Business Technical Analyst / Relationship Mgr

Juan C. Aguilar

Cell: 214-***-****

E-mail: ******@*****.***

EDUCATION:

Southern Methodist University, Dallas, TX

Networking Technologies Program

Microsoft Certified Systems Engineer . Microsoft Certified Professional

2K / XP

Cisco Certified Network Associate . Nortel Networks Support Specialist

Devry Institute of Technology, Irving Dallas, TX

Associate of Applied Science in Electronics

BlackBerry Certifications

Supporting Blackberry Enterprise Server in a Microsoft Exchange

Environment

Bilingual

Fluent English / Spanish

PROFESSIONAL EXPERIENCE:

Business Technical Analyst / Relationship Mgr

Citi group Inc. Irving TX

March 14 to Present

One of a select group of individuals assigned to Liaison between global

command center operations, business groups and technology departments for

the US, Latin America, EMEA, and, Asia Pacific regions. Maintain an

awareness of all command center workflow and automation / efficiency

opportunities; provide input to management on automation, enhancements, and

workflow optimization opportunities of alerts in addition to events, and

faults on the firm's 1000 + node infrastructure and applications.

o Responsible for being the primary point of contact and voice for Citi's

Command Center Infrastructure operations & technology organization.

Manage cross functional teams to influence peers and business partners on

decisions that impact the command center's performance. Collaborate &

negotiate with the business groups, and IT teams in the US, Latin

America, EMEA, and ASPAC, to gather and define business requirements,

strategic goals & capabilities, process analysis and documentation that

are necessary with the goal of driving increased operational efficiency,

business process improvement, and change control management. Develop

relationships with key stockholders, customers, business units and senior

management to identify emerging needs.

o Plan, organize prioritize and coordinate multiple initiatives / workloads

simultaneously; manage all workload integration efforts as it relates to

enterprise, distributed, and network environments in all strategic Global

Command Center Operations (GCCO) site locations. Experience supporting

and managing initiatives and/or projects in a multi-platform across

different global regions. Experience with Service-Now and Remedy

applications, Capable of analyzing information using logic to solve work

flow problems, able to effectively build & sustain positive members-

clients relationships.

o Work with product developers, principal senior analyst, database

administrators, network engineers, various internal product departments

and 3rd party vendors, and client's IT Departments to ensure rapid

resolution / implementation or insure proper escalation for further

analysis to meet service level contract agreements. Ensure that

appropriate stakeholders are held accountable as to the state of their

controls and that they understand their responsibilities as to risk

mitigation and remediation.

o Lead conference calls to gather customer and business group functional

and non-functional requirements, verify requirements address business

sector and corporate specific goals, define, and formally document

business requirements, Attend and participate in internal / external

forums and risk committees to address deficiencies in technology

solutions and operational processes. Create/update technical, procedural,

problem, and change management process documentation.

o Ensure effective communication and flawless delivery of team projects,

goals, and objectives; create awareness of issues and make certain that

risks are minimized. Keep management staff and key stockholders informed

of projects process or issues that may arise for escalations. Experience

with Service Now ticketing system and Compile and deliver weekly,

monthly, quarterly reports in excel spreadsheets using vlookups, split,

pivot tables and graphs for analysis.

o Engage command center management and technical support teams and other

vendors/partners immediately upon awareness of severe technology

degradation. Coordinate conference calls to conduct in-depth technical

reviews on on-going incidents and provide updates to team, management

staff, senior leaders, and business clients. Escalate significant risks

to the regional/sector leadership. Accountable for in-depth root cause

analysis for Severity 1, Severity 2, and chronic recurring incidents that

impact the business sector. Formulate and incorporate successes and

lessons into best practices.

o Maintain and develop internal department SharePoint site, update data,

with relevant documents, Links, release dates, reports, and year to date

graphs. Excellent interpersonal, communication, and organizational skills

combined with ability to condense technical subject matter into clear and

effective communications to senior management, Proficiency with Microsoft

office products such as Excel, Word, Access, PowerPoint and Visio and

Service Now ticketing system.

BlackBerry Enterprise MDM Administrator

Dean Foods Inc. Dallas TX

Nov 12 to March 14

Responsible for administration of BlackBerry Enterprise Server MDM solution

(BES) 5.x / 10.1, Support mobile devices such as BlackBerry, Apple iOS

(iPhone, iPad) and Android devices on a corporate domino server environment

in compliance with corporate policy and procedures.

o Administration of the BlackBerry Enterprise Server: User accounts, server

deployments, installations, configurations, upgrades, and migrations.

Proactively maintain environment stability, reliability, and reduce

downtimes by implementing a high availability solution, backups and

disaster recovery setups.

o Troubleshoot and restores routine technical service and equipment

problems by analyzing, identifying and diagnosing faults and symptoms

using established processes and procedures. Performed root cause analysis

and develop checklists for typical problems. Recommend procedures and

controls for problem prevention.

o Work in a team setting, sharing information and assisting team members

with incident calls. Provision wireless mobile devices, with voice/ data

for domestic and international plans, and additional features through

various wireless carrier providers.

o Knowledge and experience with Active Directory / LDAP, SMTP, DNS, WINS,

DHCP, Telnet, Bluetooth and WiFi; troubleshoot remote servers, backups,

disaster recovery concepts, service packs and patch management,

experience with windows servers 2000, 2007, and 2008 physical and

virtual.

o Ensure the highest level of service and support to the organization.

