Experience

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  Scotiabank

  Apr 2005 - Feb 2014

  Supervisor it operations

  Supervisor, cross-checks, Active directory, Password reset, configuration of user profile operational improvements, development of process, manager reports. Third place in internal competitions in Customer Service, second place in customer service with the operation department and first place in the IT department, recognition within the first 25 people of best practices of customer service in the bank. Management of the Core AS / 400 in production and Contingency, BRMS, Schedule, monitoring networks, server, creation, and backup CA, manage internal call center with request backup and restore data from employees and departments. Show less

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  Freelance

  Mar 2014 - Jun 2015

  Hardware & software support

  Professional services to different companies. Support at hardware and software level, Windows Server 2008 ,2012, windows 7,8,10, networks, structured cabling, systems procedures. Active Directory basic administration, groups, users, devices on network, advice on equipment improvements.

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  Claro costa rica

  Jul 2015 - Sept 2016

  Datacenter technician

  Responsible of ensure the good working of the hardware in the data center, basic maintenance and monitoring in Windows and Linux OS servers, create controls and procedures , verify processes for Audit evaluations, check backups, structured wiring, verify and control inventories of hardware and tape backups, local support to users workstations.

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  Tektegrity, inc.

  Sept 2016 - Mar 2017

  Noc level 1 technician

  Review backups, configuration, updating software, verification of issues and correction of failed backups, audits at IT level in companies that are offered service, support in projects of new companies entries, registering them in the systems of service and Monitoring, dispatching, use of conectwise tools, N-Able, etc

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  Freelance

  Apr 2017 - Aug 2018

  Hardware & software support

  Provide professional services to companies that require support in the area of computer hardware and software, advice, troubleshooting, process verification and documentation for audit evaluations.active directory, office 365, troubleshooting, storage data

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  Amazon

  Sept 2018 - Jul 2020

  Resolution specialist/ english supervisor

  Last point of contact on Retail department. Providing customer Service in orders placed and issues with accounts. Reduce customer effort and bring a better experience to customers. For 6 months I was searching and rescuing, taking escalating calls of customers that had no resolution to previous calls.

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  Citi

  Aug 2020 - May 2022

  Mainframe infraestructure analyst

  Mainframe Process of Infra, Batch, changes (Mainframe and Linux one IPL’s) and Tandem (OSS consoles with basic Linux commands)Verification, resolution and escalation of Incidents, monitoring the core for the continuity of business with tools like Kibana, Netcool, Logs, Service Now, HMC (Hardware management console), tickets.Trainer of new Hires for Infrastructure and Changes areas.

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  Data glove inc. - part of persistent systems

  May 2022 - Oct 2023

  Active directory engineer - microsoft

  Vendor at Microsoft, troubleshooting, customer Service, handling cases for several topics like active directory, AD user and computers, group policies, replication, PKI (installation, configuration, manage CRL, generate certificates, validation of environments, enroll, autoenrollment etc.), ldap, windows Time, account lockout. Tools like DFM, Case Buddy, network monitor, process monitor etc. collect logs and research. Creating vm machines for laboratories with Hyperv.

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  Microsoft

  Feb 2024 - now

  Directory services support engineer