Luis Guillermo Juárez Escobedo
Mexico City
Summary
A senior IT support specialist who is bilingual, talented, and ambitious, has a good background in technology and customer service, and who is self-disciplined and able to work with little direction. Having knowledge of a wide range of technologies, being able to diagnose hardware and software issues, and being able to ensure that high-quality solutions match company needs. Having a strong sense of teamwork, being deadline-driven, and being able to arrange and deliver complex solutions precisely and clearly. Results-driven r with over 10 years of expertise deploying and maintaining LAN and WAN infrastructure. Dedicated technology professional with strong track record of accurately conducting system repairs and troubleshooting. Offering exemplary planning, project management and communication talents.
Overview
17
17
years of professional experience
3
3
Certifications
Work History
Network Engineer/Project Coordinator
Pepsico
01.2024 - Current
- Mentored interns in various aspects of Network Engineering while encouraging them to explore new ideas and technologies within the field.
- Increased overall network stability by performing root cause analysis on recurring issues and implementing long-term solutions.
- Provided detailed network diagrams and procedural guidelines.
- Implemented WAN and LAN designs in multi-datacenter configurations.
- Collaborated with cross-functional teams to ensure seamless integration of new technologies into the existing network architecture.
- Enhanced security by implementing firewalls, VPNs, and access control systems.
Tier 1 Support Engineer
Ingram Micro Mexico
12.2021 - 12.2023
- Provide Level-1 support and troubleshooting to resolve network issues
- Hands-on experience with monitoring, network diagnostic and network analytics tools
- Excellent listening and communications skills, both verbal and written
- Strong customer relationship skills
- Ability to provide and maintain detailed documentation on each ticket
- Strong computer skills and the ability to effectively communicate through e-mail
- Problem-solving abilities and ability to meet reasonable deadlines
- Ability to work with little supervision
- Work hand to hand with managers and technicians on site
- Configure and install various network devices and services.
Network Support Technician Level 1
CompuCom
04.2016 - 12.2021
- Troubleshoot and work on various trouble tickets for network issues
- Multitasking duties are a very common part of this job role
- Responsible for creating and updating tickets regarding network status
- Demonstrated a natural affinity for troubleshooting and resolving client issues quickly, and delivering outstanding customer service while doing so
- Monitored network equipment including Cisco switches, Cisco routers, Meraki as well as Legacy equipment
- Troubleshoot and resolved technical issues with operating systems, hardware, software, and network connectivity
- Responded to email, telephone requests for technical support
- Provided overall daily Cisco troubleshooting administration including monitoring, analysis, and performance tuning
- Performed Cisco router and switch troubleshooting
- Created user accounts, and security groups, assigned permissions, deployed client workstations to network
- Responded to email, telephone, and walk-in requests for technical support
- Performed Cisco router and switch troubleshooting.
PMO/Admin/ Pc/ Support Technician
CompuCom
03.2014 - 04.2016
- Solved issues with Microsoft Office programs and network and local printing issues
- Provided technical support for approximately 1600 users as part of a technical support team and was personally responsible for over 250 employee's hardware, software, and network connectivity
- Diagnosed client's Laptop/PC troubles and resolved network access
- In charge of Onboarding & Offboarding for all the technicians on the T-Mobile account also guiding the new technicians on the account
- Provided 1st and 2nd level desktop support for 300+ technicians
- Support assistance on VPN, as well as generating Project tickets and reports to T-Mobile directly
- Receive and respond to incoming calls, pages, and/or e-mails regarding network connectivity problems, and other various problems and requests.
Computer technician
PC COSTE
12.2009 - 05.2011
- Provided customer service and repaired computer equipment in general
- Responsible for upgrading workstations and laptops for work efficiency
- Installed, configured, and troubleshooted computer systems
- Responsible for selling various computer equipment such as components and other peripherals
- Coordinated with vendors for equipment supply and support
- In charge of going to different cities in the Valencian community to perform various DSL modem installations as well as perform technical support to end-users
- Provided network consulting and support for over 800 users.
Computer Science
Own Computer Business
01.2007 - 11.2009
- Provided on-site enhancement, upgrade, and support services to contracted small business clients for business
- Critical workstation and network systems
- Collaborated with clients to plan infrastructure expansion and upgrades based on business goals and assessment of existing technologies
- Built PCs, installed and configured operating systems and application software, and recommended antivirus and security procedures and tools
- Performed periodic backups as part of the client's business continuity strategy
- Trained users in equipment and application use
- Technical support and repair of computer equipment in general via telephone
- Service via remote software and home service, webpages also designed for customers
- Supported user laptops, desktops, network printers, and applications
- Troubleshooted network, hardware, and software problems
- Configured and installed new hardware and software for users
- Performed hardware repairs on various computer equipment
- Provided on-site and telephone support in installing, configuring, and troubleshooting.
Education
Associate of Science - Computer Engineering Technology
Kalamazoo Valley Community College
Kalamazoo, Michigan 05.2001 - 2003.05
High School Diploma -
Loy Norrix High School
Kalamazoo, Michigan 05.1995 - 1999.05
Associate of Arts - Computer Engineering Technology
Informets
Alicante Spain 09.2010 - 03.2011
Skills
Windows In all its versions From Windows XP, Vista, Windows 7, Windows 8, & 10, Linux & Macundefined
Certification
Certified Meraki Networking Associate
Other Data
- Good listening, commercial and communication, ability to work as a single or in a group and guide customers
- Eagerness to Keep Learning and to move forward and progress both in my professional Career and as well as an individual
Timeline
Network Engineer/Project Coordinator
Pepsico
01.2024 - Current
Tier 1 Support Engineer
Ingram Micro Mexico
12.2021 - 12.2023
Network Support Technician Level 1
CompuCom
04.2016 - 12.2021
PMO/Admin/ Pc/ Support Technician
CompuCom
03.2014 - 04.2016
Associate of Arts - Computer Engineering Technology
Informets
09.2010 - 03.2011
Computer technician
PC COSTE
12.2009 - 05.2011
Computer Science
Own Computer Business
01.2007 - 11.2009
Associate of Science - Computer Engineering Technology
Kalamazoo Valley Community College
05.2001 - 2003.05
High School Diploma -
Loy Norrix High School
05.1995 - 1999.05
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