Mentor peers to help them build capabilities, document troubleshooting

instructions and procedures, conduct user training classes for both end-

users and peers.

o Assist desktop support agents with; create corporate system reimage for

desktops and laptops, install, configure desktops, laptops for end-users,

configure network printers; provide support via, phone, IM, and desk side

for local and remote clients. Experience with Windows desktop o/s XP, and

Win 7, Microsoft Office 2007, and 2010, TCP/IP and Cisco VPN client.

Create / disable active directory users' accounts. Escalate incidents to

other team members when requires, inform team members and management

staff of any trends or recurring issues. Mentor other desktop agents.

Keeps the clients informed of the status of the incidents with regular

updates and estimates of ETA's. Troubleshoot issues and find the root

cause. Create detail troubleshooting steps taken; create training

documentation for team members.

BlackBerry Premier Support Analyst

May 08 to Nov 12

Research In Motion, Irving TX

The BlackBerry Direct Advanced Response Team (DART) of Research In Motion's

Premier Support group is responsible for providing end-to-end Tier 3

premier support for BlackBerry Enterprise server, Providing advanced

technical solutions, advice and guidance, installation, and configuration

via telephone, web-chat, email and/or in person on site (at customer's

location) domestic, international and LATAM America to our Fortune 500

customers.

o Provide phone, e-mail, web chat and remotes webex session support for

BlackBerry Enterprise server 4.1 to 4.1.7; 5.0 to 5.4 for Exchange and

Domino environments. As well as BlackBerry MDM solution and BlackBerry

Handhelds. Support medium, large scale and international and multi-level

BES environments.

o Provide 3rd level technical support for BlackBerry Enterprise MDM

solutions, design, planning, implantation, installation, configuration,

and troubleshoot for Exchange and Domino environments. Support large and

medium scale corporate environments for; US, Latin American, domestic and

global corporations with 1000 plus nodes and multi-level BES environments

with medium to high security environments in English and Spanish

languages.

o Providing problem analyses of highly complex critical issues, determine

root cause, develop recommendations, and implement resolution steps to

provide product stability. Document case, maintain customer, senior

management and account managers of case progress via Remedy ticketing

system.

o Proactively advice client of possible issues, advice clients on best

practice, how to maintain environment stability, reliability, reduce

downtime and implement high availability solutions. Travel off site

local, throughout the U.S. and international to train, support and

implement solutions to clients, 3rd party venders for 1st and 2nd level

technical support.

o Resolve issues related but not limited to product environment /

installation/ configuration and upgrades. User account management, device

activations, System administration, and management as well as mail

platform migrations. Troubleshoot communication issues related to

network, mail messaging platforms such as exchange 2003, 2007 and 2010.

Sever 2000, 2003, 2007 and 2008, firewall, internet / intranet

connectivity. As well as enterprise instant messaging, Microsoft office

communicator 2007 and Lync 2010.

o Work with product developers, principal senior analyst, database

administrators, network engineers and various internal product

departments to provide appropriate resolution to meet service level

contract agreements, or escalate issue for further analysis.

o Provide technical assistance dealing with Microsoft windows Active

directory, Microsoft windows server 2003, 2008 for 32and 64 bits,

Microsoft Exchange servers 2003, 2007 and 2010, S/MIME settings,

configurations and requirements, Microsoft Office Communication Server

2007 R1 & R2, Microsoft Lync Communication Server 2010, and firewall

configurations.

o Troubleshoot issues dealing with but not limited to installation,

configuration, upgrades, installing patches, and connectivity related

issues with personal and enterprise mail integration, wired and wireless

synchronization, with mail, contacts, calendars with outlook 2000, 2003,

2007 and 2010.

o Resolve internet e-mail integration to blackberry issues for carriers and

end-user customers. For example: yahoo, msn, AOL, Gmail, Hotmail, go

daddy, and OWA integration using pop and IMAP protocols with basic and

advanced configuration integration settings.

o Maintained and updated client cases using remedy cases ticket system and

customers in a timely manner regarding their issues.

Health Care Help Desk Analyst/Application Support Specialist

Jly 05 to May 08

Perot Systems Inc. Plano, TX

o Manage and maintain user accounts in Microsoft active directory /Novell

NDS, Citrix, UNIX, terminal server, Telnet, and local pc. Interact with

customers by phone, remote to client's computers. Support Health care

specialized applications in accordance with HIPPA compliance.

o Provide client corporate messaging support for: GroupWise, outlook, lotus

notes along with connectivity with PDA's and Blackberry on Microsoft

exchange server, Microsoft enterprise Blackberry server, and Lotus notes.

o Application and hardware support specialist: Troubleshoot, software /

hardware related issues. Support windows operating systems and servers

such as: Windows NT, 2000, 2003, windows terminal server, Citrix, UNIX,

and specialized application servers.

o Create documents for application and contract specific procedures. Train

and mentor other associates. Communicate with team and management staff

until issue is resolved.

o Support users on site and remote offices. Interaction with users via:

desk side, phone and remote to their pc. Coordinate and conduct on site

or remote user training. Develop training material, user manuals, power

point presentation, tests and conduct final Q & A sessions.

o Desktop Support Specialist: Create, maintain, troubleshoot user accounts,

and assign security levels in windows domain environment. Troubleshoot &

resolve application / hardware errors on desktops, laptops, servers, and

laser printers for both on site and remote sites.

Contact this candidate