Engineer Technical Support

Mario Reyna (resume)

Main: +1-972-***-**** Home: +52-81-136*-**** Mobile: +52-81-802*-****

Jazmin 243, Apodaca, Mexico 66610 e-mail: ***********@*****.***

OBJECTIVE

A challenging position as an IT Professional.

KEY SKILLS

Infrastructure Administration; VMWare; Help Desk Leader; Technical Team Leader; Servers and Desktops Technical Support; Microsoft System Servers; Microsoft Windows 7 & 8; ERP; Microsoft Office; Security; Symantec Anti-Virus; Citrix Install and Configuration; HP Blade servers; Training skills; ITIL v3

QUALIFICATIONS

Results-driven and detailed-focused IT Professional with 15-years of experience providing system support, upgrading and troubleshooting for physical and virtual Windows systems.

Dedicated, organized and self-directed Team Coordinator. Proven and documented ability to achieve and exceed customer expectations. Emphasis on building strong client and co-worker relationships. Demonstrated success resolving issues by coordinating diverse technical teams.

EXPERIENCE

Xerox Services / Apodaca, Mexico

Infrastructure Management Senior Analyst / Team Leader Apr/2008 – Present

• Install, configure, update, patch and maintain Microsoft Windows virtual and physical servers.

• Administration of mission critical infrastructure & application servers running on Windows.

• Providing support to high availability IT solutions (clustered servers) for critical applications.

• Remote administration of HP Blades & Proliant DL 380, 385, 580 and 585.

• Release & patching of Windows servers. Implementation of Windows Servers.

• Experience working with Healthcare regulations (GxP compliance, HIPAA, etc)

• ISO20000 Site Process Representative.

• Manage and update hardware inventory records and create documentation as needed.

• Highly skilled on Remedy and BMC ticketing system to document Requests, Incidents and Changes.

• Collaborate with vendors to quickly fix hardware problems, including parts replacement.

Main Achievements: Coordinator for Latin America and India Windows Teams; Service Owner for thousands of servers and others components. Leading weekly meetings with the whole team to discuss ways to resolve issues.

“Prestamo Express” (Nationwide PawnShops) Headquarters / Monterrey, Mexico

Help Desk and Infrastructure Coordinator 2004 – 2008

• High level Technical Support Engineer for Windows.

• Installation & deployment of new Windows servers for company branches.

• Installation & deployment of Access Points Cisco & DLink Network Devices at branches.

• Maintained E-mail applications, proxy servers & antivirus servers and Active Directory Administration.

• Technical Support Engineer for all HP servers running Windows.

• Maintained Server Hardware, PCs & peripherals.

• Installation of rack-mounted IT equipment, power and network cabling

• Administration of network devices and VoIP infrastructure.

• Help Desk and Support team coordinator.

Main Achievements: I designed and implemented all data and voice infrastructure (VoIP) among all the 52 branches of the company; getting information in real-time for decision taking, reducing the telephony costs.

“Central de Carnes” (Large Meat Supplier) Headquarters/ Monterrey, Mexico

Infrastructure System Manager & Project Leader 2003 – 2004

• Managed all IT areas of this medium-sized company: including: Technical Support, Help Desk, Telecommunications and Servers.

• Support team coordinator.

• Enhanced end users’ understanding of new systems by conducting training sessions, delivering group and individual training sessions and creating easy-to-understand training materials.

Main Achievement: I implemented an Enterprise Resource Planning (ERP) project. I was the lead working with the vendor who installed and customized the appropriate system for ERP.

CIMA Consulting Firm / Monterrey, Mexico

Processes Improvement Senior Consultant 2001 – 2003

I was assigned to several Companies on a research project regarding how employees performed their duties, including manufacturing, operations, security, sales and system departments. Then I presented to the company directors ways to improve current processes; reducing costs to the business and delivering a better quality service.

Main Achievement: I developed and implemented new methodologies to improve work practices in a 6,000 employees national-wide Departmental Stores chain (Woolworth - Del Sol).

“Gigante” Headquarters (Super-markets) / Monterrey, Mexico

Point of Sales System Manager 1998 – 2001

Activities: Responsible of the POS systems of 10 med-size supermarkets.

Main Achievement: I migrated the POS systems at all the stores when they were acquired by a new owner. I implemented new process to automate all of the POS operative tasks from the Stores.

EDUCATION & TRAINING

Monterrey Institute of Technology and Higher Education, Mexico

Diploma in Computer Science and Processing Data

• 245 hours Official Microsoft Certified Systems Engineer (MCSE) Classroom Training.

• ITIL v3 online Official Course.

CERTIFICATIONS

• VMware Certified Associate - Data Center Virtualization (Code: 11903251-A3B1-43DAB605A26B)

• VMware Certified Associate - Cloud (Code: 12003897-B239-FE67BB997F61)

• VMware Certified Associate – Workforce Mobility (Code: 12057448-AC1E-87F18EBDCF06)

TECHNICAL SKILLS

• Windows 2003 Servers System: Troubleshooting, Configuration, Active Directory Management, Deployment.

• VMWare: New Builds, Upgrades, Relocations, Migrations, P2V’s, Cloud, Data Center Virtualization, End-User Computing.

• Networks / Protocols / Tools: TCP/IP, LAN, WAN, VPN, WINS, DNS, DHCP.

• Hardware: HP Blades & Standalone servers.

• ITIL: Release Process site representative.

• Others: Altiris Console, HP Rapid Deployment Pack tool, Windows w/SAN & SAN Clustering-High Availability; Network Printing, Citrix; Basic Linux.

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