ServiceNow
MARIO ROMERO
SERVICE DESK MANAGER
QUERETARO
Summary
Mechatronics engineer with over 7 years of experience in product development and project management, specializing in problem resolution and results-driven strategies. Committed to continuous learning and professional growth, eager to embrace new challenges and expand skill sets in a fast-paced environment. Passionate about leveraging engineering expertise to drive impactful results and contribute to team success.
Overview
10
10
years of professional experience
4
4
Certifications
Work History
SERVICE DESK MANAGER
TATA CONSULTANCY SERVICES
05.2024 - Current
Lead the Service Desk team, ensuring performance and SLA/KPI achievement, while driving cross-functional initiatives to implement automation and reduce ticket volume; promote continuous improvement through innovative solutions and mentor team members to support their career growth within the organization.
SERVICE DESK KNOWLEDGE MANAGER
TATA CONSULTANCY SERVICES
07.2023 - 05.2024
Managed the acquisition and documentation of knowledge from support teams, created and maintained knowledge base articles, ensured the accuracy and accessibility of the Service Desk knowledge library, and delivered training to Service Desk personnel to enhance efficiency and service quality.
SERVICE DESK SHIFT LEADER
TATA CONSULTANCY SERVICES
03.2021 - 07.2023
Led teams of 15+ members across three shifts, ensuring continuous monitoring and control of SLA/KPI compliance while fostering a positive and collaborative work environment.
SERVICE DESK AGENT
TATA CONSULTANCY SERVICES
01.2020 - 03.2021
Provide Level 1 IT assistance to end users through different communication channels (including phone, chat and email). In this role, I lead the internal performance rankings on several occasions.
NPI ENGINEER
CONSTRULITA LIGHTING INTERNATIONAL S.A. DE C.V
09.2015 - 07.2019
Main responsible of development and industrialization of Imported Products and National Products with imported components.
Education
Mechatronics Engineering -
Instituto Tecnológico De Durango
01.2015
Skills
Agile
ITIL framework
Service level management
Customer service
Service quality management
Goal oriented
Problem-solving
Time management
Team leadership
LEADERSHIP EXPERIENCE
- Leader of Cross-functional team of 26+ members.
- Implementation of innovative automation ideas for volume reduction (23%).
- Improved distribution of team efforts and communication of goals, resulting in a progressive increase in chat Average Speed of Answer (ASA) from 92% to 97% within six months.
- Mentored and trained new team members, improving overall team performance and cohesion.
- Conducted regular performance reviews and provided constructive feedback to team members.
Software
SAP
TeamViewer
O365
AWS Cloud
Certification
AWS Cloud Certified Practitioner (CLF-C02)
Timeline
AWS Cloud Certified Practitioner (CLF-C02)
09-2025
Atlassian IT Service Management (ITSM) Professional Certificate
05-2025
Career Essentials in Generative AI by Microsoft and LinkedIn
04-2025
Becoming a Manager Professional Certificate by LinkedIn Learning
04-2025
SERVICE DESK MANAGER
TATA CONSULTANCY SERVICES
05.2024 - Current
SERVICE DESK KNOWLEDGE MANAGER
TATA CONSULTANCY SERVICES
07.2023 - 05.2024
SERVICE DESK SHIFT LEADER
TATA CONSULTANCY SERVICES
03.2021 - 07.2023
SERVICE DESK AGENT
TATA CONSULTANCY SERVICES
01.2020 - 03.2021
NPI ENGINEER
CONSTRULITA LIGHTING INTERNATIONAL S.A. DE C.V
09.2015 - 07.2019
Mechatronics Engineering -
Instituto Tecnológico De Durango