Manager Support
Resume:
Miguel Fragoso
http://www.linkedin.com/in/miguelfragoso
******.*******@*****.***
Management/ Soft Skills:
Managed and reviewed performance of between 5-15 staff
Supervisor of up to 45 in-direct reports
Excellent verbal/written communicational skills with sharp attention to detail
Able to facilitate problem solving and collaboration
Superior Team Administrative document management skills for systems and policies
Exemplary team building skills by means of leading by good example and ability to motivate while staying focused and on track
Proven Supervisory skills by means of mentoring, coaching and developing team members
Tactful Budget Management by adhering to inventory policy’s and cost management thru vendors
High rate of success at Project management and coordination using ITIL standards
Superior interpersonal managerial relationships with ability to deal with stressful situations with satisfactory results
Strong ability to ensure discussions and decisions lead toward closure
Ability to manage teams high volume workloads and maintain teams performance standards (SLA)
Coordination of training and ensuring team members stay up to date with current technologies
Ability to act on more complex administrative task by handling confidential information and personnel changes (hiring and exiting employees) working hand in hand with Human Resources
Serve as a focal point to communicate and resolve interface and integration issues with other teams
Ability to best leverage the diverse resource pools and skills available to deliver results
Knowledge and Adherence to Pharma and Financial guidelines and regulations
Software Proficiencies:
Windows thru 8 and Server 2008, Apple OSX and IOS, Android OS
Account administration: Active Directory (AD) and Group Policy (GPO), Exchange, Unix, Citrix, AS400, Cisco Call Manager
Security: RSA SecurID, RSA Data Loss Prevention (DLP), Norton/McAfee Suites, Postini
Conferencing: Webex, Skype for Business, Polycom, Crestron
Procurement: Ariba, Sciquest
CRM Admin: Salesforce, Saleslogix
Remote Control: Pc Anywhere, GoToMyPC, MS RDC, Apple Remote Desktop, Terminal Server
Productivity: MS Office Suite thru Office 365, Google Docs, SharePoint, Documentum, Adobe Acrobat and Photoshop
Mail/fax client: MS Outlook, RightFax, Gmail, Yahoo
Browsers: IE, Chrome, Safari, Firefox
Software Distribution: Microsoft Installer (MSI), Ghost Imaging, WSUS
Ticketing systems: Remedy ITSM, Salesforce, JIRA, CA UniCenter, Peregrine Service Center, Heat
Hardware/Network Proficiencies:
Network wiring issues including Ethernet, Coaxial cabling and wireless connections
Troubleshoot of WAN/LAN/VPN/FTP issues
Configure/Troubleshoot/Replace failed hardware of Lenovo/Dell/HP desktop, laptop and servers,
Configure Android/Blackberry/Iphone and Ipad devices
Printers: HP/Epson/Xerox/Minolta/Ikon/Fujifilm production printer solutions
EMPLOYMENT:
Oct 2016-present IT Security Administrator, Fujitsu America
Maintain user access to securable customer system resources performing tasks such as: creation / configuration of user logon IDs and updating access control lists, access provisioning and access removals and access terminations
Perform detailed analysis of access requests/processes and provide recommendations for improvement to senior team members and Information Security management
Educate information / resource owners in the implementation of necessary information security controls.
Perform standard and non-standard processing of security authorization requests
Provide on-call support for after-hours system access issues and troubleshoot system access problems and failures
Report suspected information security misuse
Assist resource owners and IT staff in understanding and responding to security access exceptions
May 2016-Sept 2016 IT Security Analyst, RTI International
Responsible for driving the Global Deployment (5000+ end-users) of Mcafee DLP (Data Loss Prevention) v9.4
Created/Presented complex DLP queries, reports, dashboards to senior management
Plan, developed and managed the DLP policies and configurations
Proposed security improvements based on industry standard and DLP best practices
Prevent/Anticipated problems and focused on continuous improvement of DLP solution
Optimized DLP workflows for enhanced capabilities
Managed DLP user base creating role based rights for different teams
Created/Updated DLP documentation for 1st level support teams
Participated in DLP security incidents and remediation
Planned and developed DLP v10 migration/upgrade
Responsible for all testing and recommendations of patching/upgrades to DLP
Administered MS Exchange DLP
Troubleshoot incompatibilities w/3rd party software vendors and Mcafee DLP
Oversee and advise on maintenance schedule for DLP server (ePO) and DB server
DLP subject matter expertise and provide single point of contact and hands-on escalation and remediation for critical issues
Communicated relevant technical information and alerts on known issues, hot fixes, new releases
Dec 2012-July 2015 Application Support Level III, EMC (Data Loss Protection)
Recommended and utilized standard internal and external diagnostic test equipment and product trace and logging procedures; provided documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers.
Monitored and tracked all service calls, provided call status updates at regular intervals and communicated status to customers using Call Tracking Databases. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status..
Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues. Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills..
Identified and interpreted interoperability and support matrixes; identified reviews, created and delivered timely and highly focused training programs and/or serviceability enhancements within the Field and Remote technical support departments. Effectively communicated procedural and technical issues to internal and external customers in a fast paced and customer critical environment through a variety of mediums.
Act as a sole remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams. Understood and leveraged technical communication structure; participated in virtual team training and product knowledge sharing meetings.
