OBJECTIVE:

To Secure a Management position where I can add value to an organization with my leadership experience to motivate and lead a team toward providing consistent, high - quality customer service, increase efficiency by process improvements and meeting customer satisfaction goals with innovated solutions and advanced IT technologies while working remotely.

SUMMARY:

• Over 12 years of IT experience in technology and business.
• Demonstrated strong leadership in motivating a team toward providing consistent high-quality customer service.
• Responsible in gathering and documenting Business requirements in team meetings and leading discussion and resolutions.
• Being initiative in improving processes to increase efficiency and responsiveness to customer requests.
• Excellent time management, multitasking, prioritization and organizational skills.
• Ability to work independently under minimal supervision and a good team player.
• IT Service Management experience with Project Management skills.
• Proficient in client communication, negotiation and decision making
• Holds high stress tolerance and can meet tight deadlines.
• Exceptional analytical, logical and problem solving skills.
• Fluent in English and Spanish.
• Attentive to details.

EXPERTISE AREA:

Leadership: Provided orientation and training to new employees. Supervised and mentored a team of several contractors. Observed staff performance and provided feedback and other forms of guidance. Managed incident tickets and assisted clients’ IT needs with outstanding support.

Performance: Set goals and met the mission statement and objective of the organization. Earned a reputation for maintaining a positive attitude and producing high quality work at all times.

Collaboration: Delegated critical issues on network outages for fast resolution and complete customer satisfaction. Drove fixes through other teams or third party vendors.

Innovation: Identified and implemented new ways for team members to increase productivity and reduce network outages.

TECHNICAL SKILLS:

Networking CCNP, CCDA, CCNA: Network planning, network design, analyze and implement network changes, network troubleshooting and support, LAN connectivity and network device installations, problem solving and support to new business request.

System Administration: Proficient in system administration, computer software and hardware replacement, installation and troubleshooting.

Technical Writing: Skills in writing reports, instructions and technical documents. Proficient with MS Word, Excel, PowerPoint and Visio.

ServiceNow: Experience as ServiceNow administrator and Data Management of the Configuration management database (CMDB); ServiceNow reports, templates, notifications, and creations of users, groups and roles. ITIL Best practice Service Management.

Web: SharePoint, HTML, Web page design.

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow IT Manager-Business Analyst, Texas

Responsibilities:

• SharePoint’s Administrator for the ServiceNow Data Admin team and responsible in updating all internal process documents, Training material used by the Data Admin team, calendar, Tasks and group members Permissions.
• Trained and mentor other members within the Data Admin team to be familiar with our BAU process and CMDB.
• Responsible in resolving Catalog Requests from the ServiceNow tool administration module and reviewing and approving the creation of new Groups, IT Services, Applications, Business Services, Routing rules and Blackout Freeze rules.
• Assisted Configuration Sector Managers with their CI’s Mapping Relationship between Applications, Application Instances and infrastructure devices between Aperture and ServiceNow by using the Business Service Management Maps (BSM) and the Aperture Admin Tools which allowed updating the mapping of several hundreds of records to sync between Aperture and ServiceNow.
• Responsible for analyzing and troubleshooting data feed issues between ServiceNow and external sources such CSI, CTC, Aperture, Atrium and CDBI.
• Escalated CitiCMDB Incident tickets to our CitiCMDB development team and Level 3 Business Analyst team for further diagnostic and resolution.
• Performed the update of thousands of CIs records in ServiceNow by running several Bulk Onboarding transforms that prevented a lot of manual entry and human entry error.
• Performed testing in ServiceNow DEV, UAT and Post implementation validation of IT Service releases and defects.
• Created custom reports through the report module in ServiceNow.

Network Change Implementation Specialist

Confidential, Irving, Texas

Responsibilities:

