Juan Ruvalcaba

Experience

• 

  Universidad de Guadalajara, CUCEA

  Oct 2001 - Aug 2002

  Network Infrastructure

  Network infrastructure support and Operation, I was part of the team that give support to all the campus of Network related.

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  Jimenez Autocamiones

  Sept 2003 - Aug 2013

  System Manager

  Server administration and installation, active directory, dhcp, network segmentation, database management, resolution of accounting issues, network design and management, help desk, remote support and administration of foreign branches, negotiating with suppliers for the supply of equipment and services, business needs analysis, design and corporate image, follow the standards of ISO 9001.

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  HP

  Aug 2013 - Dec 2016

  Senior It Engineer

  • Direct Face-to-Face customer support.• Participates as a member of an IT technical support and customer service team.• Performs analysis and support of functional or corporate deployed service(s) using fundamental problem solving techniques and root cause analysis concepts.• Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues.• Provides end-user support across all end user services provided by HPIT.• Applies technical knowledge to support end users for corporate issued desktop, laptop, and mobile devices as well as telecom services, email services, and all HPIT client provided services.• Overall, provides a world class employee support experience with an exceptional emphasis on quality resolutions and customer support.• Resolves technical support issues of moderate to a high level of complexity within the established technical area of client computing and end user services.• Partners, as required, with members of a given team or other HPIT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified.• Identifies potential escalations and proactively alerts management as needed.• Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.• Reviews, implements, and verifies changes/solutions of medium and high complexity and assess risk.• Ensures configuration and inventory management database entries are complete and accurate.• Performs work assigned by others. Provides time / resource estimates for assigned tasks including time tracking activities where appropriate and in accordance with company guidelines. Show less

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  Hewlett Packard Enterprise

  Dec 2016 - Mar 2017

  Site IT Operations

  Second Level Support.Overseen the local Site IT infrastructure support on Jalisco sites. This team provides support to over 3 sites and 9,000 employees in Jalisco.Participates as a member of an IT technical support and customer service team.Performs analysis and support of functional or corporate deployed service(s) using fundamental problem solving techniques and root cause analysis concepts.Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues.Identifies potential escalations and proactively alerts management as needed.Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client network support and overall employee productivity.Reviews, implements, and verifies changes/solutions of medium and high complexity and assess risk. Show less

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  DXC Technology

  Apr 2017 - Jun 2018

  Site IT Operations & Events

  Second Level Support.Overseen the local Site IT infrastructure support on Jalisco sites. This team provides support to over 4 sites and 9,000+ employees in Jalisco.Participates as a member of an IT technical support and customer service team.Performs analysis and support of functional or corporate deployed service(s) using fundamental problem solving techniques and root cause analysis concepts.Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues.Identifies potential escalations and proactively alerts management as needed.Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client network support and overall employee productivity.Reviews, implements, and verifies changes/solutions of medium and high complexity and assess risk. Show less

• 

  BMC Software

  Jul 2018 - now

  Office/Remote based role where I also support several Senior Executive and ELT Members.Support across United States, Canada, EMEA and South America.Experience supporting Senior Executives, experience working in IT or a customer facing role.Good written and verbal communication skills in English & Spanish.Naturally inquisitive, helping our end-users resolve their issues in a timely manner.A strong team player, I like to share thoughts, ideas and better ways to work across multi-geo locations.Confidently work with IT hardware comprising Laptops, Desktops, Mobile, Tablet and Apple MAC devices.Experience of Windows 10, MacBook iOS, Office365 , McAfee, Anti-virus, Bit locker, Encryption, Network Printers, Skype for Business, Outlook, SharePoint, Microsoft Teams , Active Directory (user/server admin/permissions), JAMF, CrowdStrikeUnderstand of unified communications platforms such as video conferencing, VOIP systems, Knowledge of Polycom.Experience on Virtual desktop (VMware/Parallels).I can handle stressful end-user situations effectively without losing professionalism.MDM, mobile device desktop (AirWatch).On-Call duties to support Executive members.Prior knowledge of Desktop, MacBook Imaging .Typically provide support across hardware and software issues for Windows and MAC.Handling incoming requests for new mobile device orders working with regional carriers defined by BMC.Handling effective on-boarding of any new hiresA self-starter with a strong ability to manage competing priorities in a fast-paced and changing environmentITIL Foundation Show less Office/Remote based role where I also support several Senior Executive and ELT Members.Support across United States, Canada, EMEA and South America.Experience supporting Senior Executives, experience working in IT or a customer facing role.Good written and verbal communication skills in English & Spanish.Naturally inquisitive, helping our end-users resolve their issues in a timely manner.A strong team player, I like to share thoughts, ideas and better ways to work across multi-geo locations.Confidently work with IT hardware comprising Laptops, Desktops, Mobile, Tablet and Apple MAC devices.Experience of Windows 10, MacBook iOS, Office365 , McAfee, Anti-virus, Bit locker, Encryption, Network Printers, Skype for Business, Outlook, SharePoint, Microsoft Teams , Active Directory (user/server admin/permissions), JAMF, CrowdStrikeUnderstand of unified communications platforms such as video conferencing, VOIP systems, Knowledge of Polycom.Experience on Virtual desktop (VMware/Parallels).I can handle stressful end-user situations effectively without losing professionalism.MDM, mobile device desktop (AirWatch).On-Call duties to support Executive members.Prior knowledge of Desktop, MacBook Imaging .Typically provide support across hardware and software issues for Windows and MAC.Handling incoming requests for new mobile device orders working with regional carriers defined by BMC.Handling effective on-boarding of any new hiresA self-starter with a strong ability to manage competing priorities in a fast-paced and changing environmentITIL Foundation Show less

  • Manager Platform Systems Admin. LATAM

    Sept 2024 - now

  • Lead Platform Systems Admin

    Nov 2023 - Sept 2024

  • Team Lead Sr. Platform Systems Admin.

    Jul 2018 - Nov 2023