Summary
Overview
Work history
Skills
Languages
Timeline
Generic

Mariana Juárez

Aguascalientes

Summary

ITIS Analyst with nearly 10 years of hands-on experience directly with end users and clients.


Adaptable to new processes and environments and always open to knowing new products in order to apply all skills to complex technological challenges.


Great communication skills and thorough attention to detail when it comes to understanding the needs of the client.


Capable of working under pressure and thriving under situations of urgency.

Overview

15
15
years of professional experience

Work history

Monitoring Agent

Motivus
Mexico City
07.2023 - Current
  • Track database metrics and performance for a known government agency.
  • Notify solver teams of changes in amounts and figures per hour in
    case of discrepancies.
  • Work with in-house team to address application issues.
  • Participate in daily and weekly meetings with the solver teams
    related to changes and maintenance windows.
  • Provide 24/7 support in dispatching tickets related to end user
    accounts and profiles.
  • Keep documentation and SOP’s up-to-date by updating consistently
    with management.

IT Helpdesk Analyst

Softtek
Aguascalientes
06.2016 - 07.2023
  • Engaged directly with end users at corporate sites, field users, and
    franchisees to troubleshoot technical issues via email, phone, and
    remote desktop support.
  • Assisted in the account provisioning process for various internal
    client applications, meticulously documenting all procedures and
    escalations while prioritizing Service Level Agreements (SLAs).
  • Managed the enrollment of company laptops and applications
    through Microsoft Intune.
  • Gained expertise in handling severities and outages effectively.
  • Collaborated with Tidal to create and monitor jobs in both Production
    and Development environments, including overseeing critical tasks.
  • Utilized Check-MK for alert monitoring and coordinated with on-call
    teams in instances of critical system failures.
  • Contributed as part of the third shift, demonstrating the ability to
    work independently with minimal guidance, consistently prioritizing
    urgent issues.
  • Provided on-site support in Toronto, Canada, during the relocation of
    the client's headquarters from Oakville to Toronto.

IT Helpdesk Analyst

CompuCom Mexico
Mexico City
10.2012 - 06.2016
  • Simultaneously offered initial IT support to end-users in three distinct
    corporate environments.
  • Emailed requests to all Tier 2 departments for each project.
  • Managed account provisioning duties including Active Directory
    administration, password resets, attribute adjustments, and security
    group allocations.
  • Assisted in maintaining up-to-date knowledgebase articles on the
    client's secure cloud storage for accuracy.

English Teacher

Georgal Idiomas
Mexico City
03.2012 - 07.2012
  • Worked with employees of large corporations, providing Executive
    English lessons in group and one-on-one settings. Taught at Georgal
    headquarters, creating lesson plans for all English levels.
  • Received continuous training to improve teaching techniques for ESL
    learning.

Technical Support Representative

Teletech
Mexico City
05.2011 - 03.2012
  • Provided bilingual English and Spanish support to clients of a well
    known cable and internet company in the United States.
  • Worked with the company’s GUI for troubleshooting of network
    issues directly related to the customer’s modem/router.
  • Documented all issues for all users to avoid repeat cases and give
    priority to first call resolution.

Customer Service Representative

Telvista
Mexico City
08.2010 - 04.2011
  • Obtained experience in billing and finance in order to manage clients’
    monthly payments of their cell phone service and manage books.
  • Worked to administer phone numbers and port from one company to
    another.

Executive Assistant

Latin Market Professionals
Las Vegas, NV
01.2010 - 07.2010
  • Oversaw client lists and calendars, scheduling appointments directly
    for the company's CEO.
  • Assisted in organizing meetings and making travel arrangements.
  • Maintained detailed meeting minutes and oversaw action plans for
    client engagements.

Skills

  • Monitoring of production jobs and databases
  • Windows and Mac OSX
  • Six Sigma Yellow Belt
  • HPSM, Service Now, Jira, and other ticketing systems
  • Check MK server monitoring
  • Office 365 (licensing, shared mailboxes and DL's, and Intune)
  • Microsoft Intune and Autopilot enrollment of machines
  • Active Directory (account provisioning and attributes)
  • Customer Service and attention to QA procedures

Languages

Spanish
Proficient (C2)
English
Proficient (C2)

Timeline

Monitoring Agent

Motivus
07.2023 - Current

IT Helpdesk Analyst

Softtek
06.2016 - 07.2023

IT Helpdesk Analyst

CompuCom Mexico
10.2012 - 06.2016

English Teacher

Georgal Idiomas
03.2012 - 07.2012

Technical Support Representative

Teletech
05.2011 - 03.2012

Customer Service Representative

Telvista
08.2010 - 04.2011

Executive Assistant

Latin Market Professionals
01.2010 - 07.2010

Similar Profiles

Create profile
Mariana Juárez