Engineer Support, help desk, ITIL, SDLC, Windows 7/8/10, Windows 2012r

RICARDO ESCOBEDO

Bilingual: native English, Spanish fluent: speak, read, write

*************@*****.*** www.linkedin.com/in/rickescobedo LEVERAGE ENGINEERING AND MANAGEMENT EXPERIENCE TO DRIVE AND DELIVER EXCELLENCY. Self-driven, analytical and innovative System Engineer focused on root cause analysis to deliver sound and stable projects and meeting or exceeding deadlines, in conjunction with team collaboration. Fully committed in delivering solutions, drive quality and positively reflect company growth.

Certificates

ITIL (Information Technology Infrastructure Library) /2016 VMWare-/ 2016 Course completion, working on certificate

MCSA 2012R- 2016 CCNA- 2016

PROFESSIONAL EXPERIENCE

Cummins Inc., Columbus, IN Electronic Tools Interface Engineer 2017 to Current Provided subject matter expert guidance, knowledge by driving, coordinating, configuring, modifying and applying XCP/ A2L standards.

• Drive Service Strategy, Design, Transition, Operation and Service Improvement ITIL 5 stage process and VModel approach to deliver sound and stable new protocol approach.

• Conducted customer and industry research, requirements gathering, analyzes, development and implementation of XCP/ A2L protocol standards.

Fortitude LLC, Falls Church, VA VM System Engineer 2016 to 2017 Design, engineer, develop, implement, analyze, support and maintain Windows 7 & 10, Linux centos & Red Hat OS virtual machines and could application environments in Windows 2012R, vSphere, VMWare ESXi, Player, Citrix Xen client and Citrix Xen server.

• Applied System Development Life Cycle process delivering and exceeding internal customers cloud computing infrastructure requirements, requests and needs.

• Engineered, configured, analyzed and deployed custom virtual machines in HyperV, VMWare and Citrix.

• Conducted internal customer requirements gathering, system analyzes and design; providing Virtual Machines using VMWare, Windows 2012R2, Citrix for IBM TRIRIGA application server testing and validation for all levels of TRIRIGA system development phases. Leveraging scalability, shared virtual & hardware resources, live system and storage migrations, Failover Clustering, image scalability, group policy editing, package development and deployment utilizing Windows 2012r and HyperV. As well as VMWare vSphere components

• Developed and created Cisco VLANs utilizing Putty and Cisco Packet Tracer, VLAN software. Navistar Defense LLC, Lisle, IL Windows Systems Engineer/ Analyst 2011 to 2016 Analyze, engineer, design, develop, implement, support and maintain Windows-based equipment used by the US, UK, and Canada military forces in Afghanistan and Iraq.

• Conducted research, requirements gathering and modification of group policies packets, registry files and Active Directory, security settings within HyperV resulting in sound and stable platforms.

• Engineered and deployed custom Windows 7/10 images, using WAIK.

• Engineered and deployed silent registry key and configuration install packet with AutoIt and VBscript, reducing system downtime and enhancing system security by 80%.

• Conducted in-depth analysis to define system root cause & applied ITIL ensuring stability.

• Pseudo documented all install packets with as guidance for current & future team members.

• $45K savings in contractor fees with project management and redesign of the Military software.

• 80% increased of engine feature programming stability and reliability by re-engineer (C++) of Military automatic engine recalibration tool.

Navistar, Lisle, IL Electronic Service Tools Support Manage 2009 to 2011 Provided software validation, regression testing, development of test plans, use cases.

• 90% optimization in validation, regression testing, User Acceptance Testing (UAT), ticket status update and tracking in CRMS by developing and driving ITIL & SDLC best practices methods. Process was implemented as a standard validation and testing at corporate level.

• Conducted status meetings with CAB (Change Advisory Board), Suppliers, Contractors and validation group ensuring all projects and software releases were on track.

• Coordinated and directed diagnostic software bug remediation; documentation of fixes and release version components in CRMS.

• Coordinated and directed UAT (User Acceptance Testing) with elite Navistar dealer technicians.

• 60%, decreased in validation efforts and time by setup, configuration, documented of Windows OS vehicle simulation and workstations for remote engine and electronic module diagnostics.

• Extend robustness and assurance in products Led 24/7 Tier 3 Support as Subject Matter Expert.

• $325K a yearly savings in parts replacement by coordinating and collaborating with gauge cluster suppler in the development, delivery and release of the Cluster Calibration Re-Flash Tool. TENG & Associates, Chicago, IL Java/ JSP Application Developer 2007 to 2009 Designed, developed, modified, and integrated web object-oriented applications to meet client’s needs.

• Applied the SDLC methodology and delivered sound and stable portal platforms and application developed in.JSP, JAVA and Tririga meeting the customers’ needs and exceeding expectations.

• Analyze customer’s needs, wants and requirements in order to design, develop, validate, deploy and maintain sound and stable application look and feel.

• As Subject Matter Expert conducted weekly status report meetings ensuring all stakeholders were informed on status and schedule; including issues, resolution and showstoppers.

• Developed Use Case, validation process and technical documentation for customer’s record. Navistar, Ft Wayne IN Technology Support Manage 1999 to 2007 Analyzed, engineered, designed, developed, implemented, supported and maintained information systems, including webpages and applications.

• Conducted technical analyzes research on hardware, for standardization of IT Infrastructure.

• Created and maintained the Standard Operating Procedures (SOP), improving Tier2 support by 90%+, standardizing procedures at a corporate level, ensuring knowledge base transfer by applying ITIL Transition, Operation and Service Improvement stages.

• Customer wait time and tech support respond time decrease by engineered and developed the Remote Desktop Live Support Application on standard image and support website.

• 80% increase of troubleshooting resources with developing, validate and deploying the “EZ-Tech - Vehicle Programming” website using Visual Studio (DHTML, CSS, XML) in English and Spanish.

• Increased Windows Image stability and control by engineered, validated, scheduled and deployed automatic install packets using IPass Endpoint Management, AutoIt, VBScript.

• Analyzed internal customer requirements and engineered, and developed the Admin and User ID log- in packet, optimizing Tier2 Tech Support by 70%, incorporated module in all self-install/ configuration packets.

Education

Bachelor in Business Information Systems (BSBIS) Indiana Wesleyan University Associate in Computer Networking (AAS) Robert Morris University

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