José Alberto Ortiz Decenas
@josalbertoortizdecen
Technical Support Associate and Data Analyst at AT&T who identified a system failure and saved 300+ support hours per month.
MexicoWhat I'm looking for
At AT&T, I identified a recurring system failure through trend analysis and implemented a resolution that saved about 300 support hours per month. I also use Power Query and Advanced Excel to build interactive reports that surface bottlenecks and actionable insights.
In my current role as Sr. Technical Support Associate, I provide Tier 2 support to Level 1 teams and use Generative AI and Prompt Engineering to streamline technical documentation. I’m looking to bring my support and data experience to Data Analyst or Operations Analyst roles.
Experience
Work history, roles, and key accomplishments
Data-Driven Process Optimization: Identified a recurring system failure through advanced trend analysis, implementing a resolution that saved ~300 support hours per month (3,600+ hours annually) for the organization.
• Technical Escalation Leadership: Provide Tier 2 technical and administrative support for Level 1 teams, resolving complex incidents via Salesforce, ServiceNow, Citrix, Cisco Connect
Experienced in providing technical and operational support through efficient issue resolution, escalation management, and process improvement. Skilled at using platforms such as Salesforce, ServiceNow, Citrix, Cisco Connect, and Omnissa to manage and track incidents, ensure system functionality, and enhance user experience. Focused on problem-solving, data analysis, and continuous improvement, wit
Managed customer accounts for Spanish-speaking clients, focusing on payment recovery and issue resolution while maintaining customer satisfaction and compliance standards.
Oversaw a portfolio of business accounts, coordinating directly with Accounts Payable departments to ensure timely payments and resolve billing disputes.
Delivered strategic solutions to improve credit performance, client retention, and satisfaction within the B2B segment.
Managed individual customer accounts for AT&T, focusing on payment recovery, dispute resolution, and enhancing the overall customer experience.
Provided customer support for a U.S.-based car rental company, handling inquiries, reservations, and real-time issue resolution with a strong focus on service quality and efficiency.
Promoted to Temporary Supervisor for six months, leading a team to achieve performance targets and maintain service excellence.
Later returned to handle escalation calls, providing expert assistance and ensuring customer satisfaction.
Supported the Loyalty department for a U.S. telecommunications client, delivering high-quality customer care and retention
Education
Degrees, certifications, and relevant coursework
Universidad de Guadalajara
Administración y gestión de empresas
Formación en gestión, planeación estratégica y administración empresarial.
Universidad de Guadalajara
Preparatoria
2011 - 2014
Introducción a las habilidades profesionales en análisis de datos
Apr 2026
Aprende análisis de datos: fundamentos
Apr 2026
Aprende análisis de datos: Ampliación y aplicación de los conocimientos básicos
Apr 2026
Qué es la IA generativa
May 2026
Problemáticas sociales, desafíos éticos y sesgos de la inteligencia artificial generativa
May 2026
Cleaning Data for Effective Data Science: Data Ingestion, Anomaly Detection, Value Imputation, and F
Apr 2026
Inteligencia artificial generativa: la evolución de la búsqueda inteligente en Internet
May 2026
Excel: Técnicas de formato avanzadas (Office/Microsoft 365)
May 2026
Excel: Trucos (Office 365/Microsoft 365)
May 2026
Excel: Trabajo con múltiples hojas y libros (Office 365/Microsoft 365)
May 2026
Excel esencial (Office 365/Microsoft 365)
May 2026
Inteligencia artificial más allá de la ingeniería
May 2026
Descubre Microsoft 365 Copilot
May 2026
Aprende data science: Cuenta historias con los datos
May 2026
Aprende data science: Conceptos básicos
May 2026
Excel 2016: Limpieza de datos
May 2026
Agiliza tu trabajo con el chat de Microsoft Copilot
May 2026
Introducción a las habilidades profesionales en el desarrollo de software
Jan 2026
Fundamentos esenciales de la programación
Jan 2026
Fundamentos de la programación: Más allá de lo básico
Mar 2026
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Salary expectations
Social media
Job categories
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