Victor Adan Castro Lopez
Queretaro
Summary
Astute Service desk analyst with proven ability to analyze, diagnose and manage costumer issues through alert monitoring and ticketing platforms. Experienced in providing support to customers and resolving complex issues.
Overview
11
11
years of professional experience
Work History
Service Desk Analyst
Ericsson
09.2014 - 07.2023
- Responded to operational issues with our customer's network, engaging different support teams and vendors in order to restore service to end customers.
- Addressed customer issues and outages, deciding when to escalate problems to specialist team members.
- Engaged in customer interactions via telephone, chat and email platforms.
- Resolved customer's issues by utilizing ticket platforms and different monitoring tools, escalating issues to field technicians if needed.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Attended weekly monthly meetings to enhance service knowledge and gain insight into beneficial issue resolution strategies.
- Collaborated with different support support teams located in different locations accross the world.
IT Intern
Conagra Foods
09.2012 - 05.2013
- Supported IT department in handling technology rollout and maintenance (preventive and corrective), handling day to day end user issues.
Education
Bachelor of Science - Information Technology
Universidad De Leon
Irapuato, Gto.09.2012
Skills
- Collaborative team player
- Ticket tracking and documentation
- Alarm Monitoring
- Microsoft Windows and Office
- Communicating with customers through different platforms (email, messages, phone)
- Creative Issue Resolution
Accomplishments
- Experiencia profesional
- NOC Agent en Ericsson agosto 2014 - julio 2023 -Soporte a empresas de telecomunicaciones en América Latina
- Monitoreo de alarmas -Escalacion de fallas a equipo de soporte correspondiente
- Manejo de tickets
- Soporte Tecnico en Conagra Foods Mexico, S.A
- De C.V
- Octubre 2013 - marzo 2014
- Soporte tecnico a usuarios dentro de la planta
- Soporte Tecnico en ITESI abril 2013 - septiembre 2013
- Practicas profesionales: Mantenimiento correctivo y preventivo a equipos en la institución
- Objetivo profesional
- Puesto: Licenciado en Informática Administrativa 4 años de experiencia
- Salario mensual deseado: $18,500
- Desarrollar mis habilidades aun mas y crecer dentro de la empresa
- Rea de especialidad
- Informática, Soporte técnico
- Habilidades
- OSS, Macros en Excel, BTS, Visual Basic, Soporte, Seguimiento de tickets, Putty, Nagios, Grafana, NOC
- Alert monitoring, citrix xenapp
Languages
English
Advanced (C1)
Timeline
Service Desk Analyst
Ericsson
09.2014 - 07.2023
IT Intern
Conagra Foods
09.2012 - 05.2013
Bachelor of Science - Information Technology
Universidad De Leon
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