Open to opportunities

Jesús Luna

@jessluna

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Trilingual support engineer with a focus on process improvement.

Mexico

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What I'm looking for

I am looking for a role that fosters collaboration, encourages innovation, and offers opportunities for professional growth.

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

Current

Trilingual Support Engineer

Current

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.

Active Directory Intune Office 365 SAP Incident Management Technical Support Troubleshooting IT Operations System Administration

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.

Technical Support Customer Service Troubleshooting Communication Skills IT Support Help Desk

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.

Maintenance Contractor Management Technical Support Team Collaboration Problem Solving Resource Management Project Coordination

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.

Teaching Lesson planning Classroom Management Curriculum Development Communication Skills Public Speaking Mentoring

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.

Process Management Performance Analysis Security Management Civil Protection Relationship Management Process Improvement Strategic Planning

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.

Maintenance Problem Solving Technical Skills Electrical Systems

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.

SAP User Support Data Entry Business Processes Problem Solving Data Management

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.

Technical Support Maintenance Technical Troubleshooting IT Support Problem Solving Data Management

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.