PROFILE:

IT Specialist that has grown professionally working in IT areas inside recognized global Companies with more than 20 experience years. Being part of quick - response customer support teams and working on multiple highly complex projects of WEB/Cloud environments, with extremely critical deadlines, has acquired great valuable knowledge to led/ support/ troubleshoot issues related with operating systems (Azure/ Windows Admin), SDLC methodologies, Service Desk Manager, HelpDesk, ERP Applications, Azure Cloud-Based services, network management and high-end on-premise architectures

TECHNICAL SKILLS:

System and Processes analysis Modules Implementation Project Management Customer and Users Services Manufacturing Environment experience Production Support Engineer, more than 7 years • Application Support Engineer, more than 7 years Windows Admin(Administrator, networking, AD, Hiper-V, support), more than 5 years • Site Servers Administering - more than 5 years PC's(Windows and Macintosh), Printers, other periphericals support - more than 5 years • UTP Structured & OF Cabling - more than 3 years PBX Administering MS Azure Management (Create Users, Apps Install, Path Privs, VM, use AD), 1 year Technical Support Engineer, more than 10 years • Operation and Customer Support, more than 15 years Tester (Manual and Automation) more than 1 year Technical Team Leader (Coordinating Incidents and Problems with virtual team resources from different countries and cultures), more than 2 years Business Analyst, more than 1 year Network Manager(WAN, LAN, PBX).- CISCO Routers, Bi-routers, Modems, Terminals - more than 3 years • Oracle and SQL DB Administrator, more than 1 year Client relationship and negotiation skills, more than 10 years Participating in regular status meetings and follow up with internal and external teams. Escalating and engaging the unresolved incidents to higher levels teams Working with 3rd parties Business and international vendors as Autefa PLC Automation, Microsoft, RackSpace, Dell, HP and ServiceNow

EMPLOYER DETAILED HISTORY:

Confidential

Help Desk and Application support

Technology: Windows, .NET, FTP, SFTP, VNC, Lenovo and HP Laptops, FollowMePrint

Tools: Poweshell, Outlook, Skype, RDP, Terminal Server, ServiceNow, Salesforce, Telnet, GoTo Assist, 365 Office, Softphone

Responsibilities:

• Document and tracking incidents/Tasks using ServiceNow Attend Incidents and Tasks from Clients related with different topics (Access, Application/Software, Technical issue, SSL Certificates requests, etc.).
• Providing initial troubleshooting and follow up with other engaged support teams Operations and Customer Support.
• Coordinating with virtual team resources from different countries and cultures Participating in regular status meetings and follow up with internal and external teams.
• Escalating and engaging the unresolved incidents to higher levels teams.
• Engaged in a special requirement by the Client on site to prepare a tactical and strategic plan to proceed with an update and upgrade process in their IBM Blade DC Servers, working with VMWare ESX OS and some others in Windows/Linux OS.

Confidential

Tech. Support Analyst

Responsibilities:

• ERP support(ERP Enterprise, XLC, Financial, AFR, FRx).- Identify, analyze, research and replicate often complex problems within the applications Field incomingClient questions/issues from various sources (phone, email, web, etc.) Document all analysis, actions and customer communication in an electronic tracking system
• Provide action advice, based on the priority of the situation Provide ongoing, friendly communication with customers on open issue status until resolved, according the SLA with Client Product installations Answer Books, based on solutions

Confidential

Support Engineer

Responsibilities:

• Identify, analyze, research and replicate often complex problems within the application Field incoming Client questions/issues from various sources (phone, email, web,etc.)
• Document all analysis, actions and customer communication in an electronic tracking system Provide the best course of action based on the priority of the situation, the analysis performed and all possible solutions.
• Request the fix for the found bug to the Sustain Engineer Team and be coordinated with them, until the deliver and test of the fixes.
• Provide ongoing, friendly communication with customers on open issue status until resolved, according the SLA with Client Maintain the MTTR(Middle Time To Resolve) all the assigned issues. Integration support with the other CA products like EEM, BOXI, Service Catalog, IT PAM, APM, Spectrum Publish knowledge based solutions

Technology: Windows/AIX/Linux Servers, Oracle, SQL Server, Tomcat, Web Services, Spel Code, HTML, BOXI

Tools: Outlook, Communicator, lync, Webex, VMWare, Oracle 11g, PL/SQL, ITIL, Web Screen Painter, Active Directory

Confidential

Tester

Responsibilities:

• Testing support and coordination.
• Assure the test environment and data are ready to execute the tests.
• Execute test cases according the plans for new features and regression.
• ST, FT and UAT Environment.- write and maintain the test scenarios and test cases.
• Attend Customer meetings Identify, report and track defects/bugs until its resolution
• Collect and report results and metrics of tests Member of TCoE in charge of Develop Data Extraction, Validation and Files compare tools Stored Procedures(Oracle PL/SQL and SQL Server)

Tech. Appl.: Windows Servers, AIX/Unix Servers, Oracle, SQL Server, Banamex/Citi internal systems

Tools: JRE, JVM, Outlook, Communicator, VNC, Mercury Quality Center(MQC), Oracle 10g, PL/SQL, CMMI 3.5

Confidential

Technical Support

Responsibilities:

• Tech. support for Customers in USA(250 aprox.) Help Desk Training

Tech. Applied: Windows Servers, POS Systems, Call Center facilities

Tools: Outlook, Communicator, VNC, Excel, Office, VNC

Confidential

Librarian support / Security Administrator / Technical Leader

Responsibilities:

• Application s upport for the IBM IDS systems life cycle, implementing new software releases into the pre-production environments (Dev., Test, UAT) till the final deployment in Production.
• As Secadmin(Security Administrator) apply and assure the right perms for users, according the established profiles by the application Customer.
• Prepare and execute Test Cases Contact and coordinate with other teams the follow up for defects, bugs, fixes, scheduled releases and emergency processes during the week.
• Update technical docs. Attend and lead team weekly meetings Training and Mentoring for new team members

Technology Applied: Windows Servers, AIX/Linux servers, Web Services, Java, Networking, IIS, C++, Eclipse, JCL, DB2, REXX, MVS, VMWare.

Tools: Rational Team Concert, Sametime, Lotus Notes, PL/SQL, Buildforge, CMVC, Telnet, ftp,Access, SCPS, ClearQuest, ClearCase, KITE, Camstasia, CMMI lvl 5.