Participated in the creation and maintenance of eService applications such as: Chat, Knowledge-base content, Support Forums, etc. Regularly submitted content to the knowledge database. Validated technical information and issued early warnings and disseminated information as needed.
Participated in the creation/development of a Salesforce playbook (SOP) for all support organizations within EMC. Created reports and dashboards for the DLP support team management. Demonstrated the ability to interpret and understand management requirements in order to develop multiple reports that meet the needs of the organization.
Aug 2011-Nov 2012 Application Support Level II, SciQuest Inc.
Successful technical analysis and resolution of client reported incidents related to software problems.
Perform technical troubleshooting, and data analysis to determine root causes of software problems. Define and implement problem resolution.
Work directly with clients to conduct analysis of technical configurations, integrations, data migrations and technical installations for client systems, in order to perform in-dept technical troubleshooting, and recommend appropriate work-around and solutions. Includes analyzing and documenting requirements and rules and updating with enhancements or changes made.
Develop and maintain assigned technical standards for use in client and internal projects. Typical standards include writing & running SQL scripts of DB2 database and Apache web server log analysis. Trouble-shooting and documentation of integration with Client Systems such as Oracle, SAP, Ariba, PeopleSoft, etc.
Feb 2010-July 2011 Global Support Center – Interim Shift Manager, Credit Suisse
Key contributor to the development/on-boarding of a new global technology support center, which supports over 45,000 clients within the Bank globally (regions such as US, UK, Asia, Singapore, HongKong, Australia etc) and supporting various Divisions of the Bank (such as Investment Banking, Private Banking, Shared Services and IT, including the Trade Floors in New York and London).
Developed operational processes and procedures to support a global client base.
Provided training needs analysis, assessed skills gaps, employee performance and coordinated training efforts throughout the center.
Involved with the development teams of Remedy & Avaya configuration.
Ensure training team has a through understanding of current-state technology tools to train the support specialists. Also trained various modules along side the trainers.
Worked with Knowledge managers to ensure knowledge base was accurate and up to date for go-live.
Operational accountability for all activities occurring during their GSC teams shift.
Responsible for management of operational escalations as and when required.
Optimize shift staffing to deliver the agreed service levels whilst maintaining headcount and budget targets.
Managing time allocation of support specialist resources including breaks, training, SME roles and vacation.
Forging and maintaining relationships with regional support counterparts.
Providing regular service updates during their shift and full operational handover to incoming management team.
Support/Monitored the analyst’s performance and delivered quality reviews.
Managed Scheduled Maintenance and ILCM teams for Global Support Center.
May 2007-July 2009 Senior IT Lead/Asst. Manager, Campbell Alliance
Manage and coordinate the day-to-day operations of helpdesk in the event that Helpdesk Manager is unavailable or needs backup.
Effectively manage and maintain all IT infrastructures for NJ & NY office (onsite) while providing overflow support remotely for NC, CA, PA, IL, MA, GA and UK.
Act as a liaison between Application and Network teams and ensure all troubleshooting was performed before escalating tickets. Acted as 1st point of contact for on-call junior technicians for all escalations off hours.
Project coordinated and facilitated NJ office move to minimize loss of productivity and to ensure all IT systems had minimum down time.
Weekly meetings with Director of IT and Helpdesk manager to discuss process improvements and implementation of ITIL by 2010
Delegate projects to junior technicians and monitored progress until closure.
Coordinate with Human Resources for new and exiting employees.
Review Crystal Reports and report back to Director of IT on helpdesk’s performance, SLA’s and ensure client satisfaction by rectifying any negative comments left by the end users on surveys.
Co-wrote performance reviews with the Helpdesk Manager for all junior helpdesk staff.
Interview and train new helpdesk technicians on all procedures and policies.
Run daily helpdesk status meetings and perform monthly 1-on-1 meetings with all junior helpdesk staff
Monitor helpdesk queues to ensure all technician workload is balanced and tickets are being closed in a timely fashion while adhering to processes.
Configured a NJ office Symantec Ghost server.
Rolled out Office 2007 and Safe Guard HD encryption to the NJ & NY users.
Conducted testing and made recommendation for possible Windows Vista or Windows 7 rollout for the entire company.
February 2006- April 2007 Global Application Support Lead, Johnson & Johnson
Lead and managed complex-technical implementations/projects supporting a global expense reporting system, supporting 85,000 users, in 38 countries.
Primary Johnson & Johnson technical contact with externally facing global teams, managing implementation of expense reporting interfaces, including 100+ general ledger systems, credit card companies and banks.
Monitored batch processing cycles of Global Expense Reporting System
Oversee analysts testing of DST patches on servers and review system program changes to ensure adherence of change control management
Administered application servers and ensured services were running (3 servers)
Developed test plan/tested roll out of new countries to expense reporting system
Handled 24/7 support for Production Global Expense Reporting server
Worked with J&J affiliates/partners to resolve operational issues involving our Domestic & Global Expense Reporting System
Coordinated w/Citrix administrators on roll out of new Citrix gateway
Assisted end-users in resolution or escalation of hardware/software problems
Conducted weekly conference call with heads of domestic & international helpdesks to review major issues
Analyzed system performance and made recommendations/changes to optimize processes
Responsible for creation and registration of ID’s
Certifications:
CompTIA A+
Microsoft MCP
Languages:
Spanish
Contact this candidate