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IT Support & Service Management Specialist with 8+ years in Telecom & Retail
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Competencies
Extensive experience administering ServiceNow, Jira, and HelpDesk platforms for service delivery and workflow management.
Applied ITIL standards in incident, request, and change management, optimizing IT service processes across organizations.
Supported VoIP, Cisco, and Meraki network infrastructure, including system implementation and vendor coordination.
Maintained technical documentation with Confluence and supported system operations for diverse client environments.
Proficient in Java, C#, C++, and SQL for supporting system integrations and data management tasks.
Languages
Summary
Experienced IT Support Engineer and ITSM Operations Lead with over 8 years in telecom, retail, and support environments. Skilled in incident management, telecom systems, network support, and documentation. Adept at applying ITIL, Agile, and Scrum methodologies to optimize IT services and...
Key Achievements
- Led ITSM operations at Alliance Air Products, improving incident, request, and change management processes.
- Managed Telecom ticket workflows and system changes at Confie, supporting operational efficiency.
- Supported IT operations for retail chains, including store system readiness and vendor management at Cadena Comercial OXXO.
Experience
IT Support Engineer / ITSM Operations Lead
Lead ITSM operational activities focused on incident, request, and change management., Manage HelpDesk ticket lifecycle, ensuring resolution within SLA targets., Support and implement telecom routing configurations, improving service efficiency and call flow performance., Coordinate IT tasks across...
Phone System Administrator / ITSM Specialist
Administered ITSM-related telecom services for a Shared Services Center environment., Managed Telecom tickets using structured workflows aligned with ITSM best practices., Implemented routing and system changes, coordinating with stakeholders and technical teams., Created and maintained technical...
IT Support Specialist
Delivered Level 1 IT support for a multi-branch retail organization., Managed incidents and service requests through a HelpDesk platform., Ensured SLA compliance through continuous monitoring and communication with stakeholders., Coordinated escalations to Level 2 and Level 3 support teams.,...
IT Support Specialist
Supported IT operations for one of the largest retail chains in LATAM., Coordinated IT activities related to new store openings, system readiness, and vendor management., Installed and validated Cisco and Meraki network equipment., Supervised service providers and ensured service delivery...
General Coordinator
Oversaw campus operations, including IT systems and vendor coordination., Managed system functionality and supported incident resolution., Led user training and system adoption initiatives.