Josue Santiago Perez Robles

IT Help Desk Specialist

gpac

Jan 2021 - Current (5 years 7 months)

As an IT Help Desk Specialist, I provided remote software and hardware technical support to users within the organization via phone, email, and chat, effectively resolving user technical queries. I performed backups for PC upgrades, onboarded new employees by equipping them with necessary computer equipment and user accounts, and managed the offboarding process. I reported laptop and desktop warranty claims to Dell and tool failures to vendors such as Microsoft, Ring Central, Prey, Freshservice, Thinkific, and TeamViewer. Additionally, I created IT process manuals and technical documents for the IT Help Desk knowledge base, including flowcharts and process diagrams for internal use. I conducted audits of the onboarding and offboarding proce

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SAP ABAP Developer

Everis (NTT DATA)

Jan 2021

Develop ABAP applications for different modules based on client requirements, working under the SCRUM methodology. Create transport requests, database tables, Z tables, Generate ALV reports

Real Time analyst

TTEC

Jan 2021

Maintain call center operation KPIs. Monitor operations in real time. Prepare daily operational reports, including lateness, time deviations, and calls. Conduct meetings to present relevant results. Participate in a framework project for the area, compiling a list of activities to be carried out within the area, as it was a completely new department.

Representante de soporte técnico

TTEC

Jan 2016 - Jan 2021 (5 years 1 month)

Provide technical support for software and hardware via telephone to end users throughout Latin America for HP brand equipment. Resolve technical and customer service questions from end users. Generate service orders for hardware and software issues as needed. Validate proof of purchase for equipment exchanges in-store. Follow up on reported problem tickets. Sell warranty extensions. Advise customers on the correct use of HP brand equipment. Participate in the quality department by evaluating the performance of new hires and ensuring adherence to company metrics. I researched, documented, and developed several technical documents with real-time detected failures of HP equipment; these were evaluated and accepted internationally.

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Analista de Mesa de Ayuda

MC Muñoz y Asociados

Jan 2014 - Jan 2016 (2 years 1 month)

Provide technical support for financial software and hardware to all call centers in Mexico. Escalate issues to other departments: Database, Networks, Telephony, Services. Report nationwide outages to the telephone provider Telmex and prepare outage reports. Conduct functional and non-functional software testing within the company to ensure product quality.

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Inspector de calidad

Kyoshin León Industries

Jan 2013 - Jan 2014 (1 year 1 month)

Inspecting the components of car doors for the following brands: Toyota, Mazda, Nissan, and BMW. Ensuring compliance with the ISO 9001:2008 quality standard. Creating process flowcharts and maintaining daily inventories.

Josue Santiago Perez Robles

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