H. E.

Naval Militar 132 - 8 - 301 Coyoacan, Mexico City +52(55) 43564697

lumata@gmail.com

LUIS EDUARDO MATA CALLEJA

Career Overview
Client-focused Technical Support, Project Manager, Team Leader, Service Support, Web Support and
Microsoft-based applications specialist with more than 11 years of experience in customer care, remote
and on-site help desk, as well as implementing innovative applications and achieving high client
satisfaction by leading a team.

Qualifications and Skills

Enterprise-Wide solutions

Excellent problem-solving abilities

Document management

Strong problem solving/troubleshooting

Software, Customer Care, Managing

skills
Strong analytical skills

personnel.
11+ years of solid technical help desk

Hands-on and proactive

experience
Customer needs assessment

Strong working knowledge of Windows,

Linux and MAC OSX operating systems

Quality communication

Ability to work well within teams and foster

teamwork(s)

Presentations

Team building/leadership

Experience with IT audits

Knowledge of web technologies, protocols

Web technologies

and tools
Information security

Databases knowledge

Extensive background knowledge of

troubleshooting Outlook and some other

Excellent diagnostic skills

MS products
Expertise in Windows 7, XP, Vista, 2003 and

Network/Server maintenance
Systems upgrades

2008 server
Strong Project Management skills

Remote access technologies: VPN, Terminal

Systems backups

Services and Citrix

Technical skills
Skills

Experience

Total years

Last used

Windows, MAC OSX.

Senior

11

Actual

Microsoft SharePoint 2007 and 2010 (Administrative Level).

Senior

Actual

HTML, CSS, JavaScript, XML

Junior

Actual

Education and trainings

University Degree

2001

IPN - ESIME Culhuacan

Information Technology (Computer Science
Engineering)
Certifications

2003

Kapellman Educacin
MCSE 2003 (not finished)
ACS
Standard American Dialect Program

2010

Professional experience
July 2013 Now

External Consulter
Mexico City
Systems Engineer
Tech. Support and help desk on different Microsoft applications as well as App.
Servers and Web Servers, Weblogic, Websphere and IIS for Citi Group in the US
and Banamex in Mexico City as well as Telcel in Mexico.

January May 2013

Tiempo S.A. de C.V.

Mexico City
Systems Engineer
I was in charge of on-site tech. support as well as to create reports using AS400,
Excel, Word, etc. I was also in charge of communications between the office in
Mexico City and Corporate HQ in the US; I also was the Team Leader for the new
website project of the company.

August - December

External Consulter

2012

Mexico City
Team Leader
From early August until December 2012 I've worked in different projects as an
External Consulter; Leading teams to develop new applications with
technologies like Java, C++ and PHP. Some examples of these projects are
applications for Android and iOS, new software to administer a local Videoclub
developed with PHP, a LOCs counter for a school that should be used for
educational purposes and a B2B website for a Legal firm in Veracruz. I've worked
with people from Adquira, Bancomer, Santander, Boton Verde and Aritmetica as
well. I also administered a 2010 MS SharePoint farm.

January 2011 - June

Affiliated Computer Services

2012

Mexico City
Team Leader - Web Hosting Support and Development Services
Now in this second period, Im the Team Leader of the same team that I used to
work with, my responsibilities are the same as usual but now I also need to do
more administrative tasks as well as delegate work to my team, create and send
reports to Symetra as well as a SharePoint administrator of several farms,
setting them up, upgrading their performance, monitoring them, deploying WSP
and adding/maintaining new websites on IIS.

June 2007 - June 2010

Affiliated Computer Services

Mexico City
Infrastructure Management Associate - Web Hosting Support and
Development Services
During my first period at ACS I was a web analyst in charge of support and
develop services for an Insurance company (Symetra) in the US, almost their
entire job is web-based and so I have to fulfill all their necessities, not only for
web applications support but for web servers support as well. This job gave me
the opportunity to work with people from around the globe (Bangalore, India and
the United Stated) as well as innovate and create; all I needed was basic
requirements and instructions. I was responsible to support applications such as
Microsoft IIS, ASP, Citrix apps, Microsoft Servers, research and installation of new
applications, OS support (mostly Microsoft Windows Server based), analyze
different scenarios to troubleshoot our customer problems, I had to support
around 150 servers for Symetra in all their different environments (DEV, QA and
PROD) etc. I have 8 years of experience working with IIS, Apache, Microsoft
Project, Adobe Flash, Microsoft Administrative Tools, Citrix to Control remote
servers and different web-development tools and 4 years of experience working
with Microsoft SharePoint technologies. I had to be available to my client 24 hrs.
per 10 days every month, this was our on-call rotation on the team, due that we
were 3 people supporting Symetra Financial. I was a part of the Web team
supporting the transition of Allergan during 2007 and I had the opportunity to
work with technologies such as IBM Websphere, after that I was responsible of
the installation of this application in different Symetra Financial Servers.

September 2006

Micros Fidelio Mexico

May 2007

Mexico City and Buenos Aires, Argentina

Systems and database developer
I was an Installer Junior in charge of supporting and installing the a new solution
developed for Burger King Corporative Mexico for almost all of their restaurants
in Mexico; this solution/application was intended for controlling their sales
points in the restaurants and to have a full control of the servers. The
application was developed using VBasic, PHP, ASP and JavaScript. Also, I
traveled to Argentina to help the people from the Customer Care Dept. I was in
charge of the Burger Kings Mexico support team (troubleshooting issues with
software, hardware and networking); this kind of support was telephone and
web-meeting based. I had to determine the best course-of-action depending on
a specific situation/problem. I also have had to support Oracle, UNIX and Linux
servers. This job gave me the opportunity to develop a role as a manager during
my time in Argentina. I also have the duty/responsibility to develop a timetable
to give my team training about the new procedures and changes of the

application.
February - August 2006 Comisin Nacional Bancaria y de Valores
Mexico City
Specialist B - Systems Auditor
I worked at the Comisin Nacional Bancaria y de Valores as a Systems Auditor;
The CNBV is a government institution who regulates all the banks, financial
services institutes, insurance companies, etc, in Mexico. Ive made different
audits of their internal systems. I also was responsible to develop different outof-the-box applications for the OIC (Organo Interno de Control). This was a 6
months project job opportunity.
July 2003 - February

British Council Mexico

2006

Mexico City
Web Coordinator
I developed the new website, and I helped with the connectivity of the students
in the building; also I designed new brochures and all kind of papers for the new
image of the British Council. I also was a database administrator.

November 2002

British Council Mexico

July 2003

Mexico City
Web Manager (www.compartiedo.com.mx)
Designing and developing of the Compartiendo website, this website was a
bridge between the UK and Mexico for children to share their experiences in
both education and culture.

August 2002 - July 2003 Engineering Talent for Networks

Mexico City
IT Consultant
In the last years all my work was based on designing new applications using
ASP, COM, .NET and JavaScript, designing applications using those tools is the
job I love to do, I do not know an exact number of applications that I had
designed in the past but there were a lot of, in all the companies where I was
work I had to design innovate and create new applications.

Languag
es
Spanish

Natural speaking

English

100% Able to maintain a conversation in both technical and common topics