IT professional with over 10 years of experience supporting clients, monitoring servers, and managing IT service processes. Bilingual in English and Spanish, skilled in incident resolution and security support.
Applied ITIL and internal protocols to oversee service delivery and incident management.
Monitored and supported various servers, applications, and communication links across organizations.
Provided troubleshooting and issue resolution for hardware, software, and network systems across multiple roles.
Handled security requests related to mainframe and AS400, including audits and special projects.
Freelance
Brink’s Inc
Provide N2 support to the different company branches, delivering multiple types of reports., Monitoring of different services required for the branches activity and communication, globally, following the IT Service management protocols and internal guidelines.
KIO Networks
Provide N2 support, delivery of reports., Monitoring of different clients servers around Central America., Account analysis involving the support and client requirements, elaboration of Risk Analysis Process (RAP) Process., Account coordinator of Mainframe Support., IT Service management.
KIO Networks
Provide N1 support, delivery of reports., Monitoring of applications, servers and web service links., Process improvement/compliance., Incident management.
Bachelor in Humanities
Bachelor in Economics
Bachelor in Bilingual Commerce
Delivered technical and customer support for appliances, hardware, and software, supporting diverse customer needs.
Affinity_Global
Provide internal support to hardware and software, updates and assistance to any technical inquiry in the company.
Hewlett Packard Enterprise
Request management and support of Mainframe and AS400 security related issues., Providing additional support in different tasks as: audits, special request and projects.
Hewlett Packard Enterprise
Verify the status of multiple servers around the world, providing support and immediate problem resolution related to the operation branch.
LG Electronics
Provide phone support to customers with problems with their appliances, troubleshooting and setting up of repair services.
Dell
Provide remote support to customers with a Gold (Pro Support) support warranty, executing different types of support following the warranty layers including the seamless support for the resolution of specific issues, investigating the possible causes or reasons of the issue., Handling of technical escalations, for this project I provided support in sensitive situations representing the department covering the regions of Latin America and Caribbean.
Dell
Provide technical support to customers over the phone, solving computer issues following the guidelines of the company., Coverage of internal group tasks as the generation of different attendance reports.