Luis Fernando Montes

IT Specialist

Accenture México

Jun 2024 - Current (2 years 2 months)

My responsibilities in this role were: -Work as part of the Service Desk Team to ensure that the performance of the team achieves the defined performance targets (SLAs and KPIs). -L1/L2 incident management -Manage Troubleshooting calls. -Highly skilled in all aspects of Incident Management -Highly skilled in all helping end user's solve a problem. • 5+ years of experience on Active Directory, Service Now, analysis and implementation using Microsoft Technologies for enterprise applications

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IT Support Specialist

KODAK MEXICO

Jan 2024 - Jun 2024 (6 months)

Responsible for providing first and second level assistance to the Kodak employees from Mexico and USA for help the user's to resolve IT issues doing basic trouble shoot, like password reset using Active Directory or Microsoft Azure, following the knowledge base article, after follow the Kb's if I cannot resolve the issue and it is necessary, I can made a remote sessions with the end users using quick assist or Microsoft teams for try resolve the issues but if this actions not resolve the IT issues, I proceed to open a INC for the end user's using internal ticket system and escalate this to the correct resolver group.

IT Support Specialist/Service Now

DYOPATH

Aug 2023 - Oct 2023 (3 months)

Responsible for providing first and second level assistance to the end user for Ameren Corporation for help the user's to resolve IT issues doing basic trouble shoot, like password reset using Active Directory or Microsoft Azure, following the knowledge base article on service now, after follow the Kb's if cannot resolve the issue and it is necessary, I can made a remote sessions with the end users using Logmein123 for try resolve the issues but if this actions not resolve the IT issues I proceed to open a INC for the end user's using different ticket system like Remedy

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Technology Services Administrator

UST Global de Mexico

Jun 2021 - Feb 2022 (9 months)

Responsible for providing first and second level assistance to the end user for Life Point Health (Nurses, employees, Dr or contractors) for made basic trouble shoot, like password reset using AD or Microsoft Azure, following the knowledge base article on service now, after follow the Kb's if cannot resolve the issue and it is necessary I proceed to open a INC for the end user's and escalate to the correct resolver group, use different ticket system like Remedy, Footprints, Service Now also made remote sessions with the end users using Beyond Trust Remote Assistance for first call resolution issues

Desktop Support Specialist

Wipro Limited

Jan 2021 - Aug 2021 (8 months)

Responsible for providing first level assistance (incoming calls) to the end user for Citi Banamex for Latin America, South America, for made basic trouble shoot, level 1 assistance, following the knowledge base article on service now, after follow the Kb's If cannot resolve the issue for the end user, I proceed to open a INC and escalate to the correct resolver group, use different ticket system like Remedy, Footprints, Service Now also made remote sessions with the end users for first call resolution issues [IMAGE]

Luis Fernando Montes

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