John Amparo
Denton,Texas
Summary
Results-driven IT professional with Tetra Pak experience, skilled in data analysis and project management. Trilingual communicator adept at enhancing user experience and reducing incident rates by 30%. Proficient in Microsoft Azure and team collaboration, consistently delivering impactful solutions and improving operational efficiency.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Developer - Adoption and User Experience
Tetra Pak
Denton, TX
09.2024 - Current
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Participated in drafting surveys for end user experience feedback and overall product improvement.
- Conducted product data analysis reporting for campaign efficacy.
- Accessed and analyzed API from ControlUp surveys for product improvement.
IT Analyst - Global Service Desk
Tetra Pak
Denton, Texas
08.2017 - 09.2024
- Supported thousands of IT systems that widely affect the company (networking, virtual machine, Windows 10, active directory, VOIP, digital certificates, email encryption).
- Formulated knowledge base articles in order to reduce incidents related to simple technical issues by 30%.
- Awarded analyst quality award – April 2020.
- Responsible for handling / supporting of Rockwell licenses for field service engineers.
- Handled staff weekly scheduling for all analysts’ functions (phone / chat support, dispatching incidents, internal trainings).
- Convened directly with the infrastructure department for solutions of major incidents and problem cases.
- Communicated daily with remote manager (in Sweden) regarding staffing updates, technical trainings, and integrating of new technologies.
- Provided training to end-users on how to use newly deployed systems effectively.
- Assessed usefulness of pre-developed application packages and adapted to user environment.
- Consulted with management to reach agreement on system principles.
- Collaborated with team members to deliver projects within scheduled deadlines.
- Acted as Denton cluster ambassador to communicate agent feedback to improve incident quality.
Trilingual Support Agent
Cinemark Support Center
09.2013 - 08.2017
- Provided digital support to theatres in US, Central, and South America.
- Lead support center operations once a week by overseeing agents' projects and assisting in improving overall customer satisfaction.
- Completed “Lamp On” report that detects failures in projectors, which enhanced the business's performance.
- Awarded outstanding trilingual agent of the year (2016).
Education
B.S - Information Technology & Systems
The University of Texas
Dallas12.2020
Skills
- Windows 10, 11 OS
- Active directory management
- Microsoft Azure Portal Administration
- VPN
- Microsoft Office 365
- Team building / organization
- Project management
- SQL
- Data collection management
- Microsoft power BI
- Data cleaning
- Data visualization and presentations
- Trend analysis
Certification
ITIL - Foundation Certificate in IT Service Management, 2021
Languages
Portuguese
Native/ Bilingual
Spanish
Full Professional
Timeline
IT Developer - Adoption and User Experience
Tetra Pak
09.2024 - Current
IT Analyst - Global Service Desk
Tetra Pak
08.2017 - 09.2024
Trilingual Support Agent
Cinemark Support Center
09.2013 - 08.2017
B.S - Information Technology & Systems
The University of Texas
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