Jorge Jimenez

Experience

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  Lone Star College

  Mar 1997 - Mar 2001

  Learning Center Technician

  Monitored student Computer Lab. Troubleshoot Computer problems. Desk Coverage. Maintained Printers. Guided students with online North Harris College website browsing and features. Assisted employees with opening and closing procedures. Monitored Time Sheet accuracy and completion. Monitored Physical Mail circulation. Gave tours of the facility and placed reservations.

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  UPS Supply Chain Solutions

  Jan 2000 - Jan 2003

  Package Handler
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  Convergys

  Mar 2002 - Oct 2004

  Help Desk Technician

  Provided exceptional customer service to external customers. Provided telephonic and or electronic Technical Support for customers who use SBC DSL services. Troubleshoot hardware/software issues on PC (Win95, 98, ME, NT, 2K, XP) and MAC (OS 8, 9, X).Guided customers through the installation of RAM, Ethernet (NIC) cards, Internal modems, Routers and SBC Yahoo Software. Identify Network/application issues. Provided how to set-up/ use products, and answer presales questions. Used trouble ticketing system for tracking customer interactions and problem resolution. Used various administrative tools and online resources for troubleshooting and answering customer questions. Show less

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  Gallup

  Jan 2006 - Dec 2006

  Call Center Interviewer

  Called households throughout the United States conducting political and consumer research surveys.

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  Best Buy

  Jan 2006 - Dec 2006

  24-Hour Computer Support Task Force Agent

  Repairing hard drive crashes. Diagnose and Troubleshoot customer computer issues Making nonprinting printers print and maintained printers. Contained virus, spyware and malware outbreaks. Provided one-on-one training with customers. Provided PC-Related installations upgrades and repairs.

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  Hewlett Packard Enterprise

  Oct 2007 - Oct 2010

  Hardware and Software Integration Specialist

  Performs tests required to evaluate standard and special devices. Ensures that tests are performed within set parameters. Compiles data used to define changes in testing procedures, testing equipment, manufacturing processes and new test requirements. Analyze root causes, identify, isolate and document problems during the testing process. Performs audits and tests of software products in accordance with software test plans and procedures. Maintains documentation of test operations and reports results to engineering. Show less

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  Hewlett Packard Enterprise

  Sept 2011 - now

  With a solid commitment to Total Customer Experience (TCE), the team's goal is to intercept customer solutions prior to shipment from the factory and provide a continuous test audit framework.This proactive approach is intended to provide rapid solutions:• Comprehend the implications of product scripts and software settings to determine setting accuracy.• Perform final testing and audits of all enterprise and servers related to Hyperscale accounts.• Apply business modeling frameworks such as Business Process Modeling Notation (BPMN) to solution. Draw Business Process and workflow model based on needs.• Prepare detailed specifications from which programs are developed and coded. Creates appropriate documentation in work assignments such as program code, and technical documentation.• Directly contribute to solution development in the areas of process flow, business logic and user interface. Code test, debug, and implement process flows.• Analyze existing systems, programs, tools and workflows and propose enhancements to meet requirements and business goals.• Apply business concepts such as key process indicators, service level agreements, metrics and reporting to the solution.• Look at the customer intent and compare it against what is actually being set.• Catch any variables that may have occurred from initial solution release.• Update auditing procedures and documents for the team based on latest findings.• Communicate latest findings to team members thought out the 1st, 2nd and 3rd shifts.• Test beta testing solution software packages and report issues for debugging.• Implement roll out of approved testing solution software packages.• Support management with process time studies.• Create “Golden Nodes” to provide accurate systemic auditing solutions.• Monitor customer complaints and/or product issues as a feedback driver for auditing.• Attend customer feedback conference calls. Show less Performed tests required to evaluate new HP Operating System Images. My job was to ensure that the new OS image releases were congruent with the HP Image standards. On a weekly basis new images were released and verification of deliverables within each image was required. Deliverable verification included the check of HP and or Vendor deliverable version numbers. Analysis of these deliverables were required along with the distribution of each per OS Image. If any of these deliverables were not in accordance with HP Image or Distribution standards, root causes had to be quickly identified and documented during the testing process. Results of these test operations and documentation reports of these results are then generated and reported to OS Image builders. Show less

  • Senior Quality Auditor

    Oct 2012 - now

  • Quality Engineer (EOTA)

    Nov 2011 - now

  • Image Specialist

    Sept 2011 - Nov 2011
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  DXC Technology

  May 2019 - now

  Provides on-site field support to customers including installation, and servicing, and repairing complex systems and equipment. Reviews and approves operational quality of system equipment. Resolves customer problems in the areas of hardware/software installation, repair, upgrade, and maintenance. Resolves more complex installations and maintenance issues. Instructs customers in the operation and maintenance of systems/equipment. Ensures issues are referred to the appropriate personnel/service areas for follow-up, testing, and troubleshooting. Acts as a liaison with customers on administrative and technical matters for assigned projects. Performs complex analysis and prepares reports on system problem trends and issues. Provides leadership and work guidance to less experienced personnel. Show less As an Incident Manager, I act as the main liaison between the Project Migration teams, Application teams, and the Technical Resources for any issues that occur before, during and after the migration period. The incident Manager works with all parties to guide migration-related problems through the defined process where the Incident Manager will route the teams to the right resources for help. The Incident Manager reviews all problem tickets daily and works with all wave Project Managers, Migration and Application teams to ensure all tickets are resolved and closed out. Show less

  • Senior Assistant Field Technician

    Mar 2021 - now

  • Incident Manager

    May 2019 - now