Open to opportunities

Ignacio Macias

@ignaciomacias

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IT Helpdesk Analyst with expertise in troubleshooting and user support.

Mexico

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What I'm looking for

I am seeking a role that allows me to leverage my technical skills while providing excellent user support in a collaborative environment.

I'm an IT Helpdesk Analyst with a strong background in troubleshooting and user support. My experience includes providing Level 1.5 technical support, diagnosing and resolving issues related to MS Windows, PC hardware, and various applications. I have a solid understanding of ITIL best practices, which I apply to ensure efficient ticketing and incident management.

Throughout my career, I have led teams and provided proactive support to users, ensuring that software licenses are compliant and that the knowledge base is current. My dedication to resolving technical issues and assisting users has been recognized by my supervisors and colleagues, highlighting my commitment to excellent service and attention to detail.

Experience

Work history, roles, and key accomplishments

IT Helpdesk Analyst

PPG Industries

May 2024 - Present (1 year 1 month)

Provided Level 1.5 technical support via phone, email, and chat. Diagnosed and resolved technical issues related to MS Windows, PC hardware, MS Office, and other COTS applications, utilizing ITIL best practices for ticketing and incident management.

Technical Support MS Windows Hardware MS Office ITIL Active Directory Incident Management Ticketing Systems

IT Support Coordinator

Instituto Electoral y de Participación Ciudadana del Estado

Mar 2024 - Present (1 year 3 months)

Led a team of 20 individuals to provide IT support for electoral campaigns and PREP counting. Coordinated critical technical operations during the election period.

Team Leadership IT Support Electoral Operations Project Coordination Technical Support

Senior Process Associate

TCS Consultancy Services

Nov 2023 - Present (1 year 7 months)

Delivered Tier 1.5 Service Desk and Customer Service support as an outsourced provider for Baxter. Managed and resolved various technical and customer inquiries efficiently.

Service Desk Customer Service Tier 1 Support Technical Support Outsourcing Troubleshooting

Technical Support Specialist

Tech Mahindra

Aug 2023 - Present (1 year 10 months)

Provided Tier 1 Technical Support Service Desk for AMAT. Assisted users with technical issues and inquiries, ensuring timely resolution.

Technical Support Service Desk Tier 1 Support Customer Service Troubleshooting

Helpdesk Senior Associate

NTT DATA

Jun 2022 - Present (3 years)

Offered Tier 1.5 Service Desk, Customer Service, and Technical Support for BMW employees, including night shift operations. Successfully resolved a wide range of IT-related issues for a major corporate client.

Service Desk Customer Service Technical Support Tier 1 Support Troubleshooting Night Shift Operations

Education

Degrees, certifications, and relevant coursework

ITESO University

Bachelor's Law Degree, Law

Studied law at ITESO University, focusing on legal principles and practices. Completed a comprehensive curriculum from August 2013 to May 2019.

Bachillerato Cervantes Loma Bonita

High School Diploma, General Studies

Completed high school education at Bachillerato Cervantes Loma Bonita. Focused on general studies from August 2008 to May 2011.

University of Victoria

Intensive Academic English Program and University Application Program, English Language and University Preparation

Participated in an intensive academic English program and a university application program at the University of Victoria. This program ran from August 2011 to May 2012, enhancing English proficiency and preparing for university applications.