Jesús Luna
@jessluna
Trilingual support engineer with a focus on process improvement.
What I'm looking for
I am a dedicated Electronics and Communications Engineer with a strong background in IT management and support. My experience spans various roles, including my current position as a Trilingual Support Engineer at Tata Consultancy Services, where I manage and resolve incidents across multiple platforms. My ability to communicate effectively in English, French, and Spanish has allowed me to provide exceptional support to end-users and customers, ensuring their needs are met efficiently.
Throughout my career, I have consistently sought to drive process improvements and optimize resources. Im previous positions I led initiatives that resulted in significant cost reductions and enhanced operational efficiency. I take pride in my ability to analyze complex problems and implement effective solutions.
Currently pursuing a Master of Business Administration in IT Management, I am eager to expand my knowledge and skills further. I am passionate about leveraging technology to create positive impacts within organizations and am always looking for opportunities to grow and contribute to a team-oriented environment.
Experience
Work history, roles, and key accomplishments
Trilingual Support Engineer
Tata Consultancy Services
Nov 2024 - Present (8 months)
Managed and resolved incidents from L1 to Level 1.5, utilizing Active Directory, Intune, Office 365, and basic SAP to support daily operations. Granted access to applications in accordance with established procedures.
Trilingual Support Analyst
Atos Global Delivery Center
Feb 2024 - Present (1 year 5 months)
Provided L1 diagnostic and problem resolution support to end users and customers in English, French, and Spanish across multiple communication channels. Documented incidents and solutions, escalating complex issues to second-level support.
Sub-Maintenance Manager
Instituto Mexicano del Seguro Social
Jan 2019 - Present (6 years 6 months)
Supported the Maintenance Office Manager in overseeing daily operations and ensuring the optimal functioning of building systems. Assisted in managing relationships with contractors and service providers.
High School Teacher
Universidad Jose Vasconcelos
Jan 2012 - Present (13 years 6 months)
Taught high school level courses, developing lesson plans and evaluating student performance. Fostered a positive learning environment and provided academic guidance to students.
Maintenance Office Manager
Instituto Mexicano del Seguro Social Unidad Médica de Alta E
Ensured consistent and standardized execution of all processes, analyzing and reporting indicators while monitoring work programs. Managed facility security and headed Civil Protection, evaluating technical scope within contracts and proposals.
Maintenance Technician
Instituto Mexicano del Seguro Social
Jan 2013 - Present (12 years 6 months)
Performed maintenance tasks on various building systems and equipment, ensuring their optimal functioning. Assisted in troubleshooting and resolving technical issues to maintain operational continuity.
Junior Consultant
CEMEX
Nov 2010 - Present (14 years 8 months)
Assisted with basic user commands within the SAP system, providing support and guidance to users. Gained exposure to enterprise resource planning software and business processes.
Technical Support IT Intern
Novalan Computadoras y Redes S.A. de C.V.
Jun 2009 - Present (16 years 1 month)
Provided technical support for IT hardware and software, assisting with installations and troubleshooting. Gained practical experience in network configurations and system maintenance.
Education
Degrees, certifications, and relevant coursework
Southern New Hampshire University
Master of Business Administration, IT Management
Currently pursuing a Master of Business Administration with a specialization in IT Management. Focusing on the strategic application of information technology within business contexts.
Universidad Autonoma de Nuevo Leon, Facultad de Ingenieria Mecánica y Eléctrica
Electronics and Communications Engineer, Electronics and Communications Engineering
Activities and societies: Interchange student at INSA Lyon France on 2007-2008
Completed a comprehensive program in Electronics and Communications Engineering. Gained foundational knowledge in electronic systems, communication principles, and related engineering disciplines.
Availability
Location
Authorized to work in
Job categories
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