Experience

Municipio de Monterrey

• Government Administration
• 200 - 300 Employee

• IT Security and Infrastructure Lead

  • Jul 2013 - Present

  I am responsible of all the IT infrastructure for the Monterrey Municipality, my duties are: defining security procedures, policies and standards for the implementation of IT projects and systems, suggest improvements and participate in the development and implementation of new projects; compliance with standards; planning of tasks and resources; generating proposals to meet the objectives in a timely manner Core specialties, - Infrastructure Support: Windows Server, VMware, Hyper-V, VM Manager. - Monitor Windows Servers performance. - Software deployment, security updates (WSUS) and reporting via SCCM . - Improving processes via PowerShell. - Enhance IT security via GPOs, GPResults, Active Directory as well as SCCM. - Network monitoring (firewall, IDS, antispam) and security enhancement via Fortinet systems. - Manage Exchange and cloud email. - VIP support for high end politicians. Key skills, - Security risk assessment. - Enforcing security policies. - Defining and planning safety practices. - Handling confidential information. - Leading the implantation of security/safety procedures.



Xerox

• United States
• Business Consulting and Services
• 700 & Above Employee

• Information Management Specialist

  • Jul 2012 - Jul 2013

  • Provides complex technical support for Johnson and Johnson across the World. • Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating system, networking, application software and hardware technologies and associated problems. • Performs analyzing, diagnosing, installation, and resolution of remote access technologies and associated problems. • Performs analyzing, diagnosing, coordination and planning of horizontal network cable management processes including installation, moves, adds, changes and repairs. • Provides complex technical input to the Desktop Services team and assumes a supporting role in selecting and utilizing appropriate tools and techniques for timely service delivery. • Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfill business unit requirements. • Acts as a technical liaison with user groups and other IT partners for systems support and implementation. Provides an effective interface among users, vendors, IT partners, and consultants in evaluating technical issues and products. • Responsible for partnering with the business units they support to understand the business impact of support issues. • Responsible for the analysis, design, and implementation of desktop solutions to fulfill business unit requirements. • Responsible for the analysis, design and implementation of desktop technology life cycle management processes including technology procurement, refresh and disposition. • Responsible for project analysis, design, coordination and planning for all technical components of desktop related projects. • Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds and changes within the desktop computing environment • Demonstrates creativity and initiative in problem solving.



Yazaki North America

• United States
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Engineer I

  • Aug 2011 - Jul 2012

  • Providing 1st line technical support for Yazaki North America; answering support queries via phone, email, web and Chat • Performs analysis, diagnosing, installation, and resolution of complex desktop computer, operating system, network infrastructure (LAN, WAN, WLAN Support), SAP support, application software and hardware technologies and associated problems. • Management of servers and Network Operations Control • Applying understanding and knowledge of procedures, information systems, tools and services in order to assist users. • Identifying, investigating and researching problems as well as isolating and resolving IT problems • Receiving and prioritizing issues and forwarding them using appropriate escalation procedures • Briefing users and/or management on the status of resolution efforts • Serving as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel. • Among other tasks as assigned either admin or technical.



Xerox

• United States
• Business Consulting and Services
• 700 & Above Employee

• Remote Support Technician

  • Mar 2010 - Apr 2011

  • Provides second level technical support for ACS-GSG, planning and coordination for End User touch points of the distributed computer environment, and operating systems such as: Windows XP, Windows Vista and Windows 7, software and hardware installation, support and distribution, and remote access technologies.• Provides BlackBerry support to end devices and BES• Provide Daily and monthly stats to upper management.• Works independently with little to no direct supervision in analysis, design, and implementation of desktop solutions to fulfil business unit requirements.• requirements.• Responsible for the analysis, design and implementation of desktop technology life cycle management processes including technology procurement, refresh and disposition. • Responsible for project analysis, design, coordination and planning for all technical components of desktop related projects.• Installation and testing of applications requested by end user’s following company’s guidelines.• Coordinates schedules and technical work order instructions to contracted labor for installations, moves, adds and changes within the desktop computing environment• Deployment of new applications required by the client.• Demonstrates creativity and initiative in problem solving.

• Senior Technical Helpdesk Associate

  • Mar 2008 - Mar 2010

  • Providing 1st line technical support for Hallmark Cards, Inc. Answering support queries via phone, email, web and Chat • Performs analyzing, diagnosing, installation, and resolution of complex desktop computer, operating systems including Windows XP, Vista and OSX, networking, CICS, mainframe applications, application software and hardware technologies and associated problems.• Instructed lower level technical assistance technicians providing guidance during the troubleshooting process• Applying understanding and knowledge of procedures, information systems, tools and services in order to assist users.• Integrating and supporting compliance of the ITIL V3• Receiving and prioritizing issues and forwarding them using appropriate escalation procedures• Briefing users and/or management on the status of resolution efforts



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Supervisor

  • Dec 2006 - Jan 2008

  Supervising activities associated with Call Center Operations, calls, tickets and documentation. including developing and implementing policies and procedures and Audit and review analysed data. Partner with the management team to educate agents regarding business goals, and ensure they exceed their performance expectations. Assist in the implementation of training for the associates. Process Development and operational improvements to enhance the efficiency and effectiveness of the operation in order to exceed service quality and standards. Implemented development plans to improve SLA and first call resolution rate. Keep track of daily logs, turnovers, reruns, and equipment malfunction reports to ensure the highest service levels are maintained.