Experience

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  Freelancer

  Jan 2004 - now

  It technologist

  As Computer Technician and Computing Technologist I has been working as freelancer into the end user support field, in particular on computer support. This has been an alternative to my different jobs through the time and give me a good knowledge level in the following skills:* Windows OS advanced support.* Office Suites basic and also advance support (Microsoft Office, Libre Office, WPS and other suites)* Basic knowledge of Linux OS.* Network support (IP configuration, solving common issues related with connectivity, join a computer to a company's domain, WiFi router configuration and network cards configuration).* Hardware support and advising for new purchases, upgrades and solutions of issues of this kind.* Support and configuration of Antivirus applications for Windows OS.* Giving tips and security recommendations to keep the OS health in good levels. Show less

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  Informatica servicios y soluciones de colombia s.a - subsidiaria ibm

  Nov 2007 - Aug 2012

  In this position I had the opportunity to get my ITIL Foundations Ver.3 certificate.Gain knowledge about GDF 3.0.Gain knowledge about Lean / Six Sigma.Comprehensive handling knowledge about both internal and external complaints.Gain knowledge about protocols and end user relationship etiquette.Gain knowledge about coordinate the Help Desk employees.Gain knowledge about generation and interpretation of reports files from the Help Desk operation status.Ensure the SLA monthly accomplishment, through daily monitoring and operation tracking.Comprehensive knowledge about handling of phone monitoring tools like Avaya CMS, and also the generation of reports from this application. Show less

  • Incident Manager

    Aug 2011 - Aug 2012

  • Help Desk Supervisor

    Dec 2009 - Aug 2011

  • Help Desk Supervisor - Backup

    Jul 2009 - Dec 2009

  • Support phone agent

    Nov 2007 - Jul 2009
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  Susts ltda (subsidiaria unisys)

  Sept 2012 - Jul 2017

  *Provide training about Unisys general procedures.*Share knowledge specific for the assigned project.*Support the service desk with reinforcements and trainings required.*Design new training material.*Verify and update the existing training material.*Support team members with their trainings (general and/or specific).*Acquire knowledge about new platforms to support training activities, for example OneNote forClassroom or Microsoft Classroom, even get deep with knowledge about Moodle platform.*Provide training and support in SENA's resources integration (practitioner and school practitioner). Show less Accomplished the monthly monitoring to the assigned client.Perform the 90% of feedback to the agents whom get qualitative score "No pasa"and less of quantitative score 94%.Register complaints and suggestion received in the quality mailbox before 30 minutes, sending the proper response to the end user.Check periodically the issues status in order to they can be solved on time.Generate internal issues to the IT departments each time an improvement opportunity is detected.Propose improvements opportunity to the quality department. As an achievement I reached in this short time as Quality Analyst was the initial implementation of Quality process (calls monitoring) to the Microsoft client, due to currently isn't established for that client, but it is necessary in order to ensure the client is receiving the best service possible in terms of quality. Show less Technical assistance to Microsoft full time and vendor employees on software in beta phase, RC and stable stages (Windows, office, etc) via telephone, mail and chat.Technical assistance to the field operations agents in any issue faced when they were giving face to face support to the full time or vendor employees.Analysis and approval of escalations to resolver groups.Ticket analysis looking for procedure failures and improvement opportunities.Backlog ticket reporting, First Call Resolution (FCR), First Level resolution (FLR), escalation and process compliance follow up for Service Desk tickets.Coaching and training for new and current service desk agents in IT products and excellent customer service practices.Attend meetings and War Rooms for critical incidents when needed.Submission of training and procedure manuals so knowledge database articles can be updated or created.An achievement I reached as Microsoft SME was a recognition as the agent of the year to the Bogota-Colombia Help Desk in the years 2013 and 2014. Show less Provide support with quality to the different assigned clients.Achieve the SLA's established by the client.Get 95% in the monitoring report form quality department.Document tickets in Spanish and English appropriately.Improve my technical knowledge, not only the general but the specifics for the clients I was supporting.An achievement I reached as support agent was a recognition on December 2012 due to my client engagement, pro activity, excellent client service, best quality monitoring results and determination to perform the assigned tasks. Show less

  • Knowledge Manager - trainer/coach

    Nov 2016 - Jul 2017

  • Quality Analyst

    Mar 2015 - Nov 2016

  • Subject Matter Expert

    Mar 2013 - Mar 2015

  • Support phone agent

    Sept 2012 - Mar 2013
• 

  Tivit

  Aug 2017 - Sept 2017

  Incident manager

  Manage as soon as possible and with lower possible impact, incidents with high andcritical impact.Keep up to date the critical incident log in order to use it in weekly meeting with theclient.Create tickets in English to be managed by client global resolver groups.Tracking daily Incident Manager group into ticket system in order to attend in timeassigned tickets.Contribute with process knowledge, contact, elevation groups and others looking forcreate a help file to support daily duties of team work. Show less

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  Sonda

  Feb 2018 - Aug 2019

  Técnico de soporte 2

  Offer support to end users on the assigned customer as technical in house support.Support to customer’s infrastructure (networking, Windows server, virtual machines, IP phone configuration, data backup, etc).The main goal in this job was get knowledge about infrastructure through daily support and self-study.Another goal was to implement the knowledge database with elementary IT concepts and procedures regarding with QA standards.

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  Global hitss

  Sept 2019 - Mar 2022

  Knowledge analyst

  I have the responsibility to create documentation for IT tier 2 and 3 like manuals, guides, knowledge articles (KBA) and video manuals.I have to manage access to knowledge data base in SharePoint and keep the documentation updated, also performing frequently maintenance (removing from SharePoint users who doesn't work anymore in the company and adding those new IT employees to this data base).

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  Trellix

  Mar 2022 - Dec 2022

  Technical support engineer

  As TSE in Trellix I have the following responsibilities:- Technical Support for Trellix Endpoint Security Products (Former McAfee Enterprise)- Technical Support for Trellix EDR/XDR Solutions. - Handling High Severity escalations through Phone and Email. - Support for Malware related incidents and stopping virus infections for customers.- Provide configuration and installation assistance for Trellix Products.- Provide assistance for general support questions as an Endpoint Security and EDR SME. Show less

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  Allstarsit

  Dec 2022 - now

  Technical support engineer

  As TSE for AllStartsIT and Morphisec customer, I have the following responsibilities:- To be the go-to person at Morphisec for customer issues.- Work with the Customer Success Managers, Sales Engineering, Engineering, and Product teams to ensure customers can successfully operate Morphisec's products.- Provide configuration and installation assistance for Morphisec products.- Actively collaborate with other global team members to put together the required tools, methods, playbooks, and processes for the product’s support. Show less