Computer engineer, wide experience in international enterprises, business analyst, data entry, and translator,
WORK EXPERIENCE, ACHIEVEMENTS AND PROJECTS:
March 2020 up to September 2022 - Dell EMC - Connectrix - Cisco MDS.
I worked as a Cisco MDS technical support engineer, I used to troubleshoot technical hardware issues as well as configuring switches, DCNM is the tool that is used to manage the fabrics and I used to guide customers on this, also I used to manage worked orders to have hardware pieces replaced, and follow up with these to make sure they completed correctly, I used to take chats, Avaya calls, and tickets as well.
March 2018 up to September 2019 - CIBC - Account Creation SecDel Queue Tracker – DXC.
I worked as a queue manager in the Security Delivery department. My role consisted on delivering answers to users from the Canadian Imperial Bank of commerce based on technical requests in regards to Unix Servers, reviewing LDAP user account privileges, WintelServers, reviewing Active Directory user account privileges and general info about Large Platforms, such as AS400, S390, Infoman, and Non -Stop account creation requests, assuring the SecDel Outlook Inbox was up to date and the clients were as satisfied as possible, routing users to the appropriate different departments within DXC, setting up change requests reminders on the 24/7 coworkers calendars so that the change was done timely, reviewing active directory users profiles to analyze what request was required for them to submit. By the time very much of the previous manual assignation was automatized, as well as the password reset automatization was improve, there my role consisted to be highly concentrated that the BOTs were processing them appropriately, if not I had to manually assign them, as well as assigning incident tickets and account creation priority requests to the account security officers and pushing them based on their availability, align with the education and retention of customers follow-ups based on the account SLAs, and sometimes special instructions provided by my supervisors. Special goals: In the beginning there was a problem because the coworkers objected that the assignation was not been done impartially, so I developed an Excel table where the assignation was done daily based on the agents on shift but with a monthly auto-sum separated table, so at the end of moth I used to make sure every agent had the same amount of account creation requestsassigned .
May 2017 - Intern - Infrastructure engineer - Boston Scientific.
I was first hired as an Intern-field technician, I used to fix hardware issues, changing parts of laptops and team-clients, printers and reimaging PCs, this in a face-user reception, then after 2 months I was promoted as an Infrastructure engineer Intern, I handled different scenarios, since to validate document processes for third party infrastructure works, as well as giving maintenance to the servers room, changing cassettes ofstorage, special routing cabling for different stations to make sure every employee has the predetermined access to the network. Data Entry Project: Receiving instructions from an Irish technician, running Scripts to detect and register all LATAM devices that owned an IP intoRemedy.
June 2016 - Met Life - Help desk - Hewlett Packard Enterprise.
I experienced multiple technologies, such as the troubleshooting of the security of outlook profiles. I got used to a self-sufficient work environment in which the work had to be done with a strong analytical and technical problem solving-skill, following up of the pending cases was a must, by the time because my not high demanding users calls schedule and my university attendance schedules, I received a WFR.
September 2015 - Comcast security assurance – Concentrix.
In this position, I used to be the top seller of an internet insurance. I used to receive many positive scalations. I encouraged my team by making me hear, showing an e ffective way to assist a user even withouthiscooperationandunderalotofpressure,thenIdecidedtogrowandmovetothenextenterprise.
FORMAL STUDIES:
2013 - 2017 - Graduated as Computer Engineer - Universidad Central. 2012 - High School Diploma - A.T.M (top best grades in final tests).
2014 - 2015 – IT essentials certificate- Structured cabling with fiber optic and UTP (920 hours) - I.N.A.
2017 - CCNA 1 - U.C.R (graduated with honors / first module only).
2020 - ISM - Dell EMC ( Information Storage Management)
LANGUAGES: English-95%/ Spanish-native speaker / Portuguese-60%