C
Cynthia Gisela Velázquez Horta
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Service Manager
Querétaro, Mexico
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Jobs
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- SProject Lead/Service ManagerSofttek – Girl Scouts of the USAMar 2021 - Jul 2022 (1 year 5 months)Activities: •Responsible to lead multiple teams. •Planning and estimations following agile-scrum methodology. •Daily meetings with the client to report metrics, accomplishments, highlights, and risks. •Troubleshooting and resolution of functional issues on the supported applications. •Coordinate issues/activities with other technical teams to provide resolution to end-users. Tools: Jira, Confluence, SQL Server, PowerBI, Sharepoint, Backoffice, MS Office.
- SSoftware Support EngineerSofttek – Inter-American Development BankJan 2018 - Mar 2021 (3 years 3 months)Activities: •Technical support L2 - Troubleshooting and resolution of issues on the supported applications. •Responsible for maintaining windows servers up and running. •Create and maintain support documentation in service now (Knowledge articles). •Monitoring Incidents, Work requests in service now tool, and their SLAs. •Consulting information from SQL. •Give/Remove access to critical repositories (eDocs OpenText) •SiteMinder Support (SSO) •Responsible to generate and install certificates on IIS and deploy web applications. Tools: Siteminder, IIS, ArcMap, SQL Server, Service Now, OpenText eDOcs. Operating Systems: Windows 7 – 10, Windows Server 2008 R2.
Project LeadSofttekJan 2018 - Mar 2021 (3 years 3 months)Activities: •Managing multiple teams with over 10 members each. •Change Request planning and estimations. •Onboarding process for new applications to support. o Define documentation needed, schedule KT sessions, estimate FTEs. •Monitoring SLAs tasks to be within the accepted parameters. •Monthly meetings with the client to report metrics, accomplishments, highlights, and risks. •Responsible to introduce new team members to the team and give the operative training. •Handle the communication between the team and the client. Tools: Service Now, SQL Server, PowerBI, Sharepoint, Office.- SSoftware Security AuditorSofttek – General ElectricJul 2017 - Dec 2017 (6 months)Activities: •Assessed web and client/server services applications for security threats. •Database scanning service using a higher role in database to check the compliance and find vulnerabilities running scanning tools. •Working with vulnerability scanners and hacking tools. •Generate technical and executive reports based on findings. Tools: Fiddler, Nmap, Nessus, Wireshark, SQLmap, SQL Server.
Education
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- Bachelor degreeUniversidad Tecnológica de AguascalientesJan 2015 - Jan 2017 (2 years 1 month)
- TSU Degree on : IT and TelecommunicationsUniversidad Tecnológica de AguascalientesJan 2013 - Jan 2015 (2 years 1 month)
- CHigh school degree orientedCentro de Bachillerato Tecnológico Industrial y de Servicios No. 168Jan 2009 - Jan 2012 (3 years 1 month)