Resumen profesional
Datos destacados
Experiencia
Formación
Enfatiza tus habilidades clave
Información adicional
Idiomas
Cronología
¡Hola! Soy

Melissa Garcia Rendon Dominguez

Melissa Garcia Rendon Dominguez

Resumen profesional

TECHNICAL SKILLS

Bilingual IT Service Desk and Access Management Analyst with proven experience supporting global users across the U.S., India, and the Philippines. Skilled in identity provisioning, incident management, and enterprise platforms including ServiceNow, OKTA, and Azure. Recognized for managing high-volume requests while maintaining strict security standards and optimizing operational workflows. Strong collaborator with leadership experience and a track record of delivering efficient technical support in fast-paced environments.

Datos destacados

5
years of professional experience

Experiencia

UST
Mexico City , Remote

Contract Analyst / User Access Management
2023.12 - 2025.08 (1 education.year_Label & 8 education.months_Label)

Resumen laboral

  • Administer user access across multiple enterprise platforms for global teams.
  • Provision and deprovision accounts for new hires and terminated users while ensuring compliance with security policies.
  • Manage roles, permissions, shared drives, password reset, unlock accounts and location access across cloud environments.
  • Resolve high-volume requests efficiently to meet contractor and user expectations.
  • Continuously improve workflows to exceed operational goals.
  • Reach users back to finish set up, run troubleshooting steps if needed or escalate with our specialized team.
  • Work daily with enterprise tools such as OKTA, Azure, Microsoft and Knowledge Base systems.

UST
Mexico City, Remote

IT Service Desk Analyst
2022.08 - 2023.12 (1 education.year_Label & 4 education.months_Label)

Resumen laboral

  • Delivered technical support to users across 60+ locations including hospitals, vendors, and IT teams worldwide.
  • Triaged incidents and escalated major issues to appropriate departments with urgency.
  • Maintained ticket queues and prioritized requests according to Lifepoint guidelines.
  • Ensured adherence to high security standards when handling sensitive information.
  • Achieved strong customer satisfaction through effective and timely resolutions.

TTEC
Mexico City, Remote

Team Lead, GTAS Department
2020.12 - 2022.07 (1 education.year_Label & 7 education.months_Label)

Resumen laboral

  • Led agent performance through coaching sessions and structured evaluations.
  • Coordinated large-scale hiring webinars across multiple cities in Mexico and the U.S.
  • Partnered with marketing to expand recruitment reach and improve hiring outcomes.
  • Approved payroll and supported operational planning for the team.

TTEC
Mexico City, Remote

Quality Specialist | Verizon Connect
2021.10 - 2022.04 (6 education.months_Label)

Resumen laboral

  • Evaluated agent interactions based on client goals and quality standards.
  • Delivered targeted coaching to improve performance metrics.
  • Enhanced evaluation processes to better identify improvement opportunities.

TTEC
Mexico City, Remote

Customer Service / Technical Support
2020.12 - 2021.09 (9 education.months_Label)

Resumen laboral

  • Provided remote assistance to fleet customers across the U.S., Canada, and Mexico according to Verizon GPS metrics.
  • Managed incident queues and resolved customer inquiries efficiently.
  • Collaborated with cross-functional teams to deliver project support.

Empereon LATAM
Mexico City, On Site

IT Support
2020.03 - 2020.10 (7 education.months_Label)

Resumen laboral

  • Delivered bilingual technical support via phone for residential and small business customers.
  • Installed software, repaired hardware, and resolved technical issues.
  • Maintained strong client relationships through clear communication.

Formación

White Belt

from Lean Six Sigma

Resumen académico

Technical Degree — Flight Attendant

from Alas de America

Resumen académico

International Business Management
Incomplete

from Universidad Panamericana

Resumen académico

Enfatiza tus habilidades clave

  • Access Management & Identity Provisioning
  • Incident & Ticket Management
  • Technical Support (L1/L2)
  • Enterprise User Administration
  • Security & Compliance Practices
  • SLA Management
  • Customer Experience
  • Process Improvement
  • Cross-functional Collaboration
  • Team Leadership & Coaching

Información adicional

Información adicional

Tools: ServiceNow, OKTA, Azure AD, VMWare Horizon, Salesforce.

Systems: Microsoft 365, Windows OS, CRM platforms

Methodologies: Incident Management, Access Control, Knowledge Base usage

Idiomas

Español
Nativo
C2
Inglés
Avanzado
C1

Cronología

Contract Analyst / User Access Management
UST
2023.12 - 2025.08 (1 education.year_Label & 8 education.months_Label)
IT Service Desk Analyst
UST
2022.08 - 2023.12 (1 education.year_Label & 4 education.months_Label)
Quality Specialist | Verizon Connect
TTEC
2021.10 - 2022.04 (6 education.months_Label)
Team Lead, GTAS Department
TTEC
2020.12 - 2022.07 (1 education.year_Label & 7 education.months_Label)
Customer Service / Technical Support
TTEC
2020.12 - 2021.09 (9 education.months_Label)
IT Support
Empereon LATAM
2020.03 - 2020.10 (7 education.months_Label)
White Belt
from Lean Six Sigma
Technical Degree — Flight Attendant
from Alas de America
International Business Management
from Universidad Panamericana
Melissa Garcia Rendon Dominguez