Experience

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  Tivit

  Mar 2015 - Jul 2017

  Technical support

  Interacts with Customer to ensure Customer satisfaction following established procedures;Performs installations, reinstallations, maintenance, and repairs on Customer equipment;Delivers standard services;Uses data from known resources to ensure customer product needs are met;Solves product level problems onsite with individual customers;Meets commitments within specified timeframe;Follows established product escalation procedures;Provides technical information to Customer and escalation team for individual product repairs. Show less

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  Skytech solution

  Sept 2017 - Mar 2021

  Senior infrastructure analyst

  Administration and operation of Virtualization (VMware, Hyper-V);Management of Windows Server 2008/2012/2016 (DNS, DHCP, GPO, AD, WSUS);Management of backups (SOS Backup, ARC Server, LTO tape, Storage);Network administration (load balance, links, switches, AP's);Network security (Firewall, VPN);Control of SLA's;Support N1, N2, N3 (Microsoft Platform, MAC OS);Development and supervision of new projects;

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  Zion tech group

  May 2019 - Apr 2020

  It engineer

  Administration and operation of Virtualization (VMware, Hyper-V);Management of Windows Server 2008/2012/2016 (DNS, DHCP, GPO, AD, WSUS);Network administration (load balance, links, switches, AP's);Network security (Firewall, VPN);Control of SLA's;Support N1, N2, N3 (Microsoft Platform, MAC OS);

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  Hcl technologies

  Apr 2021 - Sept 2021

  Onsite support senior analyst

  Provided Level 2 Technical Support for network structures, hardware, software and servers to ExxonMobil as well as its employees;Created documentation and quotations for any and all Hardware and Software requisitions for internal IT teams based in Brazil and Mexico;Interacted with Customers on all available platforms (calls, chat, emails) to ensure full customer satisfaction;Provided technical information to customers and coordinated with escalation team for individual product repairs;Managed workflow and workload using ServiceNow, updated notes on pending cases and created technical documentation using SharePoint. Show less

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  Wipro

  Sept 2021 - now

  Change manager

  Managing the implementation and alignment of the process and quality governance model for Mastercard international – fraud department;Designing and reviewing the change assessment approach to avoid impacting other areas following ITIL standards;Guiding change analysts and change agents at every stage of any change lifecycle, ensuring that all steps were followed up to the specification documentation;Executing communication plans to support the impacted stakeholders;Analysis and control of changes in the production and approval environment;Supervising training programs to implement the change program seamlessly;Managing daily workloads and incidents using Remedy, maintaining open team communication using Microsoft Teams and Outlook;Coordinating daily meetings with an international team of change managers and stand-up meetings with Mastercard management;Creating and maintaining process and change documentation using Confluence. Show less