Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

SHARON CARRASCO

Remote Services Engineer
Guadalupe, Nuevo León

Summary

Experienced with applying engineering principles to real-world problems, leading to impactful solutions. Utilizes analytical skills and technical knowledge to enhance operational efficiency. Track record of effective team collaboration and project completion.


Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.



Overview

6
6
years of professional experience
6
6
years of post-secondary education
1
1
Language

Work History

REMOTE SERVICES ENGINEER

Conduent de Mexico
10.2022 - Current
  • As commissioner, I perform programming on the lighting control system, such as setting schedules, dimming levels, and occupancy sensor parameters, to meet the specific needs of the spaces/zones.
  • After programming, performance verification is made, this involves testing and verifying that the installed lighting and control components (sensors, lights, switches, etc.) are working as intended.
  • Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
  • Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
  • Commissioning also includes providing documentation of the system's operation and training for building maintenance staff and end-users on how to operate and maintain the system.
  • Managed administrative functions on ConnectWise and SAP Hana.
  • Collaborated with cross-functional teams to deliver results on tight deadlines.

TECHNICAL SUPPORT ENGINEER

Conduent de Mexico
11.2020 - 10.2022
  • As technical support engineer, aided technicians through phone calls, emails and cases (Salesforce) whenever a lighting control or HVAC device was having issues.
  • I gathered all information required to access the site and performed troubleshooting to devices if needed or complete tech's requests such as changing schedules, monitoring thermostat and temperature sensors and discard any communication errors.
  • Escalated cases to different areas depending on the case.
  • Mentored junior members of the team on best practices in issue resolution techniques.
  • Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
  • Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.

HELP DESK ANALYST

AXTEL
06.2019 - 11.2020
  • Managed ticket systems through phone and emails.
  • Followed up on tickets (reports) and requests.
  • Handled Active Directory and Remote Desktop Connection.
  • Categorized and escalated incidents.
  • Logged support tickets and closed when issues were resolved.
  • Enhanced customer satisfaction by resolving technical issues promptly and accurately.
  • Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.

Education

BACHELOR'S DEGREE - Industrial engineering

Universidad Metropolitana
01.2020 - 01.2023

HIGH SCHOOL -

Universidad Del Valle De Mexico
01.2011 - 01.2014

Skills

    Lighting Controls

undefined

Software

Connectwise

SAP Hana

Salesforce

Amazon Connect

Timeline

REMOTE SERVICES ENGINEER

Conduent de Mexico
10.2022 - Current

TECHNICAL SUPPORT ENGINEER

Conduent de Mexico
11.2020 - 10.2022

BACHELOR'S DEGREE - Industrial engineering

Universidad Metropolitana
01.2020 - 01.2023

HELP DESK ANALYST

AXTEL
06.2019 - 11.2020

HIGH SCHOOL -

Universidad Del Valle De Mexico
01.2011 - 01.2014

Similar Profiles

CREATE PROFILE
SHARON CARRASCORemote Services Engineer