Experience

POS Nation

• United States
• Software Development
• 1 - 100 Employee

• Senior Technical Support Specialist

  • Aug 2022 - Present

  Technical Support specialist Tier 3 Technical Support specialist Tier 3



IT Retail

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Specialist

  • Aug 2020 - Aug 2022



HP

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Regional Asset Manager

  • Oct 2018 - Feb 2020

  Escalation Manager – Asset manager.Company: HP INC.2018 - 2020 GLOBAL POSITION (America, Asia, Europe)Global team IT direct support that provides Global service (L2):• Systemic issues, targeted improvement projects.• Major Incident management.• Tools & App testing.• End to End support process definition.• Asset management / ownership.• Key Performance Measurements and Indicators owner.• Escalation Manager, direct communication with IT and Stakeholders, follow up of Issues and root cause analysis. Show less

• User Support Team & eBusiness Support Team.

  • Jan 2015 - Oct 2018

  Working as a Team Lead for the new created AMS User Support team and AMS eBusiness Support group, both teams were under my supervision, I was the main contact for escalations. I also did the Testing when new patches and upgrades of HP internal apps and software were schedule. Provide training and developing Work Instructions to the business teams regarding the updates done to the internal apps and software.• Manage AMS team extended service to 3 world regions America, Europe, Asia.• Ticket service queues administration.• Trainer of business teams from different regions.• Testing for new tools directly with IT, MTPs and new updates for internal tools. Show less

• HEWLETT – PACKARD AND HP INC. EBUSINESS SUPPORT TEAM LEADER

  • Jan 2010 - Jan 2015

  Supervisor of eBusiness Support team, Deliver the team metrics to managers and stakeholders, deliver graphics and statistics to management of phone customer support service, manage the ebusinesssupport@hp.com mailbox, hundreds of emails were received per month from External customers of different segments, SMB customers, Software Deport Customers, Corporate Customers, Public Sector Customers, HP Partners.I administrated Ticket service queues, creation of new queues, add employees to specific queues, create templates for specific tickets, remove abandoned queues, I distributed the workload between the team, managed all escalations by creating war room with IT, and engage all the IT Teams involved in specific issues, close relationship with different IT Teams members, prioritize tickets depending on impact of users or economic impact, schedule team meetings, created sharepoints with recurrent issues and solutions, sharing best practices among the team and also from other teams, I provided Trainings for the team and new joiners, I also provided cross training with other teams that interacted with us, e-Business Specialist, EBusiness Consultants, and Public sector teams. I was in contact with the business owners and IT owners of the HP apps and software. Key Achievements: • I created the project to merge the Back Office and Front Office all in one team, improved the quality of service was above 95% Service Level Agreement. • I created the Work Instructions for the eBusiness support process, updating the information and documenting all the changes including video training.• Turn Around Time was improved in 50%.• Number of tickets resolved above expectations Show less



Freelance, self-employed

• Guadalajara y alrededores, México

• SPECIALIST TECHNICIAN / COMPUTER EQUIPMENT SERVICES

  • Jan 2005 - Jan 2010

  Computer equipment repair and computer tech solved. Skilled for problem solving by executing high quality repairs. I´m qualified to repair PC equipment and offer adequate technical advice to prevent future problems and prolong the life of the equipment. Key Achievements: • Expert in Hardware Knowledge. • BIOS configuration. • Overclocking expert for High-end hardware. • Drivers for hardware installation. • X86 / X64 PC Architecture knowledge. • Software configuration. • Software / Hardware Installation. • System assembly / disassembly. • Repair of fallen systems. • Software update and scanning for viruses and removal. • Data integrity. Show less