CARLOS ACHUCARRO

***** ****** **** **, *****, FL 33613 – Cell: 813- 454-6467

acvqxj@r.postjobfree.com

Linkedin public profile: https://www.linkedin.com/in/carlos-achucarro-66a01642

IT HELP DESK SPECIALIST / TECHNICAL SUPPORT PROFESSIONAL

Versatile Information Technology professional capable of managing technology projects focused on process orientation and the IT delivery life cycle. I have itemized all of the important experience that I have gained working in several Technical Support positions in different type of IT projects during the last 11 years, capable of managing technology projects from conception to completion with remarkable deadline sensitivity. Work experience includes industries such as telecommunications, Banking and card payment sector, electrification/automation, private gaming sector, home security and General State Administration.

Motivated Computer Systems Analyst possessing troubleshooting skills for networking issues, end user problems network security and technical support. Wide experience providing Help Desk support to tens of thousands of users worldwide, earning a solid reputation for productivity, complex problem resolution and professionalism.

HIGLIGHTS AND IT SKILLS

Active Directory, Windows Server and MS Exchange 2008/2010/2013.

HP iLO and Terminal Server remote management, Microsoft SCCM

Windows XP, Vista, 7, 8 y 10.

Management and troubleshooting of Cisco routers, switches, ASA firewalls, VPNs.

Networking and Switching technologies TCP/IP, DNS, SMTP, STP, SNTP, VTP, NAT, DHCP, RADIUS, TACACS, Frame Relay, ATM, PPP, HDLC, MPLS, VLANs, VLSM, VPN, LAN, WAN, MAN, Dynamic Routing Protocols (RIPv2, RIPng, OSPF, EIGRP, BGP), Asymmetric Routing (HSRP, VRRP, GLBP)

Ability to repair and replace PC components and peripherals.

Knowledge of F-Secure Antivirus Symantec.

Knowledge of Service Management best practices (ITIL).

Video conference equipment and Blackberry Enterprise Server.

Proficient with Microsoft Office Suite

Customer service specialist. Exceptional telephone etiquette

Experience working with highly confidential information.

Team-worker: Ability to guide and work with others.

IT Management and Ticketing tools: IT Governance, CRM Siebel, Kaseya VSA and SAP R/3.

CERTIFICATIONS

CCNA Routing and Switching (Cisco Certified Network Associate), Cisco Systems Career Certifications & Training. April 2015. CISCO Certified ID: CSCO12585432.

CCNA Security. Implementing CISCO IOS Network Security (IINS), Cisco Systems Career Certifications & Training. April 2015. CISCO Certified ID: CSCO12585432.

Committee on National Security Systems (CNSS 4011 Recognition). The National Security Agency (NSA) and the Committee on National Security Systems (CNSS). May 2015. No. 4011 National Training Standard for Information Systems Security (INFOSEC).

COURSES

Microsoft Exchange Server 2013. Core and Advanced Exchange Server 2013 Solutions. Information Technologies and Communications Center. Getafe. (Madrid). Spain. July 2015.

CCNA Security. Information Technologies and Communications Center. Getafe, Madrid (Spain) and European Union. March 2014.

CCNP Route: Implementing IP Routing. Getafe, Madrid (Spain) and European Union. June 2012.

Intensive Academic English full time course and TOEFL ITP Certificate. English Language Institute (ELI). University of South Florida, Tampa FL. Summer 2008 (May-August).

PROFESSIONAL EXPERIENCE

Consulting Company, SITEL. Madrid, SPAIN. July 2010 to present

Helpdesk Support and Fraud Analyst, REDSYS, Madrid, SPAIN October 2012 to present

Redsys is the company that supports the largest card payment and processing infrastructure in Spain.

•Troubleshooting with Bank customers via phone Point-of-Sale (POS) terminals (Ethernet, IRC, GPRS, Bluetooth, Wireless, Pc ) and PIN Pads. Ensuring that, once programmed, the POS terminal was able to accept transactions. Providing customer service in Spanish and English.

•Monitoring Redsys’ customer monetary transactions like credit or debit cards and cash withdrawals.

•Issued fraud prevention reports to ensure appropriate steps were taken to reduce possible millionaire losses and claims against more than 70 financial institutions, including VISA, MASTERCARD, AMEX and MAESTRO.

IT Helpdesk Support Specialist / System Administrator, SIEMENS AND CODERE, Madrid, SPAIN July 2010 – October 2012

SIEMENS is a global powerhouse focusing on electrification, automation and digitalization. Revenues generated of $820000 billion in 2015. CODERE is a leading Spanish multinational company in the private gaming sector in Europe and Latin America.

