Richard Chimal

University Professor

Universidad Modelo

Aug 2024 - Current (1 year 10 months)

IT Operations Lead

WorldStrides

Mar 2024 - Current (2 years 3 months)

Supervise day-to-day operations of team of 7+ Help Desk analysts in a call center environment consistently drive first resolution rates and overall customer satisfaction. Work closely with IT leadership to provide monthly reporting on all established Key Performance Indictors (KPIs), including other ticket and call volume as needed. Also routinely monitor recorded calls, review survey data and help remediate customer service complaints. Actively monitor ticket SLAs, agent availability in real-time and ensure the team is meeting expectations set by the business. Participate in Major Incident, Problem, and Change processes including tracking, documentation, reporting, and facilitating all applicable communications surrounding established proc

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Service Desk Analyst III /Jr. Sysadmin

Jul 2022 - Feb 2024 (1 year 8 months)

Provide End-User Tier III Support (Remote & On-site). Work with Network Admins to troubleshoot isolated network issues Serve as a SME for a particular platform or service within the department.

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Contractor

Cobber

Jan 2022 - Sep 2023 (1 year 9 months)

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Network Operations Center Team Lead

Jul 2020 - Jul 2022 (2 years 1 month)

Supervise day-to-day operations of a team of 6+ Network Operations Engineers. Oversee internal ITIL process including tracking, documentation, reporting.

University Professor

Universidad Modelo

Jan 2020 - Aug 2022 (2 years 8 months)

IT Operations Engineer

WorldStrides

Jan 2019 - Jul 2020 (1 year 7 months)

Tech support on a call center environment to employees. Support both remote and local users (Help/ Service Desk). This includes support to Windows 10, Citrix, Dell Hardware, Apple hardware, Canon & Konica Minolta printers and Microsoft Office Suite. Create, edit and delete accounts on Active Directory, MS Admin Center, MS Exchange and On-Premises.

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Specialist Engineer

IKTANSOFT

Dec 2018 - May 2019 (6 months)

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Sales Assistant/ Production Supervisor

Tracto Servicios Peninsulares S.A. de C.V

Jun 2018 - Jan 2019 (8 months)

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Technical Engineering Support

IDW Industrial

Nov 2017 - Jun 2018 (8 months)

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