Customer Service Systems

Professional Summary

Experienced savvy professional in Information Technology mainly focused in Systems Integration, Administration, Audit, and Technical Support.

Experienced in Data Center, Managed Service Providers, SMB’s, Systems and Network Administration, redundant and Fault Tolerant Systems for Critical Services, Virtualization platforms and Backup & Disaster Recovery in 24/7 operations.

Experienced with the analysis, planning, design, implementation, documentation, assessment, and management of the enterprise hardware infrastructure assuring systems security, scalability and manageability to align IT strategy, plans, and systems with the mission, goals, structure, and processes of the organization, assuring compliance with business requirements.

Experienced with the planning, analysis, design, development, testing, quality assurance, configuration, installation, implementation, integration, maintenance, and/or management of networked systems used for the transmission of information in voice, data, and video formats.

Experienced with the planning, installation, testing, operation, troubleshooting, and maintenance of hardware and software systems.

Experienced with the planning and delivery of customer support services, including installation, configuration, troubleshooting, customer assistance, and/or training, in response to customer requirements.

Provides leadership by projecting a positive attitude and resolves situations in a professional manner. Maintains competency and enhances professional growth and development through self-paced continued education.

Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule. Ability to manage multiple high priority initiatives in a fast paced highly technical environment.

Ensures that vendor services meet SLA’s, and takes actions to mitigate SLA failures.

Capable of working independently or in a team, recognized efficient decision maker.

Demonstrated strong and ethical customer service skills.

Demonstrated strong written and verbal communication skills, supervisory skills & complaints resolution.

Development of SDLC documentation, Trainings and Operational Manuals, Standard Operating Procedures. Trained and knowledgeable of HIPAA, PCI, FDIC regulations, FDA regulations, CGMP's, ERES, GAMP and ICH guidelines.

Language

Native language. Spanish.

Advanced English, applied to the specialty of my Profile. (Systems).

Education

Bachelor Degree in Computer Engineering

Issued in Havana, Cuba by CUJAE University (1992-1999)

Master’s Degree in Network Systems and Security

Issued in Havana, Cuba by CUJAE University (2000-2003)

Degrees in Cluster, Computer Security, Wireless Networks, Proxy and Firewall

Issued in Havana, Cuba by CUJAE University (2005-2008)

Microsoft Certified Solutions Expert (MCSE)

Issued in Cancun, Quintana Roo, Mexico by the Technological University of Cancun.

Server Hyper-V and System Center Specialist (Microsoft Specialist) (MS)

Issued in Cancun, Quintana Roo, Mexico by the Technological University of Cancun.

Skills

MS Windows XP, Vista, 2000, 7, 8.1, 10

Scalable systems

MS Windows Server: 2000, 2003, 2008 R2, 2012 R2

IT security best practices

Active Directory, DNS, DHCP, GPO

Documentation & Change Control

VMware 4.x/5.0/5.5 and MS Hyper-V

Managing multiple projects simultaneously

HP, Dell servers, and SAN, NAS

Team Player, Team Leadership

Data Backup and Disaster Recovery solutions

Customer Service Oriented

LAN/WAN, switches, firewalls, WAP, VLAN

Fast Learner, Analytical and Critical Thinker

Escalations of Help Desk End-User's Support

Sales & Marketing Experience

17 Years IT Experience

Firewall, (Fortinet, FortiGate, Barracuda).

Isa Server TMG / Server Proxy.

Antennas and Networks Wi-Fi, Wireless

networks.

Systems of Surveillance, Camera and Circuits Sawed (DVR).

Server of Post.

Ubuntu Desk. Ubuntu Server. Suse Desk,

Suse Server.

Committed to Perfection

Systems Ubuntu Desk. Ubuntu Server. Suse Desk. Suse Server.

Office Applications.

Server Voice-IP.

Reconstruction and saves of Information of HDD.

Microsoft Hyper-V.

Among others…

Excellent technical skills offering years of experience in Computer industry. I am enthusiastic and motivated by new tasks and challenges. I take excellent approach to achieve success in all projects. I like to work in a complex projects which have scope for learning and challenge. I have experience in working with different operating system and platforms.

Work History

Zymphony Technology Solution. 02/01/2017 to 06/01/2017. Tampa Fl.

Position: Networks and Systems Administrator.

HAZE, Networks, Systems and Infrastructures. 02/2014 to 07/2016. Miami-USA

Position: Networks, Systems and Security Advisor.

Tasks: Provide advices on Networks, Systems and Security. Multiple platforms (Windows).

IUSACELL Link. Computer Telecommunications. 02/2010 to 08/2015. Cancun Mexico

Position: Networks and Systems Manager.

Tasks: Systems installation in multiple platforms. Customer support. Project designs, updates

and investments. Consultancy.

Procuraduria Federal de Proteccion al Medio Ambiente. (PROFEPA) 02/2015 to 07/2016.

Cancun-Mexico.

Position: Networks and Systems Administrator

Tasks: Systems installation in multiple platforms. Customer support.

Project designs, updates and investments. Consultancy.

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