Simón Pedro Arroyo González
Eng. Electronic and Communications
Mexico,NLE
Summary
Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
GCP TECHNICAL SUPPORT REPRESENTATIVE
Infosys Ltd.
MONTERREY, NUEVO LEON
09.2023 - Current
- Resolved technical issues for customers through remote assistance and on-site troubleshooting.
- Demonstrated adaptability by staying current with industry trends and rapidly acquiring new skills as needed to support evolving business requirements.
- Used ticketing systems to manage and process support actions and requests.
- Researched product and issue resolution tactics to address customer concerns.
- Promoted efficiency among departments with prompt resolution of system issues.
- Researched and identified solutions to technical problems.
- -Response, diagnosis, resolution and tracking by phone, email and chat of Technical support queries.
- - Maintain response and resolution speed as defined by SLOs;
- - Keep high customer satisfaction scores and follow quality standards in 90% of cases.
- - Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment.
- - Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis.
- - Reactively file issue reports to Product Engineering team , build documentation, procedures, document desired behavior and/or steps to reproduce, and suggested code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution.
- - Perform community management tasks as needed by the business.
- - Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features).
- - Adhere to project timelines and create release deliverables.
- - Participate in debugging design/code issues and identify the root cause
IT SUPPORT SPECIALIST
ATOS
APODACA, NUEVO LEON
01.2020 - 01.2022
- Performing analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware errors or miss functional issues
- Working with technical expertise using specific support on automated EUEM & IT monitoring Analytics with
- Nexthink Analyze giving a clear guidance on what issues to focus or likely root causes and how to remediate them on a large end users equipment via campaigns and cli remediated possibilities at hardware, software, even users levels..
IT PROCESS ENGINEER III
JABIL CIRCUIT MEXICO
APODACA, NUEVO LEON
01.2019 - 01.2020
- Work as strategic leadership and highest level technical experience for specific methodological process at production floor
- As well involves responsibility to coordinate day-to-day operational activities focusing on change, configuration, incident and problem management, leading to service level management, service and software delivery life cycle (SDLC) and to Test Lift Cycle using Information Technology Information
- Library (ITIL) as framework
- Drive assessment, planning and authorization of changes to IT production environment
- Minimize disruption of services due to improper change implementation
- Drive identification of root cause of Incidents or their prevention
- Ensure services are stable, timely and accurate and Incidents neither occur nor recur, focusing on incident prevention
- Support all other processes providing accurate data related to production environment, elements (configuration items) that make it and their relationship
- Establish effective relationship within IT organizations CT to understand and interpret process requirements and ensure efficient integration and optimal results for process definition
- Provide strategic leadership and highest level technical experience for specific methodologies implementation
- Evaluate how future methodologies affect current and future business strategies and practices
- Lead design and implementation of processes and methodology to ensure cost efficient, timely and effective services that support corporate business strategy
- Drive efficiency and effectiveness of process of responsibility and ensure that process participants consistently follow process standards, policies, business roles and procedures
- Maintain concise process management documentation and ensure process information repository is complete and accurate
- Oversee day-to-day administration and operation of process responsibilities and associated tools (Global or Regions level as assigned), facilitates or chairs process-related meetings
- Define process controls and ensure are monitored and in compliance with audit requirements ad compliance programs (e.g Sarbanes-Oxley)
- Communicate regularly with upper level management to assess status of implemented methodology and define steps for improvement
- Lead teams on process and tool improvement initiatives across the IT organization involved in service & product delivery; define quarterly process objectives
- Ensure Customer Satisfaction with utilization and results of process
- Developed process training material, conduct training section and practical and technical consulting and mentoring on process utilization
- Participated in exchange of ideas and information within department
- Organized verbal and written ideas clearly and use an appropriate business style
- Provided regular updates to appropriate managers
- Identify creative ways to reduce cost by streamlining processes and systems (i.e Modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re- engineering of processes and systems)
- Drive continuous improvement through trend reporting analysis and metrics management
- Assure that procedures and work instructions are efficient and not redundant
- Offer new ideas and suggestions for improvement
- Identify and implement new practices and processes that are “best in field”
- Demonstrate a commitment to customer service; anticipate, meet and exceed expectations by solving problems quickly and effectively; making customer issues a priority
- Confer with reporting manager on complex or unusual situations
- Establish new measurement systems if/where possible
- Exchange knowledge and information with other facilities to ensure best practices are shared throughout organization to all administrative level to improve best practices on it
- Ensure 100% adherence to all company policies and procedures (i.e Health, Safety and Quality)
- Maintain discretion and confidentiality in all areas pertaining to data and proprietary information, whether internal to or customer specific
- Interpret variety of instructions furnished in written, oral, diagram or schedule form
- Maintain discretion and confidentiality in all areas pertaining to IT systems
- Understand and embrace business and IT strategic direction
- Adhere to all safety and health rules and regulations associated with this position and as directed by supervisor.
