Experience

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  Hewlett-packard

  Apr 2009 - May 2010

  Service delivery consultant i

  Work on middleware technologies under UNIX platforms, for web and application servers, working with local resources and overseas. ➢ Provided level 1 Middleware technologies support, which required working on UNIX platforms on a day-to-day basis. ➢ Additional responsibilities as Duty Manager in charge of Distributing responsibilities between my co-workers according to their knowledge and skills, in order to equally balance the workload. ➢ Prioritize the incidents and solve them at the requested time complying with the expected metrics. ➢ Assist foreigner customers via email, phone calls, net meetings and office communicator doing technical labours to solve critical incidents. Show less

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  Citi

  Sept 2010 - Jan 2011

  Technical support (cma outsourcing)

  Give technical support to users in Operating System migration from Windows XP to Windows Vista. ➢ Participate on testing of financial applications with users prior of migration of the operating system.➢ Assisted users to make backups of important data in network folders. ➢ Make check list for users’ acceptance to the new operating system. ➢ Provide maintenance and users support after and before of operating system migration.

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  Financiera multivalores

  Feb 2011 - Nov 2011

  It management

  Provide technical support to end users and work with the administrative framework of COBIT. ➢ Completed migration of operating system and applications from LINUX to Windows for the implementation of financial system according with IT policies and provide support to the financial company employees on that technologies. ➢ Made installations of systems and applications for LINUX and Windows. ➢ Updated and uploaded the documentation for the website of the financial company. ➢ Worked with ESX and VMware tools. ➢ Make tasks and documentation for compliance with administrative framework of COBIT and assist external auditors in order to evaluation since it is an entity regulated by SUGEF. Show less

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  Ex2 outcoding

  Nov 2011 - Sept 2013

  Saas support engineer

  Technical support for hosted servers. ➢ Troubleshot and resolve issues related with applications running in a hosted environment. ➢ Work directly with other technical support staff such as infrastructure, database and R&D to resolve problems. ➢ Request for clone of Virtual Machine and data base instance for testing and apply in production environment during a downtime. ➢ Work with application tier and VMware environment. ➢ Give support to customers with technical questions between different product platforms. ➢ Work with Windows Server 2003 hosted servers. Show less

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  Softtek

  Oct 2013 - Feb 2014

  Outsourcing itio services operation in hewlett packard

  Provide technical support globally to internal end users from HP. ➢ Provide support to internal applications with tools like HPSM and SR-Dash to manage incidents and chats. ➢ Give assistance to end users when they have application issue by remote sessions. ➢ Attend at least two chats at the same time. ➢ Escalate the incidents to the correct support team according of the complexity and escalation process.

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  Hewlett packard enterprise

  May 2014 - Feb 2023

  Provide remote technical support to Customers and Service Providers from Latin America, United States, Canada and currently from Brazil. ➢ Resolve technical issues via phone and email from incoming calls or electronic cases. ➢ Work with Network technologies of Aruba, Procurve and Comware such as switches, routers, access point, controllers and accessories. ➢ Perform diagnostic to determinate if the issue is related with configuration or hardware an provide recommendations and possible solutions. ➢ Get involved with other teams like supply chain to proceed with RMAs and verify if there is functional equivalent in case the device is discontinued or there is not in stock. ➢ Join remote session to assist customer with Aruba TAC engineer. Show less

  • Technical Account Manager

    Jun 2021 - Feb 2023

  • Networking Support

    May 2014 - May 2021
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  Ibm

  Feb 2023 - now

  Technical account manager