Hernan Jimenez

Experience

• 

  SYKES Costa Rica

  Jan 2000 - Jan 2001

  Laptop Computer Support Technician

  • Provided technical support to end users over the phone by diagnosing hardware and software problems based on their input and giving them practical solutions • Provided customer service to end users over the phone

• 

  Alienware Inc

  Jan 2002 - Jan 2003

  Sales Representative

  • Analysis of customer hardware needs in order to recommend necessary system.• Cost estimates and subsequent quote delivery• Computer systems sales and “production to delivery” follow-up

• 

  Centro Cultural Costarricense Norteamericano

  Jan 2003 - Jan 2003

  Teacher

  • Lesson Planning• Lesson Delivery• Evaluation• Tutoring

• 

  Intel Corporation

  Jan 2004 - Jan 2007

  • Level 2 Support for Critical Production Applications known as Shop Floor Control Applications. Supporting all Intel Assembly Test Manufacturing Sites known as Virtual Factory (Philippines, Malaysia, China, Costa Rica).• Application Ownership (Customer engagement, application direct support, Level 3 engagement and coordination). Active relationship with application developers, including beta testings.• Remote Installation and Deployment of Virtual factory application at FAB7 Test site as well as upgrade coordination for the whole virtual factory environment for said application.• Remote Access and support to multiple servers using MS Terminal Services, Landesk, and Netmeeting secure calls.• Experience in project management and implementation at Intel. Show less • Level 1Support for a wide array of Manufacturing Floor Applications.• Project coordination and direction with local and Malaysian peers. Coordinated a multinational team within Manufacturing Service Desk in order to Consolidate America’s and Asia´s Support tools into a single website which later served as a single point of access for the whole team.• Extensive ticketing experience with GEMS Ticketing System. Including Incident management, escalations, follow ups and incident conclusions. Show less

  • Shop Floor Control Application Support Specialist – Level 2

    Jan 2005 - Jan 2007

  • IT Manufacturing Support Specialist – Level 1

    Jan 2004 - Jan 2005
• 

  Hewlett-Packard

  Aug 2007 - Aug 2009

  Application Support Analyst for Tandem/Non-Stop Systems

  • Provided support for native applications on Tandem/Non-Stop transactional and data warehousing systems used in functions such as Emergency Call Dispatch, Stock Exchange Live Transactions and “Bank/Issuer” system-wide Credit Card Transactions.• Support process documentation through ticketing and log management.• Worked mainly with external customers requesting assistance with application issues ranging from urgent to non critical. This required handling of the issues according to the corresponding service level agreement's and protocols Show less

• 

  Bank of America

  Sept 2009 - Sept 2014

  Data Transmitions Senior Suport Analyst

  • Customer engagement (technical and functional staff) for data transmission negotiation and planning.• Data Transmission implementation within Bank's systems. Technical testing and release for business testing, • Data Transmission support and troubleshooting during technical and business testing up to and including first live business transmission.• Technical Process documentation, creation and implementation• BPM development, documentation and validation• Train to train(Technical and procedural)• Training to peers(Technical and procedural).• Backup manager for the Data Transmissions Client Facing team Show less