Edgar Gonzalez

Experience

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  IPSE Technologies, Inc.

  Apr 2007 - Jul 2008

  Quality Assurance Analyst

  ● Conducted quality assurance for the Atril document processing system, ensuring reliability and timely production. ● Developed and executed test scripts, and reported errors to programmers for resolution.

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  Sinergía Servicios S.C

  Aug 2008 - Apr 2009

  IT Ops/Support Analyst

  Technical Support working on Hewlett-Packard site for different HP applications involving UNIX, SQL Server, Oracle and web based applications.

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  Innevo

  Sept 2009 - Jun 2010

  Test Analyst

  ● Executed test cases, identified and escalated bugs, and ensured high-quality product delivery. ● Reviewed user manuals and created test data to support smooth implementation.

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  Hewlett-Packard

  Jul 2010 - Sept 2016

  IT Ops/Support Analyst L III

  ● Led major incident resolutions, ensuring quick response and minimal impact on operations. ● Recognized with the HP Award for Customer Recognition and innovation in application deployment. ● Managed test and defect processes, collaborating with development teams for seamless project delivery.

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  BMC Software

  Sept 2016 - May 2022

  Sr. Technical Support Analyst

  ● Provided expert support for TrueSight Server Automation, including patching, deployment, and compliance management. ● Partnered with engineering teams to conduct root cause analysis and enhance product performance. ● Developed technical documentation, video tutorials, and troubleshooting guides to improve customer adoption. ● Ensured adherence to SLAs, minimizing service disruptions and optimizing customer experience.

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  The Cervantes Group

  May 2022 - now

  Service Continuity Coordinator

  ● Lead problem management efforts, compiling incident details and generating RFO reports for production issues.● Conduct post-incident retrospectives and follow up on mitigation success rates.● Collaborate with stakeholders to ensure system stability and compliance in Control-M batch job monitoring.● Track known issues impacting business operations and automation success rates.● Assist with ITSM tool administration, including user roles, permissions, and workflows.