Iztapalapa, Mexico City, Mexico
Throughout my career, I have developed a deep expertise in system administration, network infrastructure, and IT support, ensuring organizations operate efficiently with minimal downtime. My hands-on experience includes configuring and maintaining servers, managing cloud-based and on-premises systems, and deploying enterprise-level security measures to safeguard sensitive data. I have successfully led IT projects, from system upgrades and migrations to security enhancements and infrastructure optimizations, ensuring smooth transitions and minimal disruptions to daily operations. One of my core strengths is my ability to diagnose and resolve technical issues quickly and effectively. Whether troubleshooting hardware failures, software conflicts, or network connectivity problems, I bring a methodical approach and a commitment to delivering timely solutions. My proactive mindset allows me to anticipate potential challenges, implement preventive measures, and continuously improve IT processes to enhance overall system performance. Beyond my technical expertise, I take pride in my strong communication and collaboration skills. I have worked closely with cross-functional teams, training employees on new technologies, best practices, and security protocols to enhance productivity and cybersecurity awareness. I excel at translating complex technical concepts into clear, actionable insights for both technical and non-technical users, fostering a more efficient and tech-savvy workplace. Committed to professional growth and staying ahead of emerging technologies, I actively pursue opportunities to expand my knowledge and skill set. Whether through industry certifications, hands-on experience, or research into the latest IT trends, I strive to remain at the forefront of technological advancements. My goal is to continue delivering impactful IT solutions that not only meet organizational needs but also drive innovation and long-term success.
• Lead Deskside Support operations across LATAM for 5 companies, ensuring consistent, high-performance IT support delivery. • Partner with Service Desk leadership to align support processes, improve Level 1 resolution, and enhance service efficiency. • Align global IT teams to company standards, enforcing protocols and driving operational consistency across regions. • Act as senior IT consultant and escalation lead for infrastructure strategy and critical decision-making. • Own final approval of infrastructure hardware, ensuring scalability, reliability, and business alignment. • Manage end-to-end infrastructure delivery, from deployment through optimization. • Ensure uptime and operational readiness of laboratories and plant environments. • Train and mentor Service Desk and Deskside teams on tools including Active Directory, Intune, SCCM, and ServiceNow. • Enable Level 1 teams with remote support tools and structured troubleshooting approaches to increase first-contact resolution. • Maintain network infrastructure, including switch configuration, and collaborate with network engineering teams to ensure continuous site operations.
Active Directory: Domain Controller, AD Trust relationship, AD Forest, OU and security groups, Server creation in AD, replication Troubleshooting. WSUS: Windows server manager, SCCM updates, GPO creation, add roles, disk space in windows server, add server to domain, Failover/ Cluster. Virtualization : KVM, VMware, Azure Jumpboxes Networking: protocols, topologies, OSI Model, TCP/IP. IIS: Bindings, changing SSL certificate. Ticketing Systems: Clarify, CA Remedy and ServiceNow
IT Systems Administrator & Support Specialist Proficient in solving technical issues across Windows and Unix/Linux environments, leveraging Configuration Management Tools for optimal system performance. System Administration Level 3 Support: Expertly handle Level 3 tickets, addressing complex issues such as Group Policy fixes, extending admin rights, and using PowerShell for automation and command execution. Regularly update PCs with the latest software to enhance functionality. End-User Support: Use a comprehensive range of administrative management tools, including Active Directory and Azure for password and MFA issues. Manage applications through Intune and SCCM for software deployment and mass updates, as well as JAMF for iOS device management. Network Support: Manage user permissions and create virtual desktop infrastructures (VDIs) using Hyper-V and vSphere, ensuring reliable VPN connectivity for remote users. International Collaboration: Provide support to users across Canada, the U.S., India, and Europe, demonstrating strong communication skills and the ability to articulate technical issues clearly to diverse teams. Technical Troubleshooting: Troubleshoot and resolve issues with Microsoft 365 and associated applications, including PowerPoint, Outlook, and SharePoint, ensuring seamless user experience. PowerShell Expertise: Leverage PowerShell scripting to automate processes and create efficient solutions, significantly enhancing productivity and reducing response times for user tickets.
Training Development & Technical Support Specialist Experienced in designing and implementing advanced training programs for Tier 1 and Tier 2 support agents, emphasizing complex troubleshooting techniques for POS systems and related software. Technical Support: Successfully transitioned from Tier 1 to Tier 2 support, adeptly addressing intricate software and hardware issues in high-pressure environments. Hands-On Instruction: Led interactive training sessions and workshops, equipping team members with the necessary skills to diagnose and resolve technical issues efficiently. Performance Evaluation: Conducted practical evaluations and feedback sessions to assess trainee proficiency, ensuring they are prepared to handle complex technical challenges. Process Optimization: Actively contributed to the continuous improvement of training methodologies, ensuring they align with evolving technologies and company standards. Curriculum Design: Developed comprehensive training materials, including guides and e-learning modules, specifically tailored to address the challenges faced by Tier 2 technicians.