Customer Service Desk
Resume:
Contact
+1-508-***-**** (Mobile)
********@*****.***
www.linkedin.com/in/jose-luis-
sotelo-espinal-8169921b2
(LinkedIn)
Top Skills
Operating Systems
Service Desk
Internet Explorer
Jose Luis Sotelo Espinal
I have held different positions throughout my 9 years of professional technical experience such as: Systems Consultant, BackOffice, Level I Support, Programmer, customer service.
West Jordan, Utah, United States
Experience
Indra Peru
Onsite Support
December 2023 - March 2024 (4 months)
Lima, Perú
Salesforce Incident Support
o Tools used: AWS(Dynamo), Excel, Teams
Delta
qa operator
December 2019 - November 2023 (4 years)
Development deployments in the T24 Core banking application. o Error analysis with tools such as Nagios, ELK, Dynatrace. o User attention via Aranda ticket (incidents in various bank systems) o Generation of reports, production plans, pass log, user guides, corrections in manual deployment guides for core and non-core bank products o Attention to incidents in production via teams and remote desktop o Analysis of errors before or during incidents in the various systems with and without the support of the manufacturer or those responsible for the developments
o Environmental administration Development
o Mesh tracking in M control
o Complete SLA control processes M
o Monitoring backup execution in EMC
o Extraction of execution times from batch processes o Backup Tape Exchange
o Globocast and kasnet transaction validation
o anti-fraud queue validation
o Application of workaround in processes such as RSAT queuing, SIA o COB T24 incident attention (close of business)
o Tools used: MobaTerm, Putty, Winscp, remote desktop, Excel. HIGH SERVICE
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N2 technical support
July 2019 - September 2019 (3 months)
Lima
Pan American Games Project.
o Laptop configuration.
o Change of physical parts of equipment
o Printer configuration.
o Office 365 configuration.
o Vpn settings.
o Equipment inventory.
o Ticket generation.
o Tools used: Service Desk Plus.
DEPESA CONSULTING Y TUPUX S.A.
Consultant Systems and Technical Support N1, N2. Hardware and software
June 2011 - June 2019 (8 years 1 month)
Lima
Various systems implementation projects
o Preparation of plans job.
o Execution of concept tests in UAT AND TESTING environments. o Execution of configurations in PRODUCTION environments. o Generation of attention tickets.
o Installation of local server equipment and on clients o Execution of POST-SALES training.
o Tools used: Outlook, VMWARE, SQL SERVER, ORACLE, Webex, Gotomeeting.
o Customers: MasterCard, Scotiabank, Telefónica, Pacifico Seguros, Claro, Maquinarias
OUTSOURCING MULTIGESTION
Backoffice Employee
January 2011 - May 2011 (5 months)
Lima
SALES - Telefónica Spain.
o Provision of database for clients in Spain.
o Tools used: SQL, Excel.
INDRA
Programmer
October 2010 - January 2011 (4 months)
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Lima
Gestel Project: Telefónica del Perú.
o Work with requests in Gestel and program modification. o Tools used: Gestel
MDY Contact Center
Adviser
June 2010 - August 2010 (3 months)
San Isidro, Perú
Claro Peru Customer Service.
o Generation of reports and complaints.
o Tools used: Tools of Clear.
COM S.A.
Programmer
September 2009 - September 2009 (1 month)
Peru
Gestel Project: Telefónica del Perú.
o Work requests on the Gestel platform.
o Tools Used: Gestel.
TELEFONICA GESTION DE SERVICIOS COMPARTIDOS PERU
SAC
Practicing
July 2009 - August 2009 (2 months)
Peru
o Management accounting files and inventory of computer equipment. o Tools Used: SAP ERP.
COM S.A.
1 year
Assistant computer scientist
March 2009 - April 2009 (2 months)
Peru
o Verification and correction of store procedure, functions, screen modification, reports, web service.
Assistant computer scientist
January 2009 - March 2009 (3 months)
Peru
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o Preparation of loads sent in flat file format from SAP, preparation of load test cases, exposure of CStock System flows to the user. Practitioner
May 2008 - December 2008 (8 months)
Peru
o Programming of suspension and reactivation modules, filters, monitoring and maintenance.
Teleatento del Perù SAC
Advisor 2
August 2007 - March 2008 (8 months)
Peru
o Preparation of dashboards.
o Generation of reports.
o Analysis of visits and affiliations to the online channel. Education
UTP Universidad Tecnológica del Perú
Ingenieria de sistemas · (March 2007 - 2016)
Idat
Tecnico en computacion e informatica, Ingeniería de sistemas · (January 2001 - December 2004)
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