Helpdesk support professional performing diagnostics and resolving user technical problems via telephone, chat, ticketing and e-mail promptly and effectively.

CARLOS ACHUCARRO

•Provided troubleshooting and configuration support for client desktop and networking environment in eight countries and approximately 13,000 users, included, headquarter, office branches and SoHo, casinos, betting shops, bingo halls, sport venues, racetracks and hotels.

•Managed and administered user accounts and computers, Credentials, permissions, Group Policies (Software, VPN and Wireless access) in Windows Server 2003/2008/2010 using Active Directory and SCCM. Monitored and ensured the reachability of specified service levels for IP applications (DNS, network alerts, CITRIX, ERP/SAP and CRM)

•Configured and administered recipients in MS Exchange Server 2008/2010/2013: Mailboxes (Mailbox server roles, Mailbox Size Management, giving permissions on others mailboxes), managed Distribution Lists and Distribution Security Groups and OWA environment.

•Maintained and managed the Critical Windows based Server Environment and Blackberry Enterprise Server user settings and groups policies. Detected Security Network threads. Defended and protected against them, upgraded and patched Antivirus and Malware Protection software.

•Provided remote technical support using tools like Terminal Server, Configuration Manager Remote Console, VCP, Office Communications Server (OCS), Kaseya and VNC.

•Liaised and kept in constant touch with external suppliers of IT services to resolve problems as quickly and efficiently as possible.

•Scheduled and managed international Video teleconference sessions with Cisco Tandberg and MCU control. Placed and coordinated service calls for all videoconferencing equipment, worked with IT staff in local offices. Improved user support & maintenance SLA performance.

•Utilized management tools to retrieve information and to assist users with variety of technical problems within offices in Europe and Latin America. Responded to real-time monitoring centres user requests for assistance with computer, sport betting machines, network printers and remote On Site Monitoring box problems involving hardware /software and connectivity issues.

ESI SOLUCIONES INTEGRADAS, SL.- JAZZTEL.

JAZZTEL is a global telecommunications operator offering broadband solutions for voice and data traffic, Internet and mobile to the residential and corporate markets in Spain.

Junior Computer Programmer Analyst (Big Accounts) December 2009 – June 2010

•Troubleshooting and resolving problems on business and big accounts Internet Broadband ISP Voice and Data services (DSL/XDSL/VOICE/IP-PBX /HOSTING/VPN). Provided history reports and issue tracking to clients, partners and internal team requests.

•Maintained Central Office and B-Box Junctions as required for Broadband Continuity, monitored and configured DSLAMs, Radius, residential DSL and VoIP routers and escalated calls and issues where necessary.

SECURITAS ESPAÑA, Las Rozas de Madrid, SPAIN.

Alarm System Service Technician July 2009 – November 2009

• Monitored all access control, CCTV and home alarms for customers and selected systems for remote sites on a global basis.

• Supported emergency response and critical Incident management notifications.

• Provided technical support and programmed Alarm system via remote access.

• Instructed clients over the phone on the proper use of their security alarm systems.

BARNES & NOBLE COLLEGE BOOKSELLERS, UNIVERSITY OF SOUTH FLORIDA BOOKSTORE. Tampa, Florida (U.S.A.)

Bookseller and Reservation Online Order Agent July 2008- January 2009

Assisting in daily stocking of merchandise and sales functions, providing outstanding customer service and ensuring that merchandise is available for sale and transactions are completed accurately and promptly.

SITEL IBERICA TELESERVICES, ORANGE AND YA.COM

Orange is one of the largest operators of mobile and internet services in Europe and Africa and a global leader in corporate telecommunication services.

DSL Helpdesk Support, October 2004- May 2008

•Diagnosed and corrected DSL Routers and Wireless Devices failures.

•Troubleshooting digital subscriber carriers, and associated broadband equipment, such as DSLAM, residential gateways and home networking equipment. Provided customer service support to internet users.

•Maintained adequate replacement of vast number of customer premises equipment (CPE) devices using SAP R/3 Sales & Distribution as an Inventory Management application.

EDUCATION

Bachelor's and Master's degree in Geography and History, University of Burgos, Spain. 1991-1996

MA in Exhibition Management, Superior Center of Architecture and Financial Studies School, Autonomous University of Madrid, Spain. 2000

LANGUAGE SKILLS

Spanish Native.

English Fluent.

Green cardholder – Able to work in the US without sponsorship

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