Microsoft Intune
Miguel Corona Robles
Mexico City
Summary
Adept at enhancing service desk operations, I significantly improved efficiency and customer satisfaction at Arrivia by implementing best practices and a knowledge management system. My blend of problem-solving, leadership, and technical skills, alongside a commitment to reliable service, streamlines processes and fosters a positive work environment.
Accomplished IT Service Desk Manager experience leading critical support initiatives and managing IT operations to enhance organizational productivity and security. Successfully spearheaded a large-scale project to transition over 400 agents to Intune computers during the pandemic, coordinating seamlessly with the Command Center to schedule upgrades without disrupting production. Led the planning and deployment of Windows 11 upgrades with a local support team and implemented automation and Single Sign-On (SSO) processes for streamlined onboarding and offboarding. Skilled in driving operational efficiencies, leading cohesive teams, and aligning IT solutions with business objectives to achieve optimal performance and user satisfaction.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Service Desk Manager
Arrivia
04.2019 - Current
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Collaborated with cross-functional teams to address complex technical challenges and improve overall service quality.
- Created a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
- Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
IT Service Desk Analyst
Tech Mahindra
06.2018 - 04.2019
- Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users.
- Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues.
- Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Generated reports to track performance and analyze trends.
IT Service Desk Analyst
CompuCom
03.2016 - 05.2018
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and ticket.
Education
GED -
Sequoia District Adult School
Menlo Park, CA 05.2001 -
Skills
Customer Service
Positive Attitude
Problem-Solving
Time Management
Team Leadership
Trustworthy and Honest
Reliable and Responsible
Software
Office 365
Ticket System (Service Now, Halo, SCSM)
Remote Support (TeamViewer, AnyDesk, Microsoft Remote Desktop)
Timeline
Service Desk Manager
Arrivia
04.2019 - Current
IT Service Desk Analyst
Tech Mahindra
06.2018 - 04.2019
IT Service Desk Analyst
CompuCom
03.2016 - 05.2018
GED -
Sequoia District Adult School
05.2001 -
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