Adrian Reyes

Hello my name is Adrian Reyes. I'm an Electronics Engineer. Currently I work as a Service Desk Team Lead for IT solutions. I have experience working with a wide variety of customers. I always give the best service to our customer. I work under pressure if required. Also I am very good in multitasking. My daily work is ticket based and I'm in charge to keep track and control of the service provided by my Team members. I check and make action plans based on the SLA and KPIs. Also I give technical support to the technicians in my Team and to customers. I also have a masters degree in Mechatronics. I am very responsible with my duties.

Service Desk Team Lead in Excis Compliance ltd (01/01/2023-) Current job:
Manage and coordinate a group of Service Desk Technicians, providing 
training, guidance and performance feedback. Monitor Service Desk ticket 
handling from reports generated in a ticketing tool. Guide Service Desk 
Technicians to provide end customer support with IT related topics. Manage 
and support projects worldwide delivering customers IT solutions. Work along 
with other teams to keep control of the costs and rates for each ticket handled 
by the Team.
Function: SLA management, Incident Management and Daily, Weekly and Monthly 
Report. Managing key performances indicators (KPIs) by settings and monitoring 
adherence to performance targets. Representative of the Service Desk in meetings 
and handle of Customer reporting / complaints / service improvement & ITSM System 
management and improvements. Assisting analysts in providing first-line support 
when workloads are high, or where additional experience is required. Arranging staff 
training and awareness sessions, prepare career development plans, appraises 
progress, training and coaching. ER involvement to correct non-performance.
❖ Remote Engineer in Excis Compliance ltd (08/09/2021-12/31/2022):
Handle and coordinate tickets to give solutions to IT issues for customers around the world. 
Supporting end users and technicians in order to meet SLA and KPIs set by Service Desk 
Management.
Function: Dispatch coordinator, IMACD (Install, Move, Add, Change, De-Install), Hardware break fix 
services, Desk backup/transfer, VIP support, End user device software troubleshooting, familiarity with 
VPN, PC refresh/device swap outs.

Bachelor´s degree in Electronic Engineering in Tecnológico Nacional De México 
Campus Apizaco.
POSTGRADUATE STUDIES 2019-2021:
Master´s degree in Mechatronic Engineering in Tecnológico Nacional De México 
Campus Apizaco.