Marco Polo Ayala Sánchez
IT Technical Support Engineer
Mexico City
Summary
Over 10 year's experience as IT Technical Support . 2 year's experience as supervisor of ops. ITIL + 5 year's experience. Incident coordinator experience 5 years and 5 years experience as Technology Lead. I am a visionary, adaptable, honest, organized, proactive, responsible and professional person. I like to learn and have new challenges in my professional life that allow me to grow in a solid company.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
1
1
Certification
1
1
Language
Work History
IT Field Engineer
Vestas Wind Systems
06.2024 - Current
- As a IT Field Engineer, primary focus is on the Onsite Support for the Mexico office and oversee the full scope in caribbean country's and Colombia.
- Provided technical support to end users, hardware, software, apps, thru ticket in system ServiceNow, and face to face support
- Configure and deploy company laptops, desktops and peripherals, installation and upgrades
- Maintain and support all IT equipment, meeting rooms, call-box.
- Act as point of contact for IT related issues for the business in Mexico base office, colombia and caribbean country's
- Work with the global IT Team to ensure infrastructure and systems in place to deliver high quality IT solutions across the business.
- Lead the On-boarding and off-boarding of employees along with asset and mobile assignation.
- Extensive experience with managing vendors, procurement process along with negotiation skills.
- Provided timely and effective responses to user requests thru various communication channels, including , MS Teams, Slack, email.
- Resolved and update tickets via SNON withing the SLA
- Maintain an inventory of IT assets and performed updates to the IT asset management data base.
- Managing Windows and Mac devices using Microsoft Intune and JamfPro.
- Troubleshoot hardware and software problems remotely.
- Collaborate with other IT professionals and cross-functional teams.
- Escalate complex problems to high level support teams.
- Create and update Knowledge base articles.
- Conduct training sessions for end user on IT related topics and effectively communicate technical information to non-technical users.
- Ability to manage and prioritize task in a busy environment.
IT Technical Support Engineer
UST
10.2021 - 01.2024
- Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems
- Provide collaborative leadership between various technical and non-technical teams
- Responsible for managing the laptop/desktop (patches, Image, applications deployment, reporting on licenses, etc.) via cloud-based solution (Microsoft Intune) or MDM solutions
- Install, configure, track, deploy and troubleshoot printers and copier, event boards, mobile devices and laptop and desktops throughout Prologis
- Travel between offices, as needed
- Manage technical relationship with vendors, partners and outside services providers; execute escalation procedures for troubleshooting and problem solving
- Broad experience with Telco providers, Phone systems, network equipment
- Broad experience with Polycom, MS Teams and other video conferencing systems
- Broad experience with overall Microsoft technology portfolio including Windows Server, Active Directory, MFA, Office products and O365 deployments
Intermediate IT Support Engineer
Hitachi Vantara
02.2021 - 10.2021
- Responsible for the customer support experience with Hitachi Vantara employees, vendors, or contractors
- Provide best in class technical support via a telephone queue, over e-mail, and through web forums to address technical challenges involving Hitachi Vantara suite of products and solutions
- Own, troubleshoot and solve long-running or complex customer technical issues through consistent applications, and if needed, engagement with Product/Engineering teams
- Document accurate and detailed descriptions of problem descriptions, troubleshooting activity, and resolution data in the customer relationship management database system
- Identify cases that require escalation (either technically or strategically) and assure correct stakeholder(s) are engaged in a timely manner using established processes
- Provide ramp activities, knowledge sharing, technical coaching and mentoring
- Drive technical collaboration
Technical Support
Spoton
09.2020 - 01.2021
- Provided technical support to counter-top terminals to small, medium and large business in USA
- Coordinate with different teams to provided high quality support to smart terminals
