Luis Iniguez
Customer Service Engineer at World Wide TechServices- Claim this Profile
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Bio
Credentials
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Dell Client Foundations 2021
Dell TechnologiesMar, 2022- Nov, 2024
Experience
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World Wide TechServices
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IT Services and IT Consulting
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100 - 200 Employee
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Customer Service Engineer
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Aug 2021 - Present
Provide the first line of support for users through incidents reported to the Helpdesk Ticketing System (Servicenow).Reparation of a variety of technology-based products typically associated with an end-user computing environment.Execute basic and moderately complex troubleshooting and repair activities; these include, but are not limited to, PCs, desktops, laptops, tablets, and printers.Extend vital support to client-identified VIPs.Fulfill change management requests focusing on the installation of new PC equipment, providing end-user desk side support and other related activities.Carry out, install, move, add or change (IMAC) activities.Responsible for all assigned deskside support activities, and consistently outstanding technical and professional services skills.Meet established customer service satisfaction levels, as well as other operational and customer service metrics as outlined.Engage in pro-active communication with end-users and service desk personnel regarding arrival times, repair time estimates, repair status.Comply with and exhibit a comprehensive understanding of all documented service operations policies and procedures.Accountable for a wide range of tech solutions, including computer migration, BSOD troubleshooting, software patch installation, workstation set-up, file recover, user profile rebuilding, and remote users.Active Directory object management: users, computers in coordination with different Level Support Teams.Work with a variety of software and hardware, including O365, Cisco Any Connect, Zscaler, SCCM and Zebra printer support.Create and coordinated Dell Service Request to replace computer parts.
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SUB IT MANAGER
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Jan 2012 - Oct 2016
Administration of the TI Department,Involvement in strategic decision making which affect the IT area, in order to align businessobjectives to IT resources.Coordinate and control the fulfillment of ITIL norms regarding communication between the ITdepartment and other areas of the company.Define and reach consensus regarding the company‘ s security standards.Define and execute the IT department budget.Coordinate and control IT department performance.Assessment of the fulfillment of the IT department‘ s assigned tasks.Assessment and management of SLA agreements and contracts with providersAssessment of new hardware, software, and communication trends.Coordinate and manage the implementation of new technological projects.Organize and safeguard human resources.I was appointed as CNC for the Oracle JD Edwards implementation projectTranslated business goals, feature concepts and customer needs into prioritized productrequirements and use cases.Maintained and monitored the server room, the wireless network and other serverinfrastructure.Set up staff workstations with PCs, Macs, phones and laptops.Delivered on-site IT and AV technical support for 6 staff.Led the development team that created the web and mobile user interfaces SIGN Mobile.Translated technical specifications into detailed product requirements.Maintained audiovisual equipment, including overhead projectors, laptops and videoconferencing equipment.
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INFRAESTRUCTURA OPERATION MANAGER
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Jan 2008 - Dec 2011
Maintained and monitored the server room, the wireless network and other serverinfrastructure.Set up staff workstations with PCs, Macs, phones and laptops.Led communication with stakeholders regarding product goals and progress made.Translated technical specifications into detailed product requirements.Tested and implemented new technology-based global projects such as JD Edwards.Coached and mentored 3 new staff members, including conducting performance reviews.Maintained audiovisual equipment, including overhead projectors, laptops and videoconferencing equipment.Set-up and administration of software in diverse operating systems: Windows, Unix, Vmware.Management Server virtualization-VmwareManagement Desktop virtualization-Vmware Management and log the BackupsSet-up and administration of communication equipmentSet-up and administration of communication networksSet-up and administration of collaboration software(video-conferencing, email, file- share, etc.)Set-up and administration of security software(DLP)Assessment, implementation, set-up and administration of diverse, update software and tools:security, digitalization, filtering, and access control.
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SOFTWARE DEVELOPER ENGINEER
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Mar 2000 - Dec 2007
Wrote maintainable and extensible code in a team environment. Implemented designs, including experimentation and multiple iterations. Modified existing software to correct errors, upgrade interfaces and improve performance. Stored, retrieved and manipulated data for close analysis of system capabilities. Rapidly prototyped new capabilities to confirm feasibility. Directed software design and development while remaining focused on client needs Software quality control Set-up and administration of software in diverse operating systems: Windows, Unix, Set-up and administration of communication equipment Set-up and administration of communication networks
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SOFTWARE DEVELOPER ENGINEER
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Mar 1996 - Mar 2000
App development.Software quality controlSet-up and administration of software in diverse operating systems: Windows, Unix,Set-up and administration of communication equipmentSet-up and administration of communication networksPart of the implementation team for BASIS II Software, world-wide standard of “The Coca ColaCompany“ – Cuenca, EcuadorSet-up and administration of collaboration software (email, file-share, etc.)Leader of the implementation team for BASIS II Software, world-wide standard of “The CocaCola Company“ – Machala, Ecuador.Leader of the implementation team for BASIS PC Software, world-wide standard of “The CocaCola Company“ – Cañar, Huaquillas, Loja, Ecuador.Information (IT) CoordinatorInformation exploitationSales statistics developmentSales prognosis developmentInformation Analysis
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Education
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2019 - 2021
Interactive College of Technology-Chamblee
Diploma of Education, English as a second Language -
2000 - 2004
Universidad del Azuay
SYSTEM ENGINEER / COMPUTER SCIENCE, Computer and Information Sciences and Support Services -
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Colegio Tecnico Salesiano
High School Graduate, Electrical Engineering Technologies/Technicians -
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Universidad del Azuay
SYSTEM ANALYSIS GRADUATE: COMPUTER SCIENCE
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