Summary
Overview
Work History
Education
Skills
LEADERSHIP EXPERIENCE
Software
Certification
Timeline
Generic
MARIO ROMERO

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

ServiceNow

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
MARIO ROMEROSERVICE DESK MANAGER