Experience

Arkkosoft

• Costa Rica
• Software Development
• 1 - 100 Employee

• Service Desk

  • Nov 2020 - Present

  First Level analyst. / Supervisor (San José, San José) November 2020 / Current Job In the project I started as a first-class technician, providing internal customer service in both Spanish and English, providing remote assistance and in contact with the end user through calls, emails and chats where I solved the technical problems presented day by day, among which It is: Disadvantages with MS Office packages, mainly Outlook, incidents with VPN, installation and mapping of printers & shared folders, Windows settings. Later I was promoted to supervisor of the project, where I manage a team of 15 members in 3 shifts, performing the same tasks as a level 1 analyst, escalations, generating reports in MS Excel with Pivot tables and graphs, preparing monthly reports. Access control administration tasks (Creation, Modification, elimination, unlocking) are also carried out for users both for access to the domain and to the various applications of the Company.Active Directory, Office 365, Exchange on-Premesis, Oracle, Oracle JDE, Citrix, Pro Lease, Auditboard, PlanFul, Esker, SAP, Cisco Anny connect, Pulse Secure. Show less



El ORBE

• Costa Rica
• IT Services and IT Consulting
• 200 - 300 Employee

• Analista de TI

  • May 2018 - Nov 2020

  First Level analyst. (San José, San José) May 2018 / August 2020Within the bank, I performed my work as a first-level technician in the area of technology that provides internal customer service, providing remote assistance and in contact with the end user through calls, where I solved the technical problems presented day by day, in which can be mentioned, inconveniences with MS Office packages, digital signatures, printers, applications of the bank itself. As a daily role, I had to pay attention to the requirements made by users by mail and follow up on such cases, including cases that were assigned to me.While working for the bank, I participated in the integration process of Scotiabank Transforming and Scotiabank, I also collaborated as a help desk technician in the technology area.Aplicaciones administradas: Active Directory, Avaya, Citrix, Cisco Anyconnect Show less

• Analista de TI

  • Jun 2016 - May 2018

  First Level analyst. (San José, San José) June 2016 / May 2018 During the work period, I performed my work as a first level technician in the area of technology that provides internal customer service, giving remote service and in contact with the end user through calls, where I solved the technical problems presented day by day, in which it can be mentioned, inconveniences with MS Office packages, digital signatures, printers, applications of the bank itself, in addition to monitoring the cases that were assigned to me.On the other hand, it should be noted that I worked on the access control part (Creation, Modification, redirection, deletion, unlocking) for users both for access to the domain and to the various bank applications.Managed applications: Active Directory, AS400, T24, Avaya, Cisco Jabber Show less