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Jesus Espinosa
L2 Support Team Lead @Blue Yonder
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WORK HISTORY
L2 Support Team Lead @Blue Yonder
Performing administrative activities such as requests for leaving, vacations, performance evaluations, promotions, and recognitions.Search for candidates when somebody from my team leaves the firm.Meetings in which my presence is needed with customers, technical areas, related to tickets, critical in most cases, planning the solution with my team and the other areas.Meeting with my team for feedback when needed.Providing feedback from my team to my manager/director for promotions and salary adjustments.Provide my team with all needed resources for their activities.As an L3 Support Engineer, working in perform deeper investigations for the tickets that users/customers raise.Follow the ITIL processes in handling tickets according to their priority.Meetings with customers and stakeholders to keep all of them posted for any updates on the tickets on which I am working.Creating articles in SNow with the steps done in the resolution of the tickets.Working with databases creating queries in SQL and running some ETL processes, to find the resolution of some tickets assigned to the area, using operations like insert, delete, update, also using tables creation, depending of the issue in which I have to work on.Create documentation in Docs, Sheets, and Slides in the Google platform to share information with the rest of the team.Working with customer requests and incidents in Azure and private clouds.Solving issue related to batch, identifying in CTRL – M tool the batch/job in fail state and realize the cause if the failure.
EDUCATION
Instituto Tecnologico de Toluca
Ing en Sistemas, Ing en Sistemas
ABOUT JESUS ESPINOSA
Formar parte de un equipo de trabajo orientado a lograr resultados sobre objetivos a…
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