Juan Mata

Experience

• 

  Sonivision S.A.

  Jan 2009 - Jan 2011

  Networking Technician

  Networking Technician (CCTV – Fire alarms – Wireless)

• 

  Hewlett-Packard

  Feb 2011 - May 2015

  ITO engineer

  -Provide support as a Procter and Gamble (P&G) incident manager; worked with all the teams involved and in charge of the Voice systems (Cisco, Avaya and Astra); teams like UCNOC, voice engineering and architecture; third-party vendors like AT&T, Orange, Telmex, ICE, and some others; the incident manager was in charge of the bridge and to involve all the necessary parts to get the major/critical issues resolved; as well to provide guidance and share the technical background in order to assist the technicians on the bridge calls.-Alcatel-Lucent voice UCNOC, support the Avaya global voice network, this team was in charge from MAC requests and troubleshoot all kind of issues related to Avaya systems; support was provided using PBX systems or Omnivista systems; also as UCNOC they received calls from technicians, third party vendors and users reporting issues like MyIC application or requesting changes to specific accounts.-Bank of America voice team, performed MAC request, but as well this team received calls from users and technicians reporting issues like: phones not working, ports not assigned to the voice vlan, softphone issues, password resets, and others.-TSIG / Bank of America account. In charge to resolve networking request: Install and replacement of network equipment, also provide connectivity for ATM, Card Reader, VoIP telephones (Avaya and cisco), Telco Lines for all the Bank of America sites.-Provide network and voice solutions to global Pfizer network, troubleshoot different kind of issues related to data and voice. Also, worked on projects like Networking drawings, technical support to on-site technicians and users. Show less

• 

  IBM

  May 2015 - Sept 2017

  Tier 3 engineer

  Tier3 Desktop Support specialist, in this role I’m the last escalation point for any desktopissue, some issues that I used to troubleshoot are related to windows, Linux, Microsoftoffice, active directory, applications/packages and some were more complex like scripts,group policies, HVD’s and others; at this position I’m familiar with the on call rotationschedule and the conference calls to solve any issue in the role of participant or lead. Sincethe type of issues supported at this position are the more complex ones, I'm verycomfortable with the investigation for root causes and solutions for the problems.Software Distribution specialist, at this position I managed some of the software to bedistributed to the client, we used Microsoft SCCM and RVII tools, as well I used to workwith SQL to get reports and make queries. Some of the administrative responsibilitieswere to maintain the team macros and email the client to have them updated regardingthe process of the selected software to be distributed. Show less

• 

  Microsoft

  Sept 2017 - now

  Work on Azure Virtual Machines issues focused on the 4 main verticals (Connectivity, Management, Configuration, Storage), act as SME for 2 areas RDP/SSH Virtual Machine and Windows on Azure, helped peers with complex questions and scenarios. Jumped on hard customer situations where customer trust is damage and gaining back that trust. Own customer experiences in order to improve it and exceed it. Currently owning a Azure Virtual Machines - Support Specialist badge, adding value and trust to the customers. Show less Worked on customers escalations and complex issues on their environment related to networking. Worked with Unified Support team handling the customers with more highly visibility and critical environments. Act as a tech lead for the Unified team, where some of my responsibilities were related to, trained new engineers, managed the queue and engineers availability to ensure the service level agreements and the best support experience, act as point of contact for other teams when swarming and collaboration between internal teams was required to achieve success and resolutions Show less

  • FastTrack App Assure Manager Lead

    Jul 2024 - now

  • FastTrack App Assure Manager

    May 2022 - now

  • Cloud Support Engineer

    Jan 2020 - May 2022

  • Windows Networking Support Escalation Engineer

    Sept 2017 - Jan 2020