- Organized and prioritized work to complete assignments in a timely, efficient manner
Building Technology Lead
Wework
04.2019 - 11.2019
- Responsible for the Performance and design of the IT infrastructure, services and education of the Community
- The primary interface for the Member Technology Team, providing a positive experience for the WeWork Members through tailored IT solutions and the development and implementation of the installation plans
- Provide prompt response to Member problems and request while managing and maintaining the ZenDesk system
- Educate and assess capabilities related to IT troubleshooting practices for the location based Community Teams to ensure they can provide level one technical support to the Members
- Responsible for identifying and selling Member IT Services that generate revenue for WeWork
- Manage and engage third party vendors to perform cabling repairs and approved installs
- Coordinate and partner with the Member Technology Networking Services Team with the troubleshoot and resolution of LAN & Wireless Network issues
- Coordinate and partner with the Member Technology Audio Visual Services Team with the configuration, administration and troubleshooting of location based Audio Visual equipment
- Coordinate and partner with the Member Technology Business Development Team with the opening of new locations and provision of services to our Enterprise Members
- Configuration of network printing resources, including printer servers, printers and other peripheral devices
Service Desk Supervisor
CompuCom
05.2015 - 05.2018
- Training of more than 19 people newly admitted persons
- Find solutions to daily inconveniences to avoid escalations, give feedback, advice and support agents in their daily activity, immediate assistance to tickets escalated by the customers
- Performed monthly assessments of analyst performance in the metrics and QA evaluations
- Coordinate escalated tickets and approvals to send to the next level of support
- Monthly report to management and client, based on performance, KPI, SLA
Service Desk Specialist
CompuCom
08.2013 - 05.2015
- Provide technical support to Intel users global level
- Assist users with different applications, Windows, Office, Mac, smart phones, iOS etc
- Skills OSD, NCSD, Telecom, CRS
- Manage chats interactions, assist Over the Phone and via email
Education
Google Cloud Platform - Billing
Google
02.2019 - 03.2019
Azure Administrator Associate - undefined
Microsoft
07.2021 - 07.2022
Information Technology
UVM
05.2019 - 01.2024
Cloud Management Microsoft Intune
Linkedin
ITIL Fundation
Linkedin
Cisco CCNA(200-301)
Linkedin
Microsoft Azure AD
Linkedin
Skills
Site inspections
Project scheduling
Project management
Procedural documentation
Team communication
Installation planning
Safety procedures
Troubleshooting
Equipment installation
Quality assurance
End-user training
Staff coordination
Report preparation
Network configuration
Engineering
Change order management
Hardware repair
Customer support
Document management
Corrective action planning
Relationship building
System maintenance
Proficiency in [technology]
Technical reporting and documentation
Excellent communication
Problem-solving abilities
Time management abilities
Computer skills
Team collaboration
Technical reporting
Problem-solving
Decision-making
Interpersonal skills
Written communication
Self motivation
Teamwork and collaboration
Multitasking Abilities
Problem resolution
Work Planning and Prioritization
Cost estimates
IT skills
Active listening
Goal setting
Effective communication
Critical thinking
Project management proficiency
Continuous improvement
Infrastructure improvements
Problem-solving aptitude
Certification
Microsoft Certified, Azure Administrator – Microsoft Corporation.
Timeline
IT Field Engineer
Vestas Wind Systems
06.2024 - Current
IT Technical Support Engineer
UST
10.2021 - 01.2024
Microsoft Certified, Azure Administrator – Microsoft Corporation.
07-2021
Azure Administrator Associate - undefined
Microsoft
07.2021 - 07.2022
Intermediate IT Support Engineer
Hitachi Vantara
02.2021 - 10.2021
Technical Support
Spoton
09.2020 - 01.2021
Information Technology
UVM
05.2019 - 01.2024
Building Technology Lead
Wework
04.2019 - 11.2019
Google Cloud Platform - Billing
Google
02.2019 - 03.2019
Service Desk Supervisor
CompuCom
05.2015 - 05.2018
Service Desk Specialist
CompuCom
08.2013 - 05.2015
Cloud Management Microsoft Intune
Linkedin
ITIL Fundation
Linkedin
Cisco CCNA(200-301)
Linkedin
Microsoft Azure AD
Linkedin
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