Jose Leonardo Madera Lira

Results oriented and knowledgeable Technical Support Engineer with a proven track record of 
employer and customer satisfaction in providing technical support and customer service, 
providing phone, chat and email support, ticket tracking as well as excellent SLA management

[Support Engineer] — [Cognizant] [08/2017] — [04/2022]
Provided beneficial technical support and customer service, created ticket documentation, 
researched and analyzed customer issues as well as escalated to the correct application support 
teams.
Active Directory Knowledge for unlocks, password reset, permissions to folders, add to groups.
Managed various customer applications, as well as creating and updating new application 
knowledge bases for training and understanding of support agents.
ITIL knowledge for the correct handling of SLA´s of the different tickets created as well as follow 
up from creation to resolution.
Basic Office 365 administration, license allocation, MFA configuration. 
Basic knowledge of RPA Tools (UIpath) for the automation of simple tasks.

[IT Process Engineer] — [Jabil] [05/2022] — [Present]
Provide beneficial technical support and customer service onsite, resolve many end user issues 
giving Desktop/Laptop, Multifunction printers, thermal printers and applications support to the end 
user in many buildings.
Follow up of tickets in service now from assignment to resolution.
Assignment of new equipment (laptop/desktop) from the arrival or purchase of the equipment as 
well as follow up with warranties if needed.
Assignment of assets to users (all types of hardware).
Basic network support, node enablement, configuration and troubleshooting.
configuration of equipment from 0 ensuring that all compliance requirements are met as well as 
upgrades ensuring the optimal operation of the equipment.
Document and collect information for the creation and standardization of processes (Knowledge 
Base). 
Active Directory Knowledge for unlocks, password reset, permissions to folders, add to groups.
Creation of powershell scripts to simplify tasks such as installing programs

CONALEP — Electronics Technician, Zapopan, Jalisco, Mexico
08/2008 — 05/2011
Academic Excellence Award
CUCEI (Centro Universitario de Ciencias Exactas e Ingenierías) — Computer Engineer, 
Guadalajara, Jalisco, Mexico
08/2012 — 12/2016
 

CERTIFICATIONS
Microsoft Certified: Azure Fundamentals
Microsoft Certified: Security, Compliance, and Identity Fundamentals
Introduction to Cybersecurity