Erik Rojas Herrera IT Support Specialist & Developer

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IT Support Specialist

First Brands Group

Nov 2022 - Current (3 years 8 months)

• Multichannel (phone, email, chat) and remote support: end-to-end assistance, troubleshooting of hardware, software, and connectivity incidents, with a user-experience focus and autonomous work under SLA. • Incident Management (ITSM): ticket logging, categorization, prioritization, escalation, tracking, and closure with evidence and documentation; help desk operational reports (incidents, trends, and SLA compliance). • Web application development for production line information visualization. • Software and hardware installation and configuration (Windows 10/11, Mac/iOS), network equipment, and Microsoft 365 per service requests; NAS and Veeam backups (VMs and endpoints); RAID and fault-tolerance configuration. • User account, permission,

IT Developer

Grupo Salinas

Dec 2021 - Nov 2022 (1 year)

• Responsive user interface development with React and TypeScript • API development - C# • Problem-solving mindset focused on quality, organization, and clear communication with cross-functional teams. • Understanding of the Microsoft ecosystem and cloud-based solutions (Microsoft 365, Azure) in IT contexts. • Interest in Microsoft certifications (e.g., Microsoft Certified: Azure Administrator Associate). • SonarQube management • Check Marks management • Elektra group insurance analysis • Version control with GIT • Tableau reporting

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Professional Internship

AUTOTODO MEXICANA S.A DE C.V

Dec 2021 - Nov 2022 (1 year)

• Technical support and user administration • Customer support • Ticket handling, local and remote • Preventive and corrective maintenance of computer equipment • Structured cabling

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Support Engineer

AirtexASC Performance Pumps

Nov 2019 - Dec 2021 (2 years 2 months)

• Web application development for production line information visualization • SQL-Server reporting with Power BI • Production label printing development • Loftware Labels program connection from SQL-Oracle to Oracle GUI interface • General personnel support • Windows Server 2008R2 and 2019 management (Company's own server) • VPN remote access, RDP • Active Directory management • Avaya switching (IP Telephony) • Group Policy administration • Installation and configuration of W10 operating systems • Installation, configuration and support of Microsoft 365 • NAS systems and Veeam backup for virtual machines and complete equipment • Print server administration • Handheld equipment programming • Structured cabling

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Chief Support and Systems Engineer

Vinilos y Gráficos Digitales S.A de C.V

Feb 2018 - Nov 2019 (1 year 10 months)

• Formatting and loading MAC iOS, Windows, computer equipment images. • Dashboard creation for daily sales report • ServiceDesk creation developed in PHP, JavaScript, CSS5, Bootstrap, GitHub • Interactive screen developed in .Net for customer satisfaction in Puebla Main Store • Sales area consultation page developed in .Net for customers • Special FIREBIRD SQL report administration • Supervise Windows Server 2008R2 and 2019 (Company's own server) • 13 branch administration • Analog and IP telephony nodes, internet • Web camera installation and configuration • Structured cabling • Installation and configuration of W10 operating systems • Installation, configuration and support of Microsoft 365 • Preventive and corrective PC maintenance • Inf

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Sales and Technical Support

COMERCIALIZADORA DE HERRAMIENTAS INSURGENTES DE PUEBLA

Feb 2017 - Feb 2018 (1 year 1 month)

• On-site and counter sales force • Computer equipment support • Structured cabling • Support and maintenance of inventory and billing system • Print server • Windows server 2008

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Systems and Technical Support

GRUPO SOLUCIONES AMERICA, S. DE R.L. DE C.V.

Feb 2016 - Feb 2017 (1 year 1 month)

• Responsive user interface development with React and TypeScript • Structured cabling • RADWIN Access Point • Radio Base maintenance • RADWIN Microwave installation • General technical support • Hikvision Closed Circuit installation and configuration • VPN configuration • Asterisk switching • Router and switching configuration

Erik Rojas Herrera

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