• Performed configuration network changes for the Confidential ’s Change Team Global Command Center by providing consistent monitoring, alarm processing, problem verification and isolation support to critical network devices for Banks in North America, Latin America and around the Globe.
• Responsible for cutover changes and Migrations of new and existing hardware equipment on Cisco and Nexus platform devices such as 6509, 3600, 2600 routers, Catalyst Switches, Circuits and CSUs/DSUs.
• Applied routing changes on Cisco devices including OSPF, EIGRP, RIP, Ethernet Switching and multiple layer 1-2 protocols like Frame Relay, HDLC and PPP.
• Responsible for engaging with vendors and third parties to perform network changes, testing and upgrades to Domestic and International WAN circuits; such ATT, Verizon and others.
• Performed Data and Voice VLAN updates and Switch port Speed and duplex changes on Cisco devices from tickets created in Virtual-Request.
• Provided training materials and assisted the management team by supervising a group of contractors working on projects for Banamex.
• Created troubleshooting procedures and process improvement documentation to reduce network down time and prevent human errors when working with Cisco devices
• Experience with ticket management and real-time Monitoring tools such NetCool, SMARTS and NetInfo.
• Provided Network troubleshooting and problem documentation by opening tickets through Virtual-Tech.
• Applied scripted bulk updates to hundreds of devices on the Citi Network by using Alterpoint.
• Performed IOS upgrades to Cisco devices by loading the latest image from the TFTP servers.
• Responsible in providing orientation and training to new employees that joined the firm.

Infrastructure Engineer

Confidential, Fort Worth, Texas

Responsibilities:

• Responsible for planning, drawing the design and implementing the network infrastructure for American Airlines sites worldwide.
• Provided support to networking issues in the LAN environment to support new business requests by creating, updating and modifying network Visio diagrams and documentation including cable mapping, rack elevation, IP address allocation and switch port assignments.
• Managed the LAN connectivity and network devices installation of Cisco routers and Catalyst switches such 1600s, 2500s, 3620s, 3750s, and 4000s series routers also 1900s, 2900s 5500s, and 6509s Catalyst switches
• Worked with the American Airlines team, Telco carriers and vendors to analyze and provide network solutions to their data and bandwidth communications.
• Responsible in managing the migration connectivity from the SITA frame-relay and token Ring network to the MPLS network for all AA Sites.
• Performed critical configuration changes to Cisco routers and switches using RIP, IGRP, EIGRP, OSPF, BGP routing protocols.
• Configured routing and switching configuration changes including VLAN port assignments and changes to Ethernet interfaces.
• Managed all IP addressing assignment for over 250 end users in multiple sites to activate client’s connection.

Point of Sale (POS) Specialist

Confidential, Plano, Texas

Responsibilities:

• Provided technical solutions in software and hardware for FedEx POS devices including Electronic Cash Registers, Barcode scanners, Receipt printers, Electronic scales, Card readers and Touch screen terminals.
• Resolved computer equipment and onsite hardware installation problems by utilizing extensive knowledge of Windows XP, 2000, User Management tools, TCP-IP, DHCP and VLANS in a multi site environment.
• Solved Remote VPN account issues, client wireless connectivity, Internet and Outlook support, Antivirus software and Windows Updates.
• Remote desktop support through PCAnywhere and software troubleshooting on PeopleSoft and Kronos.
• Responsible in training and updating all internal documentation.

Network Specialist II

Confidential, Irving, Texas

Responsibilities:

• Responsible in resolving product and client installation problems by utilizing extensive product knowledge and troubleshooting experience.
• Troubleshoot and diagnosis of hardware and software issues, including POTS telephone systems and Wide Area Network troubleshooting.
• Experience in providing network administration on routers, switches and client/server systems.
• Experience in monitoring and performing maintenance activities on server hardware.
• Performed technical support in Microsoft operating systems (NT, XP, 2000).
• Provided Remote support through RAS, modems TCP-IP, and PC-DUO.
• Experience in working with different Telco carriers.

Technical support II

Confidential, Plano, Texas

Responsibilities:

• Resolve users’ technical issues on hardware, software and wireless networking devices.
• Troubleshoot desktops and laptops such as Dell, HP, Toshiba, Sony and Clone systems.
• Responsible for all bilingual inbound calls, ordering parts and dispatching service to clients.
• Led and train new technicians on desktop and laptop troubleshooting and company policies.
• Troubleshoot peripherals including Wireless Network Modems, Routers, Network Adapters, DVD/CDRW, Printers, Monitors and Handheld Pocket Systems.
• Worked with computer programs such as Vantive, SIEBEL 7, SIEBEL 99, for documentation logging, customer tracking, agent monitoring and technical support.

Technical support

Confidential, Carrollton, Texas

Responsibilities:

• Answered escalated supervisor calls from clients asking to talk to a higher level technician.
• Assisted technicians with any troubleshooting questions on software applications and network connectivity issues.
• Generated random query reports through Microsoft SQL on technicians’ performance by listening to their calls and getting statistics data from the company database.
• Responsible for authorizing technicians for ordering parts and dispatching service for clients on computer systems such as Compaq, IBM, Toshiba, Sony, Laptops and PDA devices.