Rafael Fernando Robles Chapa

Phone: ** ******** E-mail: admzm9@r.postjobfree.com

Skype: https://join.skype.com/invite/qkchjKuEg9bq www.linkedin.com/in/rrobleschapa

IT Analyst/ Help Desk Team Leader / IT Support Specialist

SUMMARY

IT Support Professional with over 10 years of experience managing PCs, operating systems and network infrastructure support, for Financial, Retail and Government companies. I’m highly effective in providing customer service for end-users, with the aid of a ticket system or on-site, phone and remote support. I guarantee the security and privacy of networks and systems, by following standards aligned to the company’s policies. Result-oriented, focused on meeting metrics and adherence, providing quality and productivity on my daily tasks. I’m a team player who builds relationships based on trust, and performs their role based on key values such as: loyalty, integrity, respect and responsibility.

oAdvanced knowledge in providing support for Microsoft Windows 10 and Microsoft Windows Server 2019.

oIntermediate knowledge in MacOS and Linux operating systems.

oEffectively Manage: VMware Horizon, Tanium, NextThink(Splunk), StealthBits, Big Fix, Wire Shark

oHighly focused on results, by using the Scrum methodology.

WORK EXPERIENCE

Western Union Mexico City 2014 – 2020

Administrator End User Computing, 2017 - 2020

Provided service for end users and application support for Mexico, with remote assistance for users in Latin America and United States. Addressed user requirements, using platforms such as Service Now, and remote access through Bomgar and Webex. Installed software using Tanium and BigFix. Monitored the network infrastructure’s bandwidth, E1 links, and installed CAT 6 structured cabling.

Achievements:

Implemented a user guide for Service Now, using a quick ticket classification, according to their severity, achieving better performance of the Help Desk team and decreasing the time it took to reply to requests created by users.

Due to my high availability and sense of urgency, I managed to become a key contact between teams, enabling trust and effectiveness by providing 24/7 IT Support, exceeding user needs.

Efficiently distributed workload, by assigning tickets to team members in an equal manner and based on priorities, thus increasing the efficiency level of the IT Department. Achieved a global satisfaction score of 81% in Mexico, during the 3 years I worked in that department.

Worked with the Operations Manager, to revert a Windows 10 Enterprise Edition security vulnerability on 238 computers. I performed this task successfully, without affecting the 24/7 customer service departments.

I accepted additional workload, to provide international support for countries such as Canada, United States, Costa Rica, Panama, Peru, Brazil, Argentina and Philippines, achieving a good productivity index for the IT Department’s global metrics.

Help Desk Team Leader, 2015 – 2017

Implemented effective work strategies to solve technical issues, such as recurring events and high severity escalations in Service Now. Strengthened the WU Help Desk hot line's availability, with a 24/7 schedule, for internal Western Union hot lines. I specialized in providing support for application support (Salesforce) for Ibero-America. Created and reviewed identity validation procedures for WU Help Desk hot lines, to provide technical support and prevent the likelihood of fraud or identity theft.

Achievements:

Performed my duties as a Team Leader, strictly following the company's values: Responsibility, Integrity, Loyalty, Respect and Equality.

Distributed workload and responsibilities among 46 coworkers of the WU Help Desk team, using quarterly metrics and achievements. A certificate would be offered to the winner of two consecutive periods.

Promoted healthy competition among team members, creating opportunities such as distributing the work schedule according to their needs, maintaining the 24/7 support for users.

Created an internal survey to evaluate the team’s working environment and encourage different points of view. This helped identify strengths and weaknesses, better understand the team, and have a more effective leadership.

IT Analyst, 2014 – 2015

Provided service for Western Union’s internal and external lines of business in United States and Canada, through incoming and outgoing calls. Solved technical problems related to Windows 10 and Linux based points of sale. Assessed connectivity issues, using the OSI model with layer resolution of 1, 2 and 3.

Achievements:

Provided excellent customer service, achieving 80% to 90% of quality, during monthly evaluations.

During the absence of the Help Desk manager, I managed the workload based on the skills of the 46 team members, solving problems and reducing waiting times to 1 minute and 25 seconds, on every incoming call.

Amesa Guadalajara 2012 – 2014

Service Desk

Installed CAT 5e structured cable, patch panels, and inspected and corrected RJ45 network nodes.

Wal-Mart México Mexico City 2009 – 2012

IT Support Specialist

Worked as a PC and video conference equipment Administrator. Provided local IT Support over the phone, on-site or remote support for over 700 users with Windows and Linux based systems. Worked with IBM engineers to distribute Action Scripts implemented for Big Fix.

EDUCATION

Bachelor’s Degree: Applied Mathematics and Computers 2009 - 2013

UNAM Facultad de Estudios Superiores Acatlan

COURSES

Linux Foundation Member: Linux Basic Commands usage provided at FES Acatlan (Ongoing)

Linux Flisol Member at UNAM: Free Software installation for everyone (Ongoing)

LANGUAGES:

English Advanced Spanish (Native) Japanese Beginner

Contact this candidate