Professional Summary

Experienced professional in Information Technology mainly focused in Systems Integration, Administration, Audit, Technical Support, and Consultancy for Information Technology Services and Products. Experienced in Data Center, Managed Service Provider, Systems and Network Administration, Integration of redundant and Fault Tolerant Systems for Critical Services, Virtualization platforms and Backup & Disaster Recovery in 24/7 operations.

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, URS, DS, FS, and RTM documents for IT, packaging, manufacturing, Laboratories and Utilities department of several pharmaceuticals companies. Trained and knowledgeable of HIPAA, PCI, FDIC regulations, FDA regulations, cGMP's, ERES, GAMP and ICH guidelines.

Languages

Bilingual - Spanish and English

Location

Port St Lucie, FL - Able to Relocate in FL

Citizenship

USA

Education

High School Diploma: 1983

Departamento de Educacion - San Juan, PR

Management Information Systems, 2004-2006

American Intercontinental University - Atlanta, GA

Skills

MS Windows 7, 8.1, 10

Scalable systems

MS Windows Servers 2003, 2008, 2012 R2

IT security best practices

Active Directory, DNS, DHCP, GPO

Documentation & Change Control

VMware 5.0/5.5 and MS Hyper-V

Managing multiple projects simultaneously

HP, Dell servers, storage and workstations

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

Committed to Perfection

Work History

Sr. IT Systems Engineer, 12/2015

JOY COMMUNICATIONS – Stuart, FL

MSP, Act as a Tier 4 Main IT Support expert for the administration of several client's IT Infrastructure. Maintain systems in excellent status and react to escalations from Help Desk to resolve technical issues.

Install, Configure and Manage physical and virtualized servers, security solutions, network hardware and PC, printers, laptops, mobiles, all related software’s and other equipment.

Implementation of new external infrastructure Projects as assigned.

Local administration of company IT/Network resources.

Save company $72K by reutilization of physical resources.

Provided base level IT support understandable to non-technical personnel within the business.

Managed call flow and responded to technical support needs of customers.

Evaluation of user requirements to develop functional specifications.

Resolves customer issues in a clear, courteous and straightforward manner.

Identified and solved technical issues with a variety of diagnostic tools.

Followed up with clients to ensure optimal customer satisfaction.

Conducted research to address customer concerns or query’s.

Remained up-to-date on the latest technologies and solutions applicable to company products.

Researched, troubleshot and resolved complex problems independently.

Retained existing clients and developed new business by extending high quality efficient service.

Maintained high departmental standards for quality and productivity metrics.

Worked closely with team members to meet or exceed all customer service requirements.

Maintain and update customer service database daily.

Assisted customers with order placing and warranty processes.

Appropriately documented all transactions and pertinent interactions.

Identified potential sales and cross-selling opportunities.

Reviewed technical documentation and procedures.

Enthusiastically participated in job related training.

Defined and documented technical best practices.

Trained end-users in Continuum, LogMeIn, MS Office O365 and TigerPaw.

Used ticketing systems to manage and process actions taken.

Basic and advanced end-user troubleshooting and desktop support on Windows systems.

IT Systems Expert / President, 01/2011 to 10/2015 EVOLVE TECHNOLOGIES CORP. – San Juan, PR

Support customer's IT personnel with acquisition, sales, deployment and support of several brands of IT Technology hardware and software products for SMB’s.

Administer servers, security solutions, network hardware and equipment.

Use remote tools to administer and support customer's infrastructure.

Deployment and support of HP and Dell technologies to data center.

Manage the projects, monitoring, maintenance, development, upgrades, and support of all our customer’s IT systems, including servers, PCs, operating systems, VoIP telephones, software applications, and peripherals.

Provide expertise and support during systems upgrades, installations, and migrations.

Develop standard operating procedures and best practices, including providing written protocols and guidance to IT staff and to end-users.

Keep current with the latest technologies and determine what new technology solutions and implementations will meet business and system requirements.

Develop and implement all customer’s IT policies and procedures, including those security, disaster recovery, business continuity, standards and service provisions.

Sr. IT Consultant / Business Development Manager, 01/2000 to 01/2010 QUAOAR SOLUTIONS GROUP CORP. / C & IS INC. – Manati, PR

CSV/ IT Systems Expert, Business Development Director.

Main support to Data Center Operations for pharmaceutical clients.

In charge of IT Commissioning and decommissioning for mayor pharmaceutical companies.

Responsible of gather of all the business systems requirements from user's and management perspective to develop the SDLC documentation for each project.

Gather and analyze the user/system requirements and convert them into functional specifications.

Support and audit of Servers Farms (+800) to recommend and deploy new improvements.

Migration of physical to virtual servers utilizing VMware vSphere 4.0 and vCenter.

Ensure the systems availability on a 24/7 basis.

Validate hardware & software applications and the solutions outcome and track project progress.

Creation of user's acceptance testing for development and production environments with QA.

Develop all project documentation, user's manuals and the necessary documentation and execution of all deliverables of the project to comply with FDA, SOX, and client's requirements, guidelines and regulatory compliance.

Development of SOP's and other technical documentation.

Project manager to ensure compliance and commitments are concluded without discrepancies.

Retained clients and developed new business by extending high quality and efficient service.

Upsold products and services to increase company revenue by 75% in projected 1 year target.

Evaluated and responded to incoming sales leads and requests for technical support assistance.

Followed up with clients to ensure optimal customer satisfaction.

SR. IT Auditor Supervisor, 01/1999 to 01/2000

FIRST BANK – San Juan, Puerto Rico

In charge of IT audits for all bank internal infrastructure.

Supervision of IT staff auditors as to completion of audit field work assigned to them.

Schedules and coordinates daily audit work from the Annual Audit Plan and reviews IT programs and systems to determine whether adequate controls and audit requirements are incorporated.

Performs data center review that includes the evaluation of the data center's organizational structure, hardware system, developing standards, operating procedures, security, program and data library control procedures, communications, networks, backup and DRP.

Monitors security systems exception reports and takes appropriate action as needed.

Monitors compliance with internal controls and FDIC data security policies and procedures.

IT / CSV Consultant, 01/1999 to 01/2000

LG SCOTT / LG SYSTEMS – Guaynabo, Puerto Rico

Design and Implementation of LAN for our support teams located at our pharmaceutical facilities.

Management of systems, including installation, integration, troubleshooting and support.

Management of servers, routers, firewalls, and ISP connections.

Remote support and on-site, including step by step guidance to end-users.

Auditing and testing of systems installations and implementations to recommend enhancements.

Auditing of sites prior to installation to determine the capabilities of existing hardware/software.

Responsible for maintaining 24/7 systems availability.

Development and maintenance of procedures for systems management, IT policies and other technical documentation including office Administration duties.

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