IT Analyst and Support
Resume:
JOSE J. FERRERO
IT & Telecommunication Engineer
*****************@*****.**
www.linkedin.com/in/jose-ferrero
Age: 34 years
ABOUT ME
EXPERIENCE
Engineer with more than 10 years of experience in IT systems and leading first and second level support teams. Very committed to the mission of adding value to organizations, aligning IT with strategic business objectives, as well, as the management and implementation of technology projects. Specialist and very familiar with a wide variety of security software, backups software and network tools.
Help Desk Support Lead
Merck Group Ecuador (10/2014 - 09/2016)
- Help Desk Support (first and second level). Lead the IT Support Team.
- Incident and change management over HP Service Management.
- Administration and control of tapes and systems
backups.
- Management of access to corporate systems and applications.
- Control of Key Performance Indicators (KPI) over the applications and business equipment.
- Control of IT assets and departmental documentation.
- Administration of technological renovation projects.
- Management, installation and configuration of corporate mobile devices. (Apple, Android, Windows Phone and allocation of interactive voice & data plans.
- IT Business Requisitions (SAP)
Promoted by achieving the positioning of the Branch in the first place in West LATAM, both for having the best indicators in the computers performance (KPI), as well as the best end user’s quality support.
EDUCATION
Telecommunication Engineer
Higher Polytechnic Institute “CUJAE” (2005-2011). Cuba CERTIFICATIONS
• IBM Smart Cloud for Social Business Technical Pro. V4. IBM (2014)
• Diploma in IT Service Management ITSM-ITIL
National Polytechnic School “EPN” (2014) Ecuador
IT System Analyst
• ASE - Accredited S. Expert. Enterprise Security Itelsys Cia. LTDA Ecuador (05/2014 - 09/2014) Platform
Palo Alto Networks University (2014) United States
- Administration of Windows Servers and Communications Technologies. (Services, policies, access, PBX, LAN, WLAN and others.)
- Local and remote IT support to clients.
- Administration of corporate cloud systems (Office 365, Google Apps, IBM Connections Cloud, Corporate Dropbox and others)
- Administration of infrastructure and security applications.
- Advise and implement solutions and projects.
• Barracuda Networks Certifications: BT130, BT200, BT210, BT230 & BT290
Barracuda University (2014) United States
• Ruckus Sales Expert Certification Exam (REx)
Ruckus Wireless (2014) United States
SKILLS
Country Manager
GlobeNet International Corporation - Ecuador Branch PROJECT
MANAGEMENT
(02/2013 - 04/2014)
IT SUPPORT
TIER 1 & 2
- Management of ICT projects (Planning and Execution).
- Identification and negotiation with suppliers, local installers / integrators or other companies that can provide the necessary support to ensure the execution of the projects.
- Generate new revenue by identifying business opportunities, initiating and / or participating in presales calls, visiting customers, and making personalized presentations.
- Build strong relationships with customers to build trust, security and increase business opportunities.
- Elaboration of the Joint Business Plan (adaptation of the GlobeNet standard to the reality of Ecuador).
- Coordination of resources necessary to ensure the development of business activity.
- Preparation of the budget of the subsidiary. Control of financial resources.
(Expenses, investments, etc.)
IT HARDWARE
OFFICE 365
ITSM / ITIL
NETWORKING
CLOUD
SERVICES
SAP
WINDOWS
SERVER
LANGUAGES
IT Analyst
Metropolitan Bank Cuba (06/2005 - 11/2012)
English & Spanish
At charge of the systems and communications in one of the major subsidiaries, with the mission of ensuring the high availability of services. Responsible to carry out the processes of application upgrades, database backups, risk analysis and others roles.
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