Miguel Esquivel - IT Support & Operations

[ BIO ]

Versatile IT Specialist and Operations Leader with 10+ years of experience in technical support, reverse logistics, and people management. Expert in client account management, vendor relationship tracking, and hardware troubleshooting combined with a strong technical foundation in frontend web technologies. Proven track record of leading teams with a people-first culture while consistently smashing operational goals and maintaining strict SLA standards.

[ SKILL TREE ]

HTML5 / CSS

JavaScript

Core Databases

Reverse Logistics & RMA

Vendor & Client Account Management

Shipment Tracking & Supply Chain Follow-up

Hardware Troubleshooting (Laptops, Printers, Projectors)

IT Ticket Management

Windows & Linux

Intermediate MS Excel & Office

SLA & Escalation Management

People Management (People-First Culture)

Goal-Oriented Leadership

[ MAIN QUESTS / EXPERIENCE ]

ZT Systems — Warranty Operations Coordinator 2021 – Present

Managed high-value client accounts requiring hardware replacement, warranty tracking, and return merchandise authorizations (RMA).
Coordinated reverse logistics by returning defective components to vendors for repair or swap, meticulously tracking timelines and return integrity.
Executed end-to-end shipment follow-ups to guarantee that hardware parts returned safely and strictly within established SLA windows.
Fostered a collaborative, people-first team culture while consistently achieving target business metrics.

Huawei — Complaints Manager 2017 – 2021

Resolved complex technical escalations and critical incidents for global clients.
Managed and developed cross-functional teams, balancing employee well-being with strict operational goals.
Designed data tracking and reporting tools using intermediate MS Excel and PowerPoint.

Accenture — IT Support & Systems Analyst 2016 – 2017

Provided comprehensive IT Help Desk support, diagnosing system issues across Windows and core database setups.
Managed hardware lifecycle, troubleshooting and repairing laptops, printers, projectors, and network connections.
Maintained system documentation and optimized ticketing response times.

ATENTO México — Backoffice Technical Employee 2011 – 2016

Handled hardware connectivity, device configurations, and standard software inquiries.
Optimized internal database entry routines to streamline user support productivity.

[ SIDE QUESTS / EDUCATION ]

UNAM – FES Aragón (2014 – 2020) | Computer Software Engineering Degree