Itrean Paniagua

Experience

• 

  IBM

  Jan 2016 - Mar 2017

  Techinical support

  Responsible for providing technical support to remote Employees on dailyapplication and network issues. Also worked along with other team memberson a project to migrate VPN users to a different company domain. Providedremote support to users having outlook, salesforce, service now, and computerperformance issues.

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  SYKES Costa Rica

  Mar 2017 - Jan 2019

  Cisco TAC engineer

  Responsible for providing support to Cisco partners and customers, Collaboratewith network and security engineers to solve network outages as well as dailysecurity vulnerabilities and voice and video calling issues. Needed to grab andanalyze server logs and packet captures from collaboration solution servers totroubleshoot and solve complex issues using Wireshark and server logs to providethe root cause analysis and action plan to the customers efficiently for a case resolutionin a timely manner. Deep knowledge of protocolssuch as H.323, SIP, DNS, TCP, UDP,HTTPS, FTP, SSH, Etc. Mostrar menos

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  DXC Technology

  Jan 2019 - Jan 2021

  Incident Manager

  Responsible for dashboard monitoring creation of financial applications inService now. In Charge of data analysis, Trends, and KPIs by using Service nowDashboards, Power BI, and Excel. work along with engineers and managers ondaily meetings and also take action in priority incidents so they can be resolvedin a timely manner achieving SLAs. Provide feedback to engineers and leadsweekly and monthly, showing areas of improvement and KPI trends. Creationof KBs in order to help engineers resolve common issues being identified.Responsible for keeping SLAs achieved while migrating the ticketing systemfrom the service manager to service now Mostrar menos

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  CRG

  Jun 2022 - now

  High Touch Operations Manager