & Tier 2)
  • Service Desk Operations
  • Incident, Problem & Escalation Management
  • SaaS Application Support
  • Hardware, Software & Network Troubleshooting
  • Active Directory User Management
  • VPN Configuration & Support
  • Virtual Desktop Infrastructure (Citrix Workspace, VMware)
  • SQL (Basic / Currently in Training)
  • Web & Network Troubleshooting

Certification

  • CompTIA Security+ (SY0-701)
  • ITIL Foundation
  • Azure DevOps Essentials (VSTS)
  • AWS Core Services
  • Yellow Belt Certification in Artificial Intelligence (AI)
  • English Language Certification – Advanced (C1)
    Issued by Ascentify / ADEC Innovations

TOOLS & PLATFORMS

  • Ticketing & ITSM: ServiceNow, Jira, Zendesk, Zendesk Service Cloud
  • CRM: Salesforce
  • Microsoft 365 Administration
  • SAP (Production & Financial Modules)
  • AWS (Core Services)
  • Azure DevOps (VSTS)

LANGUAGE

  • Spanish: Native
  • English: Advanced (C1)

Timeline

Senior IT Support Specialist (Tier 2)

Neumo – Contract (90 Days)
09.2025 - 12.2025

Senior IT Helpdesk Associate (Tier 1)

NTT DATA
06.2022 - 08.2025

Senior Customer Service Specialist / Associate IT

TATA Consultancy Services
12.2020 - 06.2022

Sales Executive / Customer Acquisition & Retention

Avantive Solutions
06.2020 - 12.2020

High School Diploma -

Sammamish High School

Bachelor’s Degree (Incomplete) - International Business Management

Bellevue Community College

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Luis Eduardo Resendez Rodriguez