Hugo Cerda
IT Engineer
Guadalajara,Jalisco
Summary
Experienced coordinator with strong focus on team collaboration and achieving results. Skilled in project management, communication, and problem-solving. Known for flexibility with changing needs and reliability in delivering outcomes. Prepared to make significant impact in dynamic environment.
Overview
9
9
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Coordinator Corporate Solutions LATAM
Hershey Mexico
03.2023 - Current
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Prioritized and managed multiple projects simultaneously, ensuring all met their deadlines and objectives without compromising quality.
- Increased client satisfaction by facilitating clear and consistent communication between project teams and stakeholders.
- Managed vendor relationships to secure best quality of services and products for organizational needs.
SR Analyst IS Operations
Hershey Mexico
01.2021 - 03.2023
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Generated ad-hoc reports to evaluate specific business requirements.
- Collaborated with stakeholders to identify business needs and data sources.
- Provided technical support for troubleshooting analytics and reporting issues.
IS Application Analyst
Hershey Mexico
01.2020 - 03.2021
- Implemented robust security measures to protect sensitive data from unauthorized access or breaches.
- Provided exceptional end-user support, resolving technical issues quickly and efficiently.
- Performed troubleshooting, maintenance and optimization of electronic invoice applications.
Customer Support Agent
Tata Consultancy Services (TCS)
01.2019 - 01.2020
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
- Utilized CRM software for tracking customer interactions, allowing for improved follow-up on unresolved cases or escalating as needed for resolution.
- Maintained clear communication with customers during troubleshooting procedures, ensuring understanding and swift resolution of problems.
IS Customer Support Analyst
Hershey Mexico
03.2016 - 01.2019
- Troubleshot problems with software, hardware and networking for users.
- Conducted regular reviews of closed tickets to ensure quality control measures were upheld throughout the support process.
- Collaborated with cross-functional teams to identify and resolve recurring customer concerns.
- Tracked changing software and technologies with potential to impact customer requirements.
- Managed high-volume support ticket queues, prioritizing cases based on urgency and impact.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
Education
Bachelor's Degree - Engineering in Service Companies
ITESO
Tlaquepaque Jalisco 05.2001 -
Skills
Problem-solving
Team collaboration
SAP SD configuration
Vendor coordination
Invoice processing
Shipping and transportation
Intercompany billing
Output determination
Certification
Certified Scrum Product Owner
Timeline
Certified Scrum Product Owner
12-2024
Coordinator Corporate Solutions LATAM
Hershey Mexico
03.2023 - Current
SR Analyst IS Operations
Hershey Mexico
01.2021 - 03.2023
IS Application Analyst
Hershey Mexico
01.2020 - 03.2021
Customer Support Agent
Tata Consultancy Services (TCS)
01.2019 - 01.2020
IS Customer Support Analyst
Hershey Mexico
03.2016 - 01.2019
Bachelor's Degree - Engineering in Service Companies
ITESO
05.2001 -
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