First Name: Diego
Last Name: Ochoa
Birthdate: October 24th, 1991
Place of Birth: Mexicali, Baja California, México
Address: Paso Hondo 144, Ojocaliente Tercera Sección, Aguascalientes, Aguascalientes
Cellphone:-
Email-
Scholarship -: Colegio de Estudios Cientificos y Tecnologicos de Baja California
2010 - : Systems Engineer UABC
Job Experience
May 2018 until today: Sr. Operations Team Leader – Tech Mahindra:
In charge of the compliance of the Customer´s requirements, established in the contract. Including, but not limited to:
Compliance of SLAs, SLOs y KPIs.
Preventive follow up of potential escalations.
Attention and immediate solution to escalations that might occur.
Development and structure of training plans for new agents and, also, for tenured agents that might have any performance issue related to knowledge gaps.
Audit calls, tickets, surveys, etc.
Documentation analysis of all the tickets generated.
Reporting.
People development.
March 2018 until April 2018: OnSite Support - Honeywell Aerospace (Mexicali)
In charge of providing IT support for the end users. Assistance with hardware and software requests. This was a temporary job.
March 2017 until January 2018: Operational Lead – TCS (Queretaro)
In charge of the compliance of the Customer´s requirements, established in the contract. Including, but not limited to:
Compliance of SLAs, SLOs y KPIs.
Preventive follow up of potential escalations.
Attention and immediate solution to escalations that might occur.
Development and structure of training plans for new agents and, also, for tenured agents that might have any performance issue related to knowledge gaps.
Audit calls, tickets, surveys, etc.
Documentation analysis of all the tickets generated.
Reporting.
People development.
January 2015 to February 2017: IT Service Desk Manager- CompuCom (Mexico City)
In charge of the compliance of the Customer´s requirements, established in the contract. Including, but not limited to:
Compliance of SLAs, SLOs y KPIs.
Preventive follow up of potential escalations.
Attention and immediate solution to escalations that might occur.
Development and structure of training plans for new agents and, also, for tenured agents that might have any performance issue related to knowledge gaps.
Audit calls, tickets, surveys, etc.
Documentation analysis of all the tickets generated.
Reporting.
People development.
Support transitions.
All the above, based on the ITIL Fundamentals methodology.
July 2014 to January 2015- Teletech (Logitech)
Handling calls of Logitech's customers that has some troubles with their Peripherals (Hardware and/or Software).
2012 to 2012: Valutech Outsourcing (Team Lead- 8 months)
Supervisor in charge of the repair lines that fixes Software and Hardware Issues for the Sprint cellphones.
2010 to 2012: Tier 1 Tech Support Team Lead (TELvista) (1 year and 7 months)
In charge of a 20+ agent’s team that provided technical support for customers with their Internet Service. Also, QA monitoring, reporting, people development, and goals compliance.
I have knowledge and experience applying and implementing ITIL fundamentals such as:
Service Design Fundamentals
Service Strategy Processes
Service Lifecycle
Service Operation
Languages
English: 95% (Written, Spoken, Read and Business wise)
Spanish: Native
Technology Knowledge
Windows XP to Windows 10
MS Office
Mac OS X 10.4 to 10.10
Internet
Outlook
Service Now
Ultimatix
Work Day
Available to travel: Yes. I do have my Mexican Passport and US Visa.
Professional Goals
One of my main professional goals is be part of an organization were my knowledge and expertise, can guide us to develop a successful and long-term work relationship, Also, help the organization to be continuously improving in its processes, making a big impact on the market perspective.
