Edgardo R.

Experience

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  Platinum Care Services

  Jun 2012 - Oct 2015

  Information Technology Specialist

  Responsible for the virtualization of many servers and services using VMware and Dockers applets.• Ensuring the business continuity of a 24/7 call center with over 100 seats. • Installing new software and hardware components.• Regularly evaluating our IT systems to ensure they meet the necessary demands.• Assisting with network administration tasks.• Administration of Microsoft Active Directory and Mail server and barracuda Spam Appliance. • Ensuring data storage is safe and secure using EMC appliances.• Educating coworkers about network security and best practices for computer usage.• Supporting the day-to-day operations of our data center.• Creates and maintains documentation as it relates to system configurations, mapping, processes, and service records.• Monitor network performance and troubleshoot problem areas as needed.• Collaborate with local management and department leaders to assess near and long-term technology needs.• Supports preparations and user acceptance testing required for infrastructure projects and enhancements.• Analyzes the effectiveness and efficiency of existing systems; develops and implements strategies for improving or further leveraging these systems.• Implement and maintain group policies, procedures, and associated training plans for network administration, usage, and disaster recovery.Responsible for the moving and logistics of the company to another site with incredible 10-minute downtime windows for a 24/7 environment. Show less

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  Alorica

  Jan 2019 - Jul 2019

  Work Force Real Time Analist

  Oversee daily staffing for over 500 personnel, ensuring optimal resource allocation based on real-time factors (e.g., absenteeism, inventory, system issues).Forecast incoming volume, staffing requirements, and overtime/VTO to maximize efficiency.Develop and manage long-term staffing plans, including monthly forecasts.Coordinate hiring and training processes with HR, Recruiting, and Training.Collaborate with Training and Operations on multi-skill training for existing agents.Communicate scheduling processes to new hires.Performance Optimization:Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) by aligning staffing with call center objectives.Monitor site performance to maintain optimal staffing levels.Adjust intraday forecasts based on business trends and historical data to determine required staffing levels. Show less

• 

  Dell EMC

  Jul 2019 - Apr 2021

  Certified Enterprise Technical Support Engineer 1

  I provide first-line technical support to business customers, specializing in servers, data storage, and related peripherals. My role includes managing escalations and working closely with other teams to tackle complex technical issues.Key Responsibilities:Diagnose and troubleshoot technical problems related to Dell PowerEdge servers, VMware servers, Nutanix systems, VMware vSAN, and Dell networking devices (routers, switches, firewalls).Guide and educate customers on procedural best practices to deliver comprehensive solutions and optimize system performance.Engage in escalation processes to ensure timely resolution of critical issues, collaborating with cross-functional teams as needed.Document and track support cases, ensuring accurate and thorough records for future reference.Develop and maintain technical knowledge through continuous learning and staying updated on industry trends and product updates.Skills:Proficiency in managing and configuring Dell PowerEdge servers and VMware environments.Expertise in Nutanix infrastructure and VMware vSAN technologies.Advanced knowledge of Dell networking devices, including routers, switches, and firewalls.Strong problem-solving skills with a focus on efficient and effective resolution of complex technical issues.Excellent communication skills for clear and professional customer interactions.Ability to educate and guide customers through technical procedures and best practices.Experience in documenting technical issues and solutions, contributing to knowledge base improvement. Show less

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  Zappiii

  Sept 2020 - now

  - Sourced, screened, and interviewed candidates for technical roles.- Built and maintained relationships with hiring managers and candidates.- Managed the recruiting process from start to finish.- Negotiated offers and closed deals.- Developed and implemented training programs for technical recruiters.- Conducted performance reviews and provided feedback to technical recruiters.- Managed the technical recruiting budget.- Collaborated with hiring managers to identify and fill technical roles. Show less • Oversee all technology operations including the software development life cycle and evaluate them according to established goals• Devise and establish IT policies and systems to support the implementation of strategies set by upper management.• Analyze the business requirements of all departments to determine their technology needs.• Purchase efficient and cost-effective technological equipment and software.• Inspect the use of technological equipment and software to ensure functionality and efficiency.• Identify the need for upgrades, configurations or new systems and report to upper management.• Coordinate IT managers and supervise computer scientists, technicians, and other professionals to provide guidance.• Control budget and report on expenditure• Assist in building relationships with vendors and creating cost-efficient contracts.• Contributing with expertise on information system options, risk, and operational impact.• Mentoring senior and junior software developers in gaining experience and assuming DevOps responsibilities.• Collaborating with developers on software requirements, as well as interpreting test stage data.• Developing interface simulators and designing automated module deployments.• Completing code and script updates, as well as resolving product implementation errors.• Overseeing routine maintenance procedures and performing diagnostic tests.• Documenting processes and monitoring performance metrics.• Conforming to best practices in network administration and cybersecurity.• Assist in building relationships with vendors and creating cost-efficient contracts Show less

  • Technical Recruiter - Technical team builder

    Sept 2020 - now

  • Director of Information Technology

    Sept 2020 - Nov 2021
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  Aleph Group

  Jul 2022 - Jun 2023

  Information Technology Manager

  Strategic IT LeadershipIT Vision and Strategy: Develop and execute a comprehensive IT strategy aligned with the organization's business objectives.Infrastructure Planning: Ensure IT infrastructure is optimized to support current and future business needs, including network, server, and data storage.Budget Management: Oversee departmental budgeting and forecasting, ensuring cost-effectiveness within allocated funds.Technology Assessment and Acquisition: Evaluate and procure new hardware and software to meet evolving business requirements.Risk Management: Develop and implement business continuity and disaster recovery plans to minimize disruptions.Operational ManagementIT Operations: Supervise daily operations of the network, server infrastructure, and data, ensuring optimal performance and security.Service Delivery: Coordinate IT activities to guarantee the availability and reliability of network services and data.Project Management: Lead and oversee IT projects, including collaborations with vendors like SAP, EBS WMS, and web developers.Cloud Infrastructure: Manage and optimize Azure and AWS cloud environments to support the organization's IT needs.People ManagementTeam Leadership: Recruit, develop, and supervise IT staff, fostering a high-performing and engaged team.Talent Development: Identify and address employee training and development needs to support career growth and department objectives.Security and InnovationSecurity Management: Proactively identify and mitigate security vulnerabilities to protect sensitive data and systems.Technology Innovation: Stay abreast of emerging technologies and recommend innovative solutions to drive business efficiency and growth.Stakeholder CommunicationProgress Updates: Provide regular updates to stakeholders on IT strategy, project progress, and any necessary adjustments.Collaboration: Foster effective communication and collaboration with business units and IT teams to ensure alignment and support. Show less

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  Momentum Global Design

  Jun 2023 - now

  • IT Manager

    Jan 2024 - now

  • Senior Information Technology System Administrator

    Aug 2023 - Jan 2024

  • Information Technology Specialist

    Jun 2023 - Aug 2023