CAREER SUMMARY:

Computer Engineer enthusiastic, proactive, excellent interpersonal and leadership skills with extensive background in

Microsoft Office, Windows Server 2003 and 2008, Lotus Notes, Outlook, Unicenter Service Plus, Hp Service Desk,

among others, applied in positions as Help Desk Coordinator, IT Support Desktop, Help Desk, looking for the

opportunity to reach great challenges that surpass of achievements and expectations in a company.

TECHNICAL SKILLS:

• Experienced with Windows XP, Vista, Server 2003, Microsoft Office, Outlook, Lotus Notes, SAP.

• Experienced with Dameware, Tivoli.

• Experienced using Track-It trouble ticketing system through HP Service Desk and Unicenter ServicePlus

ServiceDesk

ABILITIES:

• Work in a team and under pressure.

• Effective communication.

• Proactivity and responsibility.

• Good interpersonal relationships.

• Successful experience with personnel management.

EDUCATION:

Fermin Toro University Venezuela Marzo 2002

Computer Engineer

PROFESSIONAL EXPERINECE:

Banesco Venezuela January 2005 to September 2012

IT Support, Help Desk / Desktop Support / Help Desk Coordinator

• Plan and coordinate visits to the attention of regional branches team of 5, having obtained these functions

seven months after being IT Support Analyst.

• Management and analysis of management metrics.

• Organized and maintained all aspects of the warehouse.

• Provide troubleshooting level II support for 1000+ users remotely from an office environment and business

application as well as onsite.

• Provide remote support through BigFix, Tivoli, Remote Desktop in position like IT Support Analyst.

• Document and escalate work through the use of Unicenter ServicePlus Service Desk and HP Open View.

• Assist users with setup for VPN, Remote Desktop connections and permissions.

• Configure desktop settings and install required software.

• Support Microsoft Office 2003/2007

• Install, configure and educated Lotus Notes 8.0 users on how to archive mail, creating standardized e-

mail signatures and add supervisor’s mailbox to administrative assistant’s mail profile provided the user

had been given permission to access that mailbox.

• Control and management of requests for wiring and installation of communication equipment for ATMs

and points of sales throughout the region.

• Configuration of routers for points of sales, backup routers, voice over ip telephony deployment scripts.

• Regularly perform software maintenance on client Server machines with Windows Server 2003.

• After five months of starting in Banesco as Help Desk Analyst, assigned to the project implementation of Incident

Management Process based on ITIL best practices and adaptation and implementation of the tool Unicenter ServicePlus

as Unicenter Administrator, parameterizing, Setup / creation of users within the tool, report generation, creation /

modification of categories, locations, profiles, views, hierarchical notifications, data control, stability of the tool, document

management in the knowledge base.

Soporte Profesional Intengral Venezuela Agosto 2003 to

January 2005

Desktop Support (Empresas Polar) / IT Support, Help Desk / Help Desk Coordinator (Digitel)

• Coordinate, direct, supervise care activities and operational the first level in the area of HelpDesk, team of 6 in

Digitel, three months later of starting as a Help Desk Analyst.

• Obtaining analysis and management statistics.

• Remote support for 3000+ end-users of the organization using the tool Netop in the positions as IT Support

Help Desk.

• Responsible for opening, documenting and closing user trouble tickets using HP Open View service desk.

• Creation, suppression and management of email in Microsoft Outlook accounts in Polar Company like Desktop

Support.

• Creation, removal, access to resources and network printer users through Active Directory

• Attention of Microsoft Office problems (97, 2000 and XP, 2003), ASP, Siebel, Remedy, SAP and others.

• Access and creation to folders and printers in the network.

• Generation and configuration of workstations in Windows 9 X, 2000 Professional; (XP).

• Generation of servers Windows 2000Server.

• Update Patches and Service Packs on servers and workstations.

Contact this candidate