IT Support Analyst

*******@*****.*** 416-***-****

/IN/LUIS-LOPEZ-**/

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LUIS LOPEZ

PROFILE

Empowering and elevating

IT services and support

through collaboration and

KCS methodologies.

Investigating, documenting,

and resolving IT issues

driving client satisfaction,

retention, and increasing

brand recognition.

SKILLS

Windows Administration

Desktop and laptop support

Active Directory admin

iOS and Android

Imaging and deployment

Nagios, Intune monitoring

File sharing and security

Office365, SharePoint and

OneDrive

Backup and DR

XML, RSS and FTP

VMWare

Root cause analysis

Logs and metric analysis

Spiceworks &

ManageEngine ticketing

software

EXPERIENCE

IT SUPPORT ANALYST

THE CANADIAN PRESS • JUL 2006 – AUG 2018

• A highly active member of a cross functional group to architect and implement the transformation of a content delivery system from satellite-based, to IP based, API driven, cloud powered platform a full year ahead of schedule.

• Worked with IT naïve clients to identify and define service requirements, and ensured such services were delivered on-time, operational, and met or exceeded client

expectations.

• Lead the IT team to implement preventative and proactive measures to reduce the visibility of IT incidents and service interruptions by 75% and exceeded SLA requirements by 90%.

• Independently managed system and service interruptions, communicating the status to all concerned, and aligned resources to expedite restoration, reducing lost business hours by 25%.

• Spearheaded KCS methods to increase first call resolution rate by 50%.

ELECTRONICS PURCHASING COORDINATOR

CABLESERV ELECTRONICS LTD • JAN 2003 – DEC 2005

• Collaborated with sales, engineering, and production to capitalize on the market availability of products, decreasing warehousing by 45%.

*******@*****.*** 416-***-****

/IN/LUIS-LOPEZ-01/

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LUIS LOPEZ

AREAS OF STUDY

Project Management

Team Building

Incident Management

Linux

SQL

PHP

IIS

AWS

G-Suite

Network+

Server+

ITIL

KCS

QUALITY ASSURANCE TECHNICIAN

CABLESERV ELECTRONICS LTD • JAN 2001 – JAN 2003

• Collaborated with management, production, and vendors to facilitate bringing the company to ISO9001 certification 3 months ahead of schedule.

ELECTRONICS BENCH TECHNICIAN

CABLESERV ELECTRONICS LTD • AUG 1998 – JAN 2001

• Initiated a production feedback system to facilitate communication between departments, reducing

manufacturing delays by 20%.

MANAGEMENT SKILLS

• Leadership, motivation, coaching

• Training and resource management

• Commercial awareness and business acumen

• Collaborative, and team builder

• Client and vendor relationship management

EDUCATION

B.SC. ELECTRONICS ENGINEERING TECHNOLOGY

DEVRY SCHOOL OF TECHNOLOGY • FEB 1995 - JUN 1998

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