Jose de Jesus Gomez Soriano

Jose de Jesus Gomez Soriano  new_releases

About

Detail

Level 1 Cloud Support Engineer
Aguascalientes, Mexico
Contact Jose regarding: 
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Full-time jobs
Starting at USD40k/year
Flexible work
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Timeline

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Education

Résumé

Jobs verified_user 0% verified
  • Mission Cloud
    Level 1 Cloud Support Engineer public Remote experience
    Mission Cloud
    Apr 2023 - Current (3 years 7 months)
    As a Cloud Service Desk Engineer I am accountable for being the first point contact for customers calling in reporting issues with their AWS cloud infrastructure. In case there is an underlying AWS issue we contact AWS Support and serve as a middle man between our customer and AWS. We also monitor alerts for CPU/Server memory, disk space, CS/EKS tasks running and much much more to ensure that action is taken upon the received alert for our customers infrastructure Integrations with New Relic and EC2, EKS, ECS, EMR, RDS, etc.).
    We work with tools such as…
    ● New Relic - Infra monitoring
    ● Crowdstrike
    ● ITGlue
    ● Service Now - ITSM
    ● AWS (ec2, S3, CF, rds,etc)
    ● Slack
    ● Linux and Windows based OS.
  • Z
    Service Desk Manager
    Zensar an RPG Company
    Feb 2021 - Apr 2022 (1 year 3 months)
    City: Aguascalientes, Ags Role: Service Desk Manager From-To: 02/27/2021 to Current Job Functional Experience: Manage ServiceDesk Support channels (phone/chat/email) to maintain optimum service levels. Manage and understand all ServiceDesk tools and processes. Provide support regarding Hardware / Networking/ Operating System and other related technical issues. Determine and ensure Service Desk Deliverables and KPI's, Achieve Service Levels. Provide support to ServiceDesk engineers (ensure job aids and required access is granted). Monitor agents, call flow, ticket flow, backlog, etc. Weekly and monthly governance sessions with SD team to ensure quality and alignment. Weekly and monthly sessions with client to review metrics. Ensure that clie
  • Capgemini
    Service Delivery Lead (Level 1
    Capgemini
    Jan 2021 - Feb 2022 (1 year 2 months)
    City: Aguascalientes, Ags Role: Service Delivery Lead (Level 1 and 1.5) Multiple Clients. From-To: 01/01/2021 to 02/27/2022 Functional Experience: As Service Delivery Lead for a Service Desk and Monitoring team I am the primary POC for escalations, inquiries, doubts in regarding with the Service. My Job is to ensure that the SLA´s and KPI´s to reach OLA´s are met. Additionally, I oversee continuous improvement initiatives within the different service´s as well as detecting opportunities for automation and generating savings down the path. The service was based on both ITILv4 and USM (Unified Service Management) Which is an internal company service management guide to ensure service quality and that the customer´s requested value was met by
  • Capgemini
    SAP Service Desk Capgemini Team Lead
    Capgemini
    Jan 2020 - Jan 2021 (1 year 1 month)
    From-To: 01/01/2020 to 01/01/2021 Functional Experience: As the Lead for a global SAP Service Desk, I am the primary contact for Spanish and English speakers for Escalations. My job was to ensure that my Team was well prepared for the support knowing the business objectives. Daily I reviewed the backlog as an Incident manager for the SLA´s had to be monitored as contractual obligations were set. Metric monitoring such as calls, backlog, incidents, requests, continual improvement proposals, projects and more were monitored daily. Finally, savings were part of the job as well as automation to generate more value for the client. 1. Team Training´s, Growth, and motivation. 2. Knowledge management 3. Incident management 4. KPI, SLA and OLA manag
  • Capgemini
    Service Desk Capgemini Group IT Team Lead
    Capgemini
    Jan 2017 - Apr 2017 (4 months)
    City: Aguascalientes, Ags Position: Service Desk Capgemini Group IT Team Lead Start Date: 04/28/2017 End Date: 01/01/2020 Functional Experience: As a leader, my duties are to ensure that operations comply with the OLA´s, SLA´s, KPI´s established by the stakeholder. This includes team management, schedule management, training, etc. Apart from operations, I also send monthly open ticket reports with an analysis of areas of opportunity to improve the service. As an agent.
    ●As part of the IT SD group, I am the main contact for Spanish and English speakers. I perform an initial TBS for most of the applications that are inside the Office package, PC problems (antivirus, updates, SW installation, etc.) Other coworkers and I had other level 2
  • Softtek
    End User L2 Support Engineer
    Softtek
    Aug 2016 - Apr 2017 (9 months)
    City: Aguascalientes, Ags Role: End User L2 Support Engineer From-To: 08/29/2016 - 04/14/2017 Functional Experience: I assisted end users with IM (instant messaging, I mainly focused on Skype for business) applications for communication. I had direct contact with the app vendors and assisted with a migration of skype for business Trouble shooting. I was trained to read skype for business logs. I know how to trouble shoot cisco jabber. And the jabber video services with telepresence integration. I also assisted with digital signage assigning channels and privileges for dmp´s. I assisted with WebEx meeting errors and troubleshooting for WebEx. Tools: Lync connectivity analyzer, Snooper for skype for business, jabber, skype for business, WebEx
  • Linguatec, Language Center
    English Teacher
    Linguatec, Language Center
    Jan 2016 - Aug 2016 (8 months)
    City: Aguascalientes, Ags Role: English Teacher From-To: January 2016 to August 29th, 2016 Functional Experience: I was an English teacher focused on teaching small groups of ten students. I am a Certified Cambridge teacher with, and level 3 band and I focused specifically on accelerated learning which focuses on the different ways that a student can learn. Tools: Didactic material, tv, computers. White boards, 2 years English teacher 7.Company: Teleperformance City: Aguascalientes, Ags Role: NE Billing Agent January 2015 August 29th, 2015 Functional Experience: I was a customer service agent for billing services as well as sales. I provided billing in
Education verified_user 0% verified
  • C
    High School Diploma
    Cbtis 168 Colinas
    Jan 2011 - Jan 2014 (3 years 1 month)