Ronald Figueroa
Mississauga,Canada
Summary
Experienced and courteous IT professional with over 15 years of service desk support expertise across multiple institutions. Dedicated to enhancing customer services through process automation and simplification, as well as the design, creation, and delivery of IT services. Stay up-to-date with the latest industry trends to ensure optimal performance. Skilled in strategic planning, integration, implementation, and management of IT solutions, including hardware, software, and networks. Strong focus on customer service and training, with a proven ability to lead teams effectively. Excellent communication and task management skills, coupled with a problem-solving mindset. Thrives both independently and collaboratively within a team environment.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Associate
Amazon
09.2022 - Current
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Experience with packing, picking, inventory, and problem solving along the operations process, reaching picking rate over 3K per day
IT Analyst /Project Management/ IT Director
Supreme Electoral Tribunal
05.2020 - 05.2022
- Company Overview: www.tse.org.gt
- Defined the IT model and technical specifications for LAN and WAN network technology, software election voting system, and the profile of the technology support needed for the employees of the Institution.
- Estimated the budget required and assigned by Congress to increase by 100% the technical capacities of the Institution
- AV technology integration and innovation implementation including setup and operation of AV equipment, IT infrastructure, networks, live streaming and recording services solutions
- Maintenance, and troubleshooting of technical issues in training, meetings, and events; customer service support, of new nationwide conference network system to establish audio and video virtual meetings
- Renewal and innovation office hardware and software, conference rooms, digital classrooms, and the establishment of instructional technology to ensure career success for 800 employees
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
IT Analyst /Project Management/ IT Director
General Prosecutors Office
06.2014 - 05.2018
- Company Overview: www.mp.gob.gt
- Implemented Case Management Software that led the Institution to register criminal cases at investigation offices nationwide
- Integrated the processes with other justice sector Institutions with the accuracy of the safest, fastest, and most integrated case, document, audio, and video data management records with all contingency plans in case of potential technology failures
- Implemented and managed a ticketing computing system, with a task and incident tracking system, to support the maintenance and troubleshooting of the IT infrastructure, audio, and video systems
- Train the investigation officers, the head prosecutor officer, attorneys, judges, and people involved in the investigation to use effectively the networks, conference rooms, audio, and video equipment, improving employees skills
- After the project implementation and continuous management, the Institution had more than 300 conference rooms nationwide and 5,000 employees trained to use new technologies for conferences and meetings
- In charge of the multimedia presentations of the General Prosecutor Office high level meetings
IT Analyst /Project Management/ IT Director
Supreme Court of Justice
12.2006 - 05.2014
- Company Overview: www.oj.gob.gt
- IT modernization process with a budget of more than $10 million of investment in technology, renewing more than 5,000 computers, printers, tabletop microphones, projectors, and scanners, developing capacities to create hearing offices with audio and video equipment that let the judges, attorneys, and prosecutors visualize, hear and record hearings with all evidence and investigation documents
- Train staff on audio systems, video projectors, conference rooms, and integrated software
- Increased in 100% the IT solutions of the institution and let the judges focus on the case using the newest technologies
Education
Master´s degree – Cum Laude - Business Administration
National Business University
Guatemala12.2019
Bachelor´s degree - Informatics and Computer Science
Francisco Marroquin University
Guatemala11.2000
Skills
Networking protocols
- Server, file and storage admin
- ERP and CRM software
- Data Analytics apps
- E-learning solutions
- Ms Office 365
- G-Suite apps
- Presentation solutions
- Collaborative software
- Customer Service
- Time Management
- Attention to Detail
- Leadership Qualities
- Decision-Making
Certification
Google IT Support professional, https://www.coursera.org/account/accomplishments/specialization/certificate/HVN3K4Q5PKAP
Personal Information
Title: Informatics Technology Specialist
Languages
Spanish
English
French
Timeline
Associate
Amazon
09.2022 - Current
IT Analyst /Project Management/ IT Director
Supreme Electoral Tribunal
05.2020 - 05.2022
IT Analyst /Project Management/ IT Director
General Prosecutors Office
06.2014 - 05.2018
IT Analyst /Project Management/ IT Director
Supreme Court of Justice
12.2006 - 05.2014
Google IT Support professional, https://www.coursera.org/account/accomplishments/specialization/certificate/HVN3K4Q5PKAP
Master´s degree – Cum Laude - Business Administration
National Business University
Bachelor´s degree - Informatics and Computer Science
Francisco Marroquin University
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