David Mota
@davidmota
I support enterprise users across IT service desk, finance platforms, and customer operations.
MexicoWhat I'm looking for
I'm currently supporting Southwest Airlines personnel through Softtek as an L1 Service Desk Analyst, resolving access, account, Windows, macOS, mobile device, server, and flight-service application issues through chat.
Previously at Ellucian, I supported the Colleague Finance platform for U.S. colleges, testing, debugging, and implementing updates across General Ledger, Procurement, Accounts Payable, and payment processing. I worked with ServiceNow, SaaS frameworks, Microsoft SQL Server, and Unidata while documenting defects and investigating log-file errors.
I've also delivered L3 support for UPS iShip, corporate technical support for Aetna/CVS Pharmacy, and business process support for GE Capital buyers across the Americas and EMEA. I bring experience leading meetings, managing priority issues and outages, supporting escalations, and assisting English- and Spanish-speaking users by chat, email, and phone.
Experience
Work history, roles, and key accomplishments
Provided home office-based IT consulting for Southwest Airlines, assisting airline personnel via chat as an L1 agent. Handled user access, account management, Windows and MacOS troubleshooting, mobile devices, server maintenance, and specialized apps.
Provided technical and financial process support for the Colleague Finance platform via ServiceNow to US colleges and educational institutions. Focused on developer testing, debugging, and implementing software updates for General Ledger, Procurement, Accounts Payable, and payment processing.
Provided L3 technical support for iShip, a shipping application acquired by UPS, supporting Desktop Support L2 agents. Handled bug testing, troubleshooting, software policy management, and user credential approval.
Provided technical support for Aetna/CVS Pharmacy corporate users, including Windows, Microsoft Office, Java, SAP, Oracle, and software installation. Promoted from phone call agent to chat support team member within 4 months.
Worked on a Microsoft Bing work-from-home project, judging and grading Search Engine Result Pages (SERPs) by quality and relevancy through HITs (Human Intelligence Tasks).
Provided business and technical support to GE Buyers globally for the procurement process, including procedural guidance, user training, supplier management, invoicing queries, and purchase order advice. Coordinated with third-party teams and presented volume statistics to client management.
Regional Sales Agent
Rolin Baseball Gloves
Mar 2014 - May 2014 (2 months)
Managed sales orders for several cities, taking orders by phone and providing customer service. Coordinated with production and management departments for volume priorities.
Telemarketing Agent
Ofix, S.A. de C.V.
Oct 2013 - Dec 2013 (2 months)
Provided phone and email customer service to existing customers and conducted sales prospection through marketing strategies.
Provided technical support and sales for Comcast High Speed Internet (CHSI) as an Account Executive. Handled metric-ruled call assistance and internal floor support for escalated calls.
Education
Degrees, certifications, and relevant coursework
SEP High School Certificate
High School Certificate, General Studies
Certificate earned by a Global Knowledge Exam.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Salary expectations
Job categories
Skills
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