IT FIELD SUPPORT
ENGINEERING, NORMA GROUP
APODACA, NUEVO LEON
01.2015 - 01.2019
- Maintain continuous and efficient operation of the IT Process
- Guarantee the security of the information in the network with its corresponding support
- Ensure that the operation procedures are kept up to date
- Monitoring the servers and their components using established tools and procedures
- Provide first level support to users and seek compliance with area indicators
- Generate reports of established area indicators
- Maintain continuous and efficient operation of Windows application and servers
- Guarantee the security of the information in the network with its corresponding support
- Provide formal training, advice and 2nd level support to operators and support engineers, as applicable
- Elaboration of indicators of continuity and quality of systems and services
- Exploration of new applicable technologies and feasibility analysis of implementation and use
- Ensure proper maintenance and operation of the data center and its components
- Prepare and give primary support via phone to engineering regarding the production live services.
INFRASTRUCTURE MANAGEMENT ANALYST
XEROX
01.2013 - 01.2015
- Provide remote support to servers that host applications and diverse services
- Provide the changing process management on the replacement of old equipment and establish the new equipment for live operation
- Ensure that the guarantee support and maintenance contract on site was always up to date for anything that could fail
- Prepare and give primary support via phone to engineering regarding the production live services
- Maintain
- Large Complex infrastructure, including multiple environments, servers, clusters, configuration, security and deployments on a daily basis, experience with installation and configuration of windows servers and clusters, experience with troubleshooting of error logs from servers based on windows environment windows 2003, 2008r2, 2012 support, manage and installations from scratch using a help desk management system
- Track statistics on issue and problem resolution.
IT LOCAL SUPPORT TECHNICIAN
XEROX
01.2011 - 01.2013
- Responsible for supporting the day-to-day delivery of the CMDB services
- Encompass the planning, designing, implementation, communication, adoption, execution and improvement of ITIL based on the Configuration Management services, policies, processes and procedures
- Responsible for maintaining the accuracy and control over the Configuration Items (CIs) and their inter-relationships within the Configuration Management System (CMS)
- Experience with Automated Discovery tools and understanding and troubleshooting error logs
- Assist IT personnel in performing troubleshoot with their local tools to work on their systems
- Responsible for all configuration/asset management activities including: Management and Planning,
- CI identification, Configuration Control, Configuration Status Accounting and Configuration
- Verification & Audit
- All CI’s under Change Control
- Ensure all CIs in the CMDB are accurately identified, discovered and registered
- Interface with other support organizations to ensure the effective use of the CMDB
- Create reports and analyze the CMDB’s/Asset accuracy
- Ensure that CI Owners and SOR Owners maintain adequate Configuration Management /Asset process disciplines and systems for the CIs they own (SOR Maturity Model compliance.)
- Ensure authorized procedures and work practices are followed
- Maintain and recommend improvements to facilitate effective use and integrity of the CMDB
- Active participation in the on-going evaluation of the Configuration Management process
- Plan and execute Configuration Audits
- Provide comprehensive responses to Verification Audit requests
- Increase overall awareness of configuration management/Asset processes to wider IT community.
IT LOCAL SUPPORT TECHNICIAN
ACS
01.2009 - 01.2011
- Help to Identify opportunities to better govern Service Management processes through Continual Service
- Improvement (CSI)
- Assist in Maintain and develop configuration management standards plans and procedures (IO Data Centers and Microsoft cloud)
- Help to implement configuration management maturity model and roadmap, perform configuration/asset (CMDB) audits partnering with Change Management Manager
- Ensure the asset/configuration management methods and processes are properly approved and communicated to staff before being implemented
- Partner with the Infrastructure and Tools teams in monitoring the performance and capacity of existing configuration management systems (CMDB) and recommend improvement opportunities and undertakes standard housekeeping and fine tuning under change control
- Manage to, collect, produce and report on configuration management metrics, KPI's and dashboard elements.
Education
Engineer - Electronics and Communications
Facultad de Engeniaria Mecanica y ELectrica
San Nicolás de los Garza, NLE 08.2009 - 06.2014
Skills
TECHNICAL KNOWLEDGE
Wireless area networking
Technical equipment inspection
Complaint resolution
Operating system management
Windows 10
Customer service expert
Microsoft Office Specialist (MOS) Expert
Technical Support
User credential management
Ticket support system management
PC component diagnostics
Videoconferencing
Wide-area Networks
Issue troubleshooting
TCP/IP
Network diagnostics
Desktop support
Technical issues analysis
Software diagnosis
Hardware upgrades
Mobile device management
Backup and recovery
Languages
English
Advanced (C1)
Timeline
GCP TECHNICAL SUPPORT REPRESENTATIVE
Infosys Ltd.
09.2023 - Current
IT SUPPORT SPECIALIST
ATOS
01.2020 - 01.2022
IT PROCESS ENGINEER III
JABIL CIRCUIT MEXICO
01.2019 - 01.2020
IT FIELD SUPPORT
ENGINEERING, NORMA GROUP
01.2015 - 01.2019
INFRASTRUCTURE MANAGEMENT ANALYST
XEROX
01.2013 - 01.2015
IT LOCAL SUPPORT TECHNICIAN
XEROX
01.2011 - 01.2013
Engineer - Electronics and Communications
Facultad de Engeniaria Mecanica y ELectrica
08.2009 - 06.2014
IT LOCAL SUPPORT TECHNICIAN
ACS
01.2009 - 01.2011