Experience

Live Virtual Help Desk
• Canada
• IT Services and IT Consulting
• 1 - 100 Employee
• NOC Analyst

  • Nov 2022 - Present


EGEHAINA

• Dominican Republic
• Oil and Gas
• 200 - 300 Employee

• IT Infrastructure

  • Oct 2009 - Mar 2021

  • Configuring network equipment for installations, performing lifecycle refreshes and performing post-installation testing for services. • Providing hands-on troubleshooting, routing, and switching to resolve issues with 99% efficiency. • Reviewing system logs to determine usage levels, bandwidth, performance, and system security to target inefficiencies and implement appropriate solutions. • Maintaining production network according to company SLAs to fulfill agreed-upon user specifications. • Optimizing, improving, expanding, and upgrading server capabilities and connectivity through network monitoring tools. • Maintaining network security by configuring remote firewalls • Collaborated with other teams to support new network installation and cross-functional solutions in alignment with business strategies. • Securing network systems by establishing and enforcing access control policies. • Addressing emergent issues and technical problems by assisting project planning staff with developing action plans and appropriate solutions. • Managing a variety of mission-critical network tasks, which included vulnerability and application patching, data backups, and network configurations. • Heading performance and capacity planning by auditing, monitoring, analyzing, and reconfiguring network environments for future scalability and to improve network performance by 99.98%. • Installing, supporting, and maintaining 50 file servers and network access for 520 users. • Building, upgrading, and maintaining servers running Windows Server 2008/2012/2016/2019 and Microsoft SQL Server



Oficina Presidencial de Tecnologías de la Información y Comunicación

• Information Technology and Services
• 1 - 100 Employee

• Administradora de Sistemas

  • May 2006 - Sep 2009

  • Setting user accounts, permissions, and passwords and defined network policies and procedures. • Setting, optimizing and managing network equipment. • Determining and solving hardware, software, and network issues • Assisted in planning and implementation of data center move for government hosting • Supporting Windows server (2003, 2008), using remote logins and remote monitoring tools/procedures • Managing, Implementing and troubleshooting Active Directory, DNS, and DHCP. • Administering corporate anti-virus TrendMicro • Administrating and troubleshooting Microsoft Exchange



Polyplas Dominicana

• Server Support

  • May 2004 - Apr 2006

  • Identifying issues and implementing appropriate solutions to deliver quick and effective remediation. • Responding to assistance requests from users and directed individuals through basic troubleshooting tasks. • Explaining technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions. • Completing root cause analysis on routine and complex problems. • Documenting repair processes and helped streamline procedures for future technical support actions. • Removing malware and viruses from laptops and desktop systems using specialized software. • Observing system functioning and entered commands to test different areas of operations. • Installing software updates and vulnerability patches on servers to prevent possible threats from penetrating networks. • Troubleshooting no boot situations and blue screens on windows server software and patch addition and hotfix installations • Installing software through group policy and troubleshooting it if required • Troubleshooting the Server Why is it slow Performing, analyzing the Dumps • Handling Disk issues • Administrating Backup CA ARCServe



Teorema, S. A.

• Italy
• Manufacturing
• 1 - 100 Employee

• Technical Support

  • Feb 2002 - Apr 2004

  • Troubleshooting end-user problems (hardware and company standard software) • Performing upgrades and preventive maintenance tasks • Set-up/deliver PC equipment • Tracking work performed in the problem management system, preparing progress reports, administering and maintaining corporate workstation assets • Maintaining up-to-date knowledge of the company’s computer systems • Estimating/managing/completing a series of tasks required for a simple project • Installing and configuring Microsoft official courses