Nationality: Mexican
Date of Birth: 5/Jul/1987
Age: 33
Place of Birth: Mexico City
Gender: Male
Home Address: Huitzilopochtli 41
Colonia Desarrollo San Pablo INFONAVIT
Santiago de Querétaro, CP 76121, QRO, México
Home phone number:-
Cellphone number: -
E-mails:--
Luis Alberto Sánchez Morales
Professional abilities:
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Languages –
English: Spoken, written and reading comprehension at a native level.
Spanish: Spoken, written and reading comprehension at a native level.
French: Spoken at a basic level.
Subject Matter Expert in ATM hardware and development/tester software industry.
ITIL process management.
Administration of serves / Updates and security patches (SolarWinds, Azure, Cloud)
Senior/T2 in service desk specialist (software/Hardware) using a ticketing system
guided by the ITIL methodology.
High Customer/Care service skills, communication oriented with a high quality of
assurance/service.
Quick learning skills and high comprehensive ability with Quick adjustment/adapting
capability with team members/vendors in a working under pressure environment.
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Education:
Diebold Nixdorf: Certification on Transaction Middleware as part of DNs’ Vynamic
Software
Tata Consulting Services: Incident Management
Schneider Electric: UPS replacement certification, Logistics coordinator
CompuCom: ITIL
High School: Timpanogos High School GED -)
Jr. High School: Orem Jr. High School -)
Work Experience:
Diebold Nixdorf
March 2019 until July 2020
Software Engineer: Automating of the testing solution as possible to fit in the time of
development. Part of a global team that performs Agile development on a short release cycle.
Ensured and drove high standards of quality on the solutions developed by collaboration of the
team, designed effective lean testing solutions, rouse concerns on solution quality, reviewed
the sprint work identifying the quality gaps and performed some work remotely as required.
Assisted the customer to implement cutting edge software products to meet their business
goals. As part of a team, I worked with leading-edge technologies and methodologies.
Understood the product as well as how it could be used to meet customer’s business and
technical goals. Utilized my knowledge to work with both DN and customer teams to integrate
DN software product into customer solution, provided guidance and found solution to complex
technical problems. Developer QA (Tester) Responsible for the delivery of user stories. Testing
at various levels – system, integration, user acceptance and performance tests as per the
project plan. Quality Assurance and Quality Control. Version control and release management.
Quality Metrics and continuous improvement. Testing using simulators and automation tools.
Trouble shooting /problem management. 2nd Level Support.
TATA Consulting Services
April 2016 until June 2018
Bilingual Senior Technical Analyst: Technical support for Points of Sales (POS) via telephone
and by other communication medias (e mail and chat). Direct contact with the user through
remote connections onto the customers' system. Creation and follow up of incidents, service
request, trackers, SLAs and project reports. Close contact and coordination of different areas in
order to handle and resolve mayor incidents, troubleshooting of software and hardware, server
networks, websites and firewalls. Monitor life cycles, patches and updates of high number of
servers. Experience with software updates and security patches on Windows servers through
SolarWinds and the Cloud. Group management. Assistance with training and updates for new
members and trainees, with continuous improvement. Quality assurance analyst. Knowledge of
ITIL and Incident Management. Senior analyst for two different campaigns.
Schneider Electric Mexico
November, 2011 until July 2015
Bilingual Costumer Service (APC CCC): Technical Support for UPSs (Uninterrupted Power
Supply) via telephone and other communication means (E-mail and chats). Creation of cases,
warranties and requests, as well as follow up of faulty or damaged units that required
replacement. Involvement of all different areas needed for case resolution. Managed reports,
replacements, logistics and case follow up at a Latin America regional level handling over 5
different countries. Detail documentation of all related information regarding the cases.
CCSI CompuCom Services
July, 2010 until July, 2011
Bilingual Technical Associate: Technical support via telephone, assisting the customer by
remoting through NetMeeting and Remote Desktop. Management of administrative web
accounts and remote software installation. Creation and follow up of cases, involving all
different areas of the IT sector. Manage follow up reports, supervision on correct follow up
procedures and documentation of everything.
Learning Center
March, 2010 until June, 2010
English Teacher: Teaching intermedium and advance students. Report creation, portfolio
creation and teaching planification. Follow up and evaluation of growth and learning process of
each student. Students varied from young children to executive employees.
Teletech
April, 2008 until July, 2009
Bilingual Agent: Telephone technical support for local home networks at a user level. All
United States users. Administrative assistant and floor walker aiding other agents.
Sundance Sky Resort
August, 2005 until February, 2006
PM Houseman: Maintenance and cleanliness of the facilities. Customer service and assistance
in a timely manner. Supervision and administration of work groups.
Personal references:
Name
Contact Number-
Alejandro Macías Acuña-
Sebastián Hernández Velasco-
Yael Adrián García Rodríguez-
Mary Cruz Soliz Núñez
Occupation
Employee
Employee
Employee
Employee
Known Time
9 years
3 years
4 years
11 years
Nationality: Mexican
Date of Birth: 5/Jul/1987
Age: 33
Place of Birth: Mexico City
Gender: Male
Wilham Zapiain Rodríguez
Home Address: Huitzilopochtli 41
Colonia Desarrollo San Pablo INFONAVIT
Santiago de Querétaro, CP 76121, QRO, México
Home phone number:-
Cellphone number: -
E-mails:---
Employee
9 years
