Allan Oviedo

Experience

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  Intel Corporation

  Feb 2003 - Dec 2007

  Manufacture Specialist

  • As Manufacturing Specialist: (C4 Platform) work as Coordinator in NGBI/BLU Area. Performing some supervision activities as People Management (10 people). Also got different recognitions by the value of Results Orientation. Strong skill in projects orientation and a strong ability to learn.

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  COCOCO

  Jan 2008 - Sept 2008

  Microsoft Project Assistant

  • As technician Assistant for the Microsoft Product Manager work as owner of Microsoft projects as Windows Quality Hardware Labs (WHQL), recovery disk, preinstallation disks. Owner of the hardware compatibility check for the computer systems and assisting to the technician in the resolution of issues and giving advice. Focus on self-learning and project orientation.

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  Componentes El Orbe, S.A.

  Apr 2009 - Mar 2014

  End User Support Technician (L1 – L2)

  • Technician Computer in Technical Solutions department, given in site hardware customer services (installation, fixing issues, preventive maintenance) of the HP computers sold by the sales department (laptops, desktop, servers) to customers as Ministerio de Hacienda, Banco Popular de Costa Rica, Ministerio de Relaciones exteriores y Culto, Banco Nacional, Fundación Omar Dengo, among others.• From January 30th, 2012 were transferred to the Outsourcing department and assigned to the Banco Popular Helpdesk known as Area de Atención al Cliente Interno (AACI) and the main function was technical support to the systems and workers of the bank following ITIL and Cobit standards. Show less

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  Universidad Latina de Costa Rica

  Jul 2014 - Oct 2015

  End User Support Technician (L1 – L2)

  • Technical support assistant giving support to the internal users (teachers / administrative workers) and external users (students) about hardware / software issues. Also provides preventive /corrective maintenance to the university computers and fixing breakdown reports

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  Union de Servicios de Computacion

  Oct 2015 - Dec 2015

  End User Support Technician (L1 – L2)

  • Technical support on site at the company facilities. Working based on tickets to resolve software and hardware issues, preventive and corrective maintenance, implementation of projects following the company instructions not only in Costa Rica also by remote systems to the rest of Central America.

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  Asociacion Solidarista Empleados de Kativo

  Dec 2015 - Mar 2016

  End User Support Technician (L1 – L2)

  • Technical support on site at the company facilities. Working based on tickets to resolve software and hardware issues, preventive and corrective maintenance, implementation of projects following the company instructions not only in Costa Rica also by remote systems to the rest of Central America.

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  Pintuco Costa Rica

  Apr 2016 - Oct 2016

  End User Support Technician (L1 – L2)

  • Technical support on site at the company facilities. Working based on tickets to resolve software and hardware issues, preventive and corrective maintenance, implementation of projects following the company instructions not only in Costa Rica also by remote systems to the rest of Central America.

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  Tecnasa

  Nov 2016 - Mar 2018

  End User Support Technician (L1 – L2)

  • Outsource resource giving support to users at Bacardi Corporate Solutions- Shared Services site to provide first contact, remote support for desktops, laptops, printers, peripherals and other computer related devices. Preventive maintenance and deployment of hardware and software.• Troubleshooting and resolving customer issues with Windows, Microsoft Office, Exchange, AT&T VPN, Mobile devices, permissions and ownership in AD systems related (Single Sign On)• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents following procedures and keep track of SLA, KPI. Working together with Global Teams to ensure the solutions of the issues or project deployment.• Create, modify and deleted users in the AD using Windows management system or Web system.• Installing OS to new PCs or fixing old ones using Windows SCCM.• Keeping track to metrics of the department to be always green (SLA times, customer service satisfaction and some other specific metrics)• Reporting to the computer Analyst responsible for the department of any discrepancy detected in the hardware or software inventory, procedures or improvements for the business. • Work together with IT Global teams (Miami, Winchester, LATAM) to deploy hardware/software projects or as needed to resolve customer problems. Show less

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  Compumatrix

  Mar 2018 - Feb 2019

  End User Support Technician (L1 – L2)

  • Outsource resource giving support to users at Bacardi Corporate Solutions- Shared Services site to provide first contact, remote support for desktops, laptops, printers, peripherals and other computer related devices. Preventive maintenance and deployment of hardware and software.• Troubleshooting and resolving customer issues with Windows, Microsoft Office, Exchange, AT&T VPN, Mobile devices, permissions and ownership in AD systems related (Single Sign On)• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents following procedures and keep track of SLA, KPI. Working together with Global Teams to ensure the solutions of the issues or project deployment.• Create, modify and deleted users in the AD using Windows management system or Web system.• Installing OS to new PCs or fixing old ones using Windows SCCM.• Keeping track to metrics of the department to be always green (SLA times, customer service satisfaction and some other specific metrics)• Reporting to the computer Analyst responsible for the department of any discrepancy detected in the hardware or software inventory, procedures or improvements for the business. • Work together with IT Global teams (Miami, Winchester, LATAM) to deploy hardware/software projects or as needed to resolve customer problems. Show less

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  Tek Experts

  May 2019 - now

  Support Engineer Lvl 2 Arcsight ESM / Logger

  Second Level Engineer assigned to Micro Focus account and giving support to the application OMi/OBM (Omi versions 10.00 until 10.63 IP4, OBM 10.70 until 2020.05+) and integrations such as:o Sitescopeo NNMio OOo Operations Connectoro APMo Data Flow Probe• Helping and giving advice to Level One engineers.• Working with Level Three Engineers to resolve and/or elevate cases to CPE Engineers for bugs, improvements and issues related to the architecture of the solution• Keeping track to metrics of the department to be always green (SLA times, customer service satisfaction and some other specific metrics)Starting March 2022 as L1 support Engineer for the Microfocus SIEM Arcsight ESM / Logger Show less