José J. Ferrero

Global IT Service Center Technician @Superior Energy Services

Houston, TX, US

Provided Expert level of Customer Service and IT Support to a corporation with more than employees distributed in more than 12 business units with a worldwide presence- Responsible for the creation, management, track, and assignment of IT Service Requests and Incidents on Microsoft Service Manager, achieving a closure rate of the 99% of the tickets opened- Creation, management, and termination of the Active Directory accounts and the access level of the users to the network resources- Creation of email accounts and aliases with Microsoft Exchange on-premise before corporate migration to O365- Audited Active Directory accounts to ensure are properly created or terminated, reducing the audit finding detections- Interacted and build long-term relationships with customers- Promoted constant procedures improvements and initiatives for the IT Service Center and Latin American Client Services teams. One of those initiatives reduced the time for on-call user validation by 70%- First Point of Contact for IT Supports in the Latin American region as well as granted direction with procedures and problem resolution to local IT support teams in this region- Member of the team in charge of the Microsoft O365 migration project.

Higher Polytechnic Institute “CUJAE"​

Engineer’s Degree, Telecommunications and Electronic Engineering