H. E. Naval Militar 132 - 8 - 301 Coyoacan, Mexico City +52(55) 43564697 lumata@gmail.com

LUIS EDUARDO MATA CALLEJA

Career Overview

Client-focused Technical Support, Project Manager, Team Leader, Service Support, Web Support and Microsoft-based applications specialist with more than 11 years of experience in customer care, remote and on-site help desk, as well as implementing innovative applications and achieving high client satisfaction by leading a team.

Qualifications and Skills

Enterprise-Wide solutions Excellent problem-solving abilities

Document management Strong problem solving/troubleshooting skills

Software, Customer Care, Managing personnel. Strong analytical skills

11+ years of solid technical help desk experience Hands-on and proactive

Customer needs assessment Strong working knowledge of Windows, Linux and MAC OSX operating systems

Quality communication Ability to work well within teams and foster teamwork(s)

Presentations Experience with IT audits

Team building/leadership Knowledge of web technologies, protocols and tools

Web technologies Information security

Databases knowledge Extensive background knowledge of troubleshooting Outlook and some other MS products

Excellent diagnostic skills Expertise in Windows 7, XP, Vista, 2003 and 2008 server

Network/Server maintenance Strong Project Management skills

Systems upgrades Remote access technologies: VPN, Terminal Services and Citrix

Systems backups

Technical skills

SkillsExperienceTotal yearsLast used

Windows, MAC OSX.

Senior11Actual

Microsoft SharePoint 2007 and 2010 (Administrative Level).

Senior6Actual

HTML, CSS, JavaScript, XMLJunior3Actual

Education and trainings

University Degree

IPN - ESIME Culhuacan

Information Technology (Computer Science Engineering)

2001

Certifications

Kapellman Educacin

MCSE 2003 (not finished)

2003

ACS

Standard American Dialect Program2010

Professional experience

July 2013 NowExternal Consulter

Mexico City

Systems Engineer

Tech. Support and help desk on different Microsoft applications as well as App. Servers and Web Servers, Weblogic, Websphere and IIS for Citi Group in the US and Banamex in Mexico City as well as Telcel in Mexico.

January May 2013Tiempo S.A. de C.V.Mexico City

Systems Engineer

I was in charge of on-site tech. support as well as to create reports using AS400, Excel, Word, etc. I was also in charge of communications between the office in Mexico City and Corporate HQ in the US; I also was the Team Leader for the new website project of the company.

August - December 2012External ConsulterMexico City

Team Leader

From early August until December 2012 I've worked in different projects as an External Consulter; Leading teams to develop new applications with technologies like Java, C++ and PHP. Some examples of these projects are applications for Android and iOS, new software to administer a local Videoclub developed with PHP, a LOCs counter for a school that should be used for educational purposes and a B2B website for a Legal firm in Veracruz. I've worked with people from Adquira, Bancomer, Santander, Boton Verde and Aritmetica as well. I also administered a 2010 MS SharePoint farm.

January 2011 - June 2012Affiliated Computer Services

Mexico City

Team Leader - Web Hosting Support and Development Services

Now in this second period, Im the Team Leader of the same team that I used to work with, my responsibilities are the same as usual but now I also need to do more administrative tasks as well as delegate work to my team, create and send reports to Symetra as well as a SharePoint administrator of several farms, setting them up, upgrading their performance, monitoring them, deploying WSP and adding/maintaining new websites on IIS.

June 2007 - June 2010Affiliated Computer Services

Mexico City

Infrastructure Management Associate - Web Hosting Support and Development Services

During my first period at ACS I was a web analyst in charge of support and develop services for an Insurance company (Symetra) in the US, almost their entire job is web-based and so I have to fulfill all their necessities, not only for web applications support but for web servers support as well. This job gave me the opportunity to work with people from around the globe (Bangalore, India and the United Stated) as well as innovate and create; all I needed was basic requirements and instructions. I was responsible to support applications such as Microsoft IIS, ASP, Citrix apps, Microsoft Servers, research and installation of new applications, OS support (mostly Microsoft Windows Server based), analyze different scenarios to troubleshoot our customer problems, I had to support around 150 servers for Symetra in all their different environments (DEV, QA and PROD) etc. I have 8 years of experience working with IIS, Apache, Microsoft Project, Adobe Flash, Microsoft Administrative Tools, Citrix to Control remote servers and different web-development tools and 4 years of experience working with Microsoft SharePoint technologies. I had to be available to my client 24 hrs. per 10 days every month, this was our on-call rotation on the team, due that we were 3 people supporting Symetra Financial. I was a part of the Web team supporting the transition of Allergan during 2007 and I had the opportunity to work with technologies such as IBM Websphere, after that I was responsible of the installation of this application in different Symetra Financial Servers.

September 2006 May 2007Micros Fidelio Mexico

Mexico City and Buenos Aires, Argentina

Systems and database developer

I was an Installer Junior in charge of supporting and installing the a new solution developed for Burger King Corporative Mexico for almost all of their restaurants in Mexico; this solution/application was intended for controlling their sales points in the restaurants and to have a full control of the servers. The application was developed using VBasic, PHP, ASP and JavaScript. Also, I traveled to Argentina to help the people from the Customer Care Dept. I was in charge of the Burger Kings Mexico support team (troubleshooting issues with software, hardware and networking); this kind of support was telephone and web-meeting based. I had to determine the best course-of-action depending on a specific situation/problem. I also have had to support Oracle, UNIX and Linux servers. This job gave me the opportunity to develop a role as a manager during my time in Argentina. I also have the duty/responsibility to develop a timetable to give my team training about the new procedures and changes of the application.

February - August 2006Comisin Nacional Bancaria y de Valores

Mexico City

Specialist B - Systems Auditor

I worked at the Comisin Nacional Bancaria y de Valores as a Systems Auditor; The CNBV is a government institution who regulates all the banks, financial services institutes, insurance companies, etc, in Mexico. Ive made different audits of their internal systems. I also was responsible to develop different out-of-the-box applications for the OIC (Organo Interno de Control). This was a 6 months project job opportunity.

July 2003 - February 2006British Council Mexico

Mexico City

Web Coordinator

I developed the new website, and I helped with the connectivity of the students in the building; also I designed new brochures and all kind of papers for the new image of the British Council. I also was a database administrator.

November 2002 July 2003British Council Mexico

Mexico City

Web Manager (www.compartiedo.com.mx)

Designing and developing of the Compartiendo website, this website was a bridge between the UK and Mexico for children to share their experiences in both education and culture.

August 2002 - July 2003Engineering Talent for Networks

Mexico City

IT Consultant

In the last years all my work was based on designing new applications using ASP, COM, .NET and JavaScript, designing applications using those tools is the job I love to do, I do not know an exact number of applications that I had designed in the past but there were a lot of, in all the companies where I was work I had to design innovate and create new applications.

Languages

SpanishNatural speaking

English100% Able to maintain a conversation in both technical and common topics