Experience

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  Pc central

  Jul 2013 - Jul 2015

  It technician

  IT support agent• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Certified on Dell computers like Alienware, XPS, Inspiron and servers like PowerEdge, Precision Tower, ProLiant•In charge to provide server preventive maintenance to Dell servers at Banco Nacional and Central de Mangueras •In charge to provide preventive and corrective maintenance to desktop and laptops at ICE (Instituto costarricense de Electricidad), Ministerio de Justicia, Banco Nacional, BAC Credomatic, •Dedicated IT agent in place at Ministerio de Hacienda• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.• Determine the best solution based on the issue and details provided by customersProvide accurate information on IT products or services Show less

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  Hewlett packard enterprise

  Jul 2015 - Dec 2017

  It support analyst

  • Assisting Hewlett-Packard’s Vice Presidents, Executives and Corporate Sales Representatives with applications, software, and hardware.• Troubleshoot Microsoft patches, corporate software deployments, group policies and McAfee Antivirus issues• Support Microsoft Applications (Sharepoint, Outlook, Office, Skype for Business, Onedrive, etc.).• Migrated user’s accounts from HP to HPE-HPI during company split process. • Configure VPN Access (Remote Access, Pulse). • Troubleshooting of LAN/WAN issues impacting employee productivity. This will involve a demonstrated understanding of networking basics, TCP/IP, VPN, secure access methodologies, and wireless technologies.• Work directly with L2 and sometimes L3 to resolve issues the FrontLine was not able to resolve.• Proven ability to communicate highly technical information to both technical and non-technical end users both verbally as well as written• Configure email clients and mobile devices for email hosted on Exchange server (Android-IOS-Windows Phone) using Air-watch application.• Generate tickets using Salesforce application (Opening, Follow up and closing). • Configure Users account on Active Directory. • Achieve SLA service according to Client specification.• Work base on the ITIL procedures. Show less

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  Tek experts

  Dec 2017 - May 2020

  Dynamics crm support engineer

  Windows Server Active Directory• Promoted servers to domain controllers• Troubleshooted errors during DC promotion• Created GPO for different domains• Troubleshooted GPO when they weren't being applied• Troubleshooted sysvol replication issues• Troubleshooted active directory replication issues• Assisting engineers with account lockout problems• Helping solving Kerberos issuesDynamics 365 CRM• Assisted customers with the email integration process (Enabling mailboxes from CRM, Dynamics for outlook installation, App for outlook deployment)• Troubleshooted email tracking process (Server-Side Sync, Microsoft dynamics for outlook synchronization problems)• Integration problems between Dynamics CRM and Outlook, Excel, SharePoint, OneDrive, Exchange Online and On-Premises, etc.• Assisted users through creation of email server profiles for CRM• Helping engineers through the CRM On-premises configuration/troubleshooting (Integrating ADFS / Exchange Online On-premises)• Manage critical issues by setting customer expectations, devise and implement action plansand professionally communicate to all parties involved Show less

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  Citrix

  May 2020 - Oct 2024

  Virtualization support engineer

  • Responsible for providing technical assistance for Citrix products• Supporting Citrix virtual apps and desktops• Provide support via phone, email and other channels as required• Problem analysis of Citrix products and their integration into customer environments using fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues. • Responsible for efficient and effective case management while adhering to established procedures for case documentation, customer follow up, troubleshooting, research, etc.• Contribute to the Citrix knowledgebase in the form of new or updated technical documents focused on issue resolution or prevention Show less