Jefferson Moreno

Experience

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  Cencosud Colombia S.A

  Jan 2015 - Jul 2015

  Server Support Assistant

  *Key Responsibilities:-Played a key role in facilitating Cencosud's IT transformation by supporting the migration of domain names, computer equipment, Active Directory accounts, and user data following the Carrefour acquisition.-Managed the migration process from Carrefour's IT infrastructure to Cencosud's systems, ensuring seamless user transition and minimal disruption to daily operations.-Migrated data stored in remote dedicated servers to those acquired by Cencosud, ensuring data integrity and accessibility.-Facilitated the migration of email accounts, transitioning users from Lotus Notes to Outlook 2010.-Actively participated in a Change Advisory Unit (CAU) resolving group, providing technical support to Lotus Notes users across various Cencosud stores nationwide.-Gained valuable experience in customer service, providing prompt and effective technical support for Lotus Notes, Microsoft Exchange, and Outlook software through a service desk environment. Show less

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  Claro Colombia

  Dec 2015 - Aug 2016

  Back Office Packet Core Engineer

  *Key Responsibilities:-Played a pivotal role in maintaining the operational integrity of Claro's 2G, 3G, and 4G mobile networks, ensuring seamless connectivity and a superior customer experience for millions of subscribers.-Managed, troubleshooted, and provided support for a comprehensive suite of network equipment from leading vendors, including Nokia, Huawei, Cisco, Juniper, Check Point, Crossbeam, Optenet, Allot, and Oracle.-Monitored network performance metrics and proactively identified potential issues, preventing network disruptions and ensuring optimal performance across all generations of mobile technology.-Collaborated with equipment providers and internal teams to resolve complex technical challenges, minimizing downtime and maintaining network stability.-Provided technical support to corporate clients for Access Point Name (APN) configuration, enabling seamless mobile data access for their users.*Major Achievements:-Contributed to Claro's reputation as a reliable mobile network provider by maintaining consistently high network availability and performance across 2G, 3G, and 4G generations.-Averted potential network outages and data loss through proactive issue identification and timely resolution.-Developed a deep understanding of diverse network equipment and technologies, becoming a trusted resource for internal teams and external partners.-Enhanced customer satisfaction by providing prompt and effective technical support for APN configuration, ensuring seamless mobile data access for corporate clients. Show less

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  ETB

  Feb 2017 - Jul 2017

  Expert Trainer Bussines and Government

  *Key Responsibilities:-Developed and delivered comprehensive training programs for Help Desk technicians and engineers, equipping them to provide exceptional support for corporate clients in the Business and Government sectors, fostering their problem-solving abilities and customer service skills.-Created targeted training plans covering a broad range of IT technical support topics, including:--Basic Services: Telephony (SIP, H.323), Broadband Internet (PPPoE, DHCP), PBX (IP PBX, Traditional PBX), Smart Network (MPLS, VPN), N-Play (IPTV)--Advanced Services: Dedicated Internet (Ethernet, Fiber), E1 (T1/E1), ISDN (BRI, PRI), T-SIP (Trunking SIP), Datacenter (Colocation, Cloud Services), IP-Centrex (Hosted PBX)--Carrier Services Layer 2: Huawei technology (Optical Fiber, GPON, Ethernet)--Network Management: Cisco Routers (OSPF, EIGRP, BGP) and Huawei Routers (VRP), LAN and WAN configurations--Troubleshooting: Basic Troubleshooting of the ETB mobile phone services (4G-3G), Network Troubleshooting (Ping, Traceroute, Packet Capture)--Monitoring Tools: MRTG (Multi Router Traffic Grapher), OVPI (OpenView Performance Infrastructure)--Ticketing Systems: Remedy (Incident Management), Service Manager (Service Request Management), SalesForce (CRM)--Implemented innovative methodologies and learning strategies to enhance the skillset and efficiency of Help Desk personnel, ensuring they meet the strict service level agreements with corporate clients.*Major Achievements:-Equipped Help Desk teams with the knowledge and expertise to effectively support complex IT environments for high-profile clients.-Contributed to a significant improvement in first-call resolution rates, enhancing customer satisfaction and operational efficiency. Show less

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  Schlumberger

  Mar 2019 - Sept 2019

  Global Service Desk Analyst

  *Key Responsibilities:-Provided first and second-level administrative and technical support for a global user base, resolving hardware/software, IP Telephony, connectivity, security, server, and real-time operations issues on a global scale.-Demonstrated exceptional problem-solving skills, consistently identifying and resolving complex IT issues to minimize downtime and optimize user productivity.-Prioritized customer satisfaction, consistently exceeding expectations with prompt, courteous, and effective support.-Collaborated with cross-functional teams to ensure seamless IT operations and maintain a high level of service delivery.*Major Achievements:-Earned the prestigious 'Best Rookie' award for outstanding problem-solving abilities and unwavering commitment to customer satisfaction.-Received consistently high customer satisfaction ratings, consistently exceeding expectations with timely and effective support. Show less

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  TelevisaUnivision

  Sept 2019 - now

  Digital Operations Engineer

  IT professional with expertise in Aspera file transfers, Linux/Windows servers administration (on-premises, GCP, AWS), and streaming operations. Proven ability to enhance efficiency, resolve complex issues, and develop automated solutions. Key achievements include 20% improvement in Aspera transfer efficiency, cloud server migration, automated streaming workflows, and time-saving scripts*Key Skills:-Aspera Enterprise Transfer Server Administration-Linux Server Administration (CentOS, Ubuntu, Red Hat)-Windows Server Administration ()-Networking (TCP/IP, DNS, Firewalls)-Security (Vulnerabilities mitigation, Patch Management)-Scripting (Bash, Python)-Streaming Technologies (MPEG-TS, HLS, RTMP)*Core Responsibilities:-File Transfer and Server Administration:-Manage and optimize Aspera file transfers for seamless large file operations.-Administer and maintain Linux servers supporting Aspera and other mission-critical applications.-Manage and maintain Linux servers across on-premises, GCP, and AWS environments, ensuring optimal performance, security, and availability.-Ensure server security, stability, and performance in high availability (HA) environments.-Troubleshoot complex network, security, and application issues related to file transfer operations.-Change management and incident management (ITSM)*Streaming Operations:-Monitor and ensure quality control for live streaming events and content distribution.-Provide comprehensive support for publishing and syndication services, including infrastructure, digital content delivery, and content workflows.-Collaborate with development teams to integrate and maintain streaming systems.-Resolve streaming-related bugs, implement improvements, and add new features as required. Show less