Brian Ismael González Macías

Operations Associate

Guadalajara, Jalisco, Mexico6 yrs 9 mos experience

Most Likely To Switch

Key Highlights

Over 10 years of IT support experience
Proficient in ServiceNow and Salesforce
Strong troubleshooting and analytical skills

Stackforce AI infers this person is a Technical Support Specialist with extensive experience in IT operations and service management.

Contact

brian.gonzalez3824@gmail.com LinkedIn

Skills

Core Skills

Technical SupportIt OperationsIt Service ManagementData AnalysisSalesforce AdministrationService DeskCustomer ServiceTroubleshooting

Other Skills

ServiceNowActive DirectoryRemote DesktopOffice 365SalesforceIntuneVPNMicrosoft OfficeMicrosoft ExcelPowershellCommunicationMicrosoft OutlookEnterprise DirectoriesJiraIT coordinator

About

I'm a proactive person, oriented to objectives and willing to grow. I have work as a service desk associate for different brands in the technical and analyst area for the last 10 years. I have experience with SERVICE NOW, SERVICE DESK (JIRA system), ACTIVE DIRECTORY, REMOTE DESKTOP, OFFICE 365, SALESFORCE, INTUNE, ENTRA, PROCUREMENT TASKS, ARIBA, VPN (Global Protect, Cisco, Ivanti), MICROSOFT OFFICE and CUSTOMER SUPPORT on-site and remotely.

Experience

6 yrs 9 mos

Total Experience

1 yr 3 mos

Average Tenure

2 yrs 1 mo

Current Experience

Synopsys inc

IT Support associate

May 2024 – Present · 2 yrs 1 mo · Guadalajara, Mexico Metropolitan Area

Help with ongoing project and site activities at Synopsys Zapopan Office
Provide technical support to local and remote employees for hardware and software issues on their laptops and mobile devices.
Assist in the IT asset life cycle refresh process for new hires and existing employees, including imaging, configuring, and migrating to a new system.
Maintain passwords, data integrity, and file system security for the desktop environment.
Support new hire experience through weekly meetings and presentations.
Travel, as needed, to support field site projects.
Assists in maintaining network equipment, phones, and teleconference equipment, including tracking of assets, inventorying, retiring, and disposing of IT assets.
Assists other teams within the Information Technology organization with the support of their projects, hardware, and software
Assists in the support of the computer room and data center operations.
Document troubleshooting and communications in a ticket system and meet relevant ticket SLAs based on the ticket priority.

ServiceNowTechnical SupportActive DirectoryRemote DesktopOffice 365Salesforce+4

Luxoft

IT coordinator

Sep 2022 – Dec 2023 · 1 yr 3 mos · Guadalajara, Jalisco, Mexico

Creation and assignment of tasks in the service desk system.
Performing tasks within the SD system
Advising employees on requests that have been risen, receiving phone calls and processing mails
Studying and conduct monitoring in the SD system
Monitoring and manage the progress of aplicaciones. Clarifying the progress of the solution from the engineers of the 1st-2nd line of support, interaction with the engineers of the Service Desk system.

Microsoft ExcelPowershellCommunicationMicrosoft OutlookEnterprise DirectoriesServiceNow+5

Compucom

Service Desk Tech II

Apr 2022 – Sep 2022 · 5 mos · Guadalajara, Mexico Metropolitan Area

Working tickets from L2
Technical troubleshooting and diagnostic of equipment (printers, phones, computers, etc.)
Task managements and backlog
Handling chats and emails.
Multitask

IT Service Management

Kelly

Order Processor

Jan 2022 – Oct 2022 · 9 mos · Guadalajara, Mexico Metropolitan Area

Review of applications from new hires.
Tracking the candidate's information in the salesforce system as well as in the kelly system.
Analyze and paraphrase the customer needs so we meet the expectations in a established date.
Follow up to the candidates application.
Data entry and excel handler for audit forms.
Data analysis

Remote DesktopMicrosoft OfficeSalesforce.com AdministrationSalesforce.comMicrosoft ExcelAccount Management+5

Tata consultancy services

Service Desk Specialist

Mar 2021 – Mar 2022 · 1 yr · Guadalajara, Jalisco, Mexico

Taking calls regarding technical issues with printers, pin pad devices, and tech related to a brand that works with shoes. Currently I’m working from home and in my short time working here I earned the trust of my colleagues searching and getting the info by myself in order to give a resolution to customers, working with passwords, command prompt and active directory.

Remote DesktopData EntryTechnical SupportData AnalysisTroubleshootingIT Service Management+3

Ntt data services

Senior Help Desk

Apr 2019 – Apr 2021 · 2 yrs

Customer Service
Password management for different applications such as: Oracle, eagle, prism, taleo, etc.
Assist to users 24/7 with their VPN's or any hardware/software issue related.
Ticket submissions, escalations and data analyst.
Problem solving.
Floor support to new hires
Strong troubleshooting
Great communication between colleagues and users having issues.
Achievements
Raise from grade 4 to grade 5 in less than 5 months.
Work from home.
Helping my managers with reports needed.
Handle 2 projects at the same time.