Summary
Overview
Work History
Education
Skills
Timeline
Generic

Luis Eduardo Valenzuela Garcia

Computer Systems Engineer
Chihuahua City

Summary

Dynamic and versatile Service Desk Analyst with hands-on experience delivering technical support in both local and multi-site environments. Proven ability to improve customer satisfaction through rapid ticket resolution, clear communication, and reliable on-site assistance. Skilled in hardware troubleshooting, network support, and IT inventory management, with a strong focus on organization and process standardization.

Successfully supported multiple manufacturing plants, both remotely and on-site, with full availability for international travel. Participated in global hardware deployments, contributing to consistent IT service levels and adherence to corporate standards across regions. Adept at collaborating with global IT teams and adapting to culturally diverse work environments.

In addition, participated in a 3-month React.js development project, gaining practical experience in front-end component design, API integration, version control (Git), and Agile collaboration.

Highly adaptable, detail-oriented, and proactive in identifying and solving technical issues, with a strong commitment to service quality and continuous improvement.

Overview

6
6
years of professional experience

Work History

Service Desk Analyst

MADATA
03.2023 - Current
  • Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
  • Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
  • Resolved common user concerns by utilizing preset issue resolution scripts.
  • Local support by helping with inventory management, basic networking knowledge, and assisting with basic network troubleshooting, including connectivity issues, Wi-Fi setup, and cable management.
  • React.js Development: Participated in a team project using React for building responsive web interfaces; CSS & Styling: Applied basic styling using CSS modules or styled-components; Agile Collaboration: Worked in sprints, attended stand-up meetings, and contributed to task boards.
  • Remote & On-Site Support Across Multiple Locations: Provided, International Travel Availability: Willing and available to travel, Global Hardware Deployment: Assisted in setting up IT equipment and infrastructure in different facilities according to global company standards internationally as needed for deployments, on-site troubleshooting, or project support. Technical support to various plants/sites, both remotely and in person, ensuring consistent IT service levels across regions. Flexible Scheduling: Worked across different time zones when required to provide timely support to remote teams or during international travel.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.

Photography Assistant

Fotografia Imagenes
06.2020 - 03.2023
  • Took photos from different angles and perspectives to capture perfect images.
  • Supported photography and video shoots by helping with equipment setup.
  • Increased client satisfaction by providing timely assistance in setting up and breaking down photo sessions.
  • Streamlined workflow by organizing and maintaining photography equipment, ensuring quick access during shoots.

Seller

Ingles Individual
01.2020 - 03.2020
  • Developed customized solutions for clients'' unique needs, resulting in improved satisfaction and loyalty.
  • Responded to customers' complaints regarding service and product quality to solve issues.
  • Boosted sales revenue by implementing effective sales strategies and building strong customer relationships.

Education

Master of Science - Software Engineering

Instituto Tecnológico De Chihuahua II
Chihuahua City, Chihuahua, Mexico
05.2001 -

High School Diploma -

Colegio De Chihuahua
Chihuahua City, Chihuahua, Mexico
05.2001 -

Skills

Technical support

Remote technical support

Escalation management

System administration

Network troubleshooting

Documentation

Hardware troubleshooting

Account management

Performance assessment

Adaptability and flexibility

Analytical thinking

Training materials development

Timeline

Service Desk Analyst

MADATA
03.2023 - Current

Photography Assistant

Fotografia Imagenes
06.2020 - 03.2023

Seller

Ingles Individual
01.2020 - 03.2020

Master of Science - Software Engineering

Instituto Tecnológico De Chihuahua II
05.2001 -

High School Diploma -

Colegio De Chihuahua
05.2001 -

Similar Profiles

CREATE PROFILE
Luis Eduardo Valenzuela GarciaComputer Systems Engineer