Open to opportunities

Miguel Perez

@miguelperez

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Senior governance risk & compliance analyst leveraging SOC compliance, and evidence automation.

Mexico

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What I'm looking for

I’m looking to deepen my impact in governance risk & compliance—owning SOC readiness, automating evidence collection, and partnering with process owners—while leveraging my ERP support background to deliver secure, measurable outcomes.

I’m a Governance Risk & Compliance Analyst Sr. at Epicor Software, supporting process owners to stay aligned with the SOC Program. I help promote widespread implementation of standards and support the compliance team with RFP and Security questionnaires while driving evidence gathering automation.

Before focusing on compliance depth, I built strong technical credibility as a Technical Support Specialist Sr. for Epicor ERP 8, 9, 10 and Kinetic ERP customers. I handled SQL and Progress Database Administration, supported ERP implementations and ERP integrations, troubleshoot mobile apps, and manage bug reporting.

I also led operations as a Service Desk Team Leader at Infosys BPO Monterrey, managing scheduling, 1on1 coaching, and KPI reporting. Using an ITIL and customer service perspective, I focused on giving employees the tools and training to troubleshoot issues effectively.

Earlier roles included Active Directory Administration, SharePoint administration, Networking, and SAP administration as a Service Desk Senior Process Executive, plus remote support as a Tier 2 and 3 Technician. I bring hands-on troubleshooting across Windows and Mac OS with malware removal and hardware installation, reinforced by training such as Six Sigma Green Belt, SCRUM Master, Azure fundamentals/administration, and ServiceNow CMDB.

Experience

Work history, roles, and key accomplishments

Service Desk Team Leader

Infosys BPO Monterrey

Led service desk operations by managing team scheduling, running 1:1 coaching, and delivering KPI reporting. Drove process improvement and supported employees with ITIL- and customer-service-aligned troubleshooting and training.

ITIL Scheduling KPIs Process Improvement Team Leadership Troubleshooting Client Meetings

Governance, Risk & Compliance Analyst

Epicor Software

Supported process owners in achieving SOC program compliance by promoting standards implementation. Assisted compliance team responses to RFPs and security questionnaires, and developed evidence-gathering automation.

Governance Risk & Compliance Security Questionnaires Compliance Documentation Automation Development

Service Desk Senior Process Executive

Infosys BPO Monterrey

Provided floor support for escalated cases and managed incident handling by priority. Administered Active Directory and SharePoint, supported networking and SAP administration, and performed application support.

Incident Management Escalation Handling Active Directory Administration SharePoint Administration Networking SAP Administration Application Support

Tier 2/3 Technician

Sutherland Global Services

Delivered advanced remote support for Windows and macOS systems, including OS installation and maintenance. Handled malware removal and installed peripheral hardware for small business and end users.

Remote Technical Support Windows Support MacOS Support Networking OS Installation & Maintenance

Senior Technical Support Specialist

Epicor Software

Provided senior technical support for Epicor ERP 8, 9, 10, and Kinetic ERP customers. Performed SQL and Progress database administration, supported ERP implementations and integrations, and handled mobile app troubleshooting and bug reporting.

SQL Administration ERP Implementation ERP Integration Bug Reporting Application Support

Computer Technician & Business Owner

Repaired and maintained computers, performing troubleshooting and network support for local businesses. Supported SQL database deployments and web application support as part of ongoing client engagements.

Computer Repair Troubleshooting Networking Web Application Support

Phone Representative (Tech Support)

TelePerformance Mexico

Provided telephone technical support and customer service for mobile network customers. Supported troubleshooting and resolution of customer-reported mobile network issues.

Technical Customer Support Customer Service Mobile Network Troubleshooting

Education

Degrees, certifications, and relevant coursework

Universidad Autónoma de Nuevo León (UANL)

Bachelor's Degree, Chemistry Sciences

Activities and societies: Six Sigma Green Belt training; SCRUM Master training; SQL and C#; Azure Fundamentals and Azure Administration; ServiceNow CMDB Fundamentals.

Earned a Bachelor degree in Chemistry Sciences (Pharmaceutical Biological Chemist) from UANL, graduating class of 2007. Completed training in Six Sigma Green Belt, SCRUM Master, and fundamentals of Azure and ServiceNow CMDB.