.

CONTACT

Norristown, PA *****

484-***-****

ad4074@r.postjobfree.com

SKILLS

• Information Technology Support

• Virtualization Technologies (VMWare,

Virtual Box)

• Hardware and software: installation,

repair and maintenance

• Desktop Support

• Computer OS: Windows, Linux

• Active Directory, GPO

• Mobile OS: Android

• Cibersecurity – Ethical Hacking

Professional

• United Nations Software Tools:

o DevInfo

o RapidPro

• Surveys and Census:

o CsPro and CsEntry for CAPI

Applications

o KAP (Knoledge-Attitudes-

Practices) Surveys

• Statistical Software: SPSS

• GAP Analysis as Research

Methodology

• Research Planning

• Qualitative and Quantitative Research

• Intelligence Gathering

• Digital Research Tools

• Surveys and Interviews

• Data collection and organization

• Data Analysis and Data Synthesis

• Interpreting Results

• Research presentation

• Data Graphics

• Report Writing

• External Auditing for Evaluate

Operations Safety Assessment

• ISO/IEC 27002 International Standard

• Vulnerability Assessment

PROFESSIONAL SUMMARY

Seasoned Computer Engineer with 25 years helping to develop client- centric computing solutions, and also with accumulated experience in Information Technology Support, Research and Diagnosis, and Systems Audit.

Technical Support representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows and Linux systems. Proven ability to analyze, diagnose and resolve computer user support issues, identifying and resolving complex technical problems. Expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Sharp-witted with proven ability to analyze, diagnose and resolve computer user support issues. Knowledge of standard operating systems and networking protocols, as well as extensive experience installing, configuring and maintaining local area networks. Delivers Tier 2 and 3 support knowledge. Advanced user of MS Office tools: Word, Excel, PowerPoint, Project, Visio.

WORK HISTORY

April 2007 - February 2024

IT Support Engineer Servicios Informáticos S.A, Managua, Nicaragua

• Installation and configuration: Install, configure, and maintain hardware and software, including Windows operating system, business applications (VMWare, Team Foundation Server, SQL Server, Visual Studio .NET, Android Studio, MS Office Tools, software antivirus), hardware peripherals, and network devices. Configuration of hardware, devices, and software to set up work stations for employees. Configuration and testing of new software and hardware prior to deployment. Creation of user accounts and assigned permissions. Installation and configuration of local area network (LAN), physical and logical, under TIA/EIA-568-B standard.

• Diagnosis and troubleshooting: Identify and diagnose technical problems, either through communications with end users or through systems monitoring and logging tools. Diagnose and troubleshoot hardware, software and network issues. Patched software and installed new versions to eliminate security problems and protect data. Researched and identified solutions to technical problems.

• Incident and request management: Record, prioritize, track and resolve incidents and support requests through incident management systems, ensuring timely and efficient resolution of problems. Monitored systems in operation and quickly troubleshot errors. JULIO ZELEDON

• Application security

• Disaster Recovery Planning

• Internal Controls

• Information Security

• Network Security

• Mobile Security

• Security policy development

• IT Asset Management

• Security Information and Event

Management

• Database Security

• Continuous monitoring

• Virtualization Security

• Risk Management

• Documentation and Reports

• Quality Management Systems

• Documentation Review

• Intelligence Gathering

• Methodology Selection

• Qualitative and Quantitative Research

• Digital Research Tools

• Surveys and Interviews

• Research Planning

• Deep-dive data analysis

• Survey and Interview Design

• Data collection, organization, and

synthesis

• Research presentation

• Data Graphics and Analysis

• Report Writing

• Interpreting Results

• MS Office Tools: Word, Excel,

Outlook, PowerPoint, Project, Visio

LANGUAGES

Spanish

Native or Bilingual

English

Professional Working

French

Elementary

• Corrective and preventive maintenance: Hardware and software maintenance of servers, desktops and laptops equipment, and systems to keep networks fully operational. Perform preventive maintenance tasks in systems and networks to guarantee optimal performance and continuous availability of IT services. Development and implementing preventive maintenance procedures.

• User Support: Provide technical support to end users, answer questions, resolve problems and offer assistance to resolve issues related to hardware, software, networks and systems. Increased user satisfaction through effective communication and timely resolution of support tickets. Translate complex technical issues into digestible language for non-technical users. Removal of malware, ransomware, and other threats from laptops and desktop systems. Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.

• Information Security: Develop and implement information security initiatives, such as incident detection and response, security patch management, and application of organizational security policies and procedures. Safeguarded sensitive data with rigorous backup strategies and disaster recovery plans. Assisted in development of system security protocols.

• Collaboration and continues improvement: Collaboration with cross- functional teams to ensure seamless integration of new systems and technologies. Work in close collaboration with other IT teams, such as the development team, the systems operations team, the security equipment, etc., to solve complex problems and improve infrastructure and IT services. Identify opportunities for improvement in IT support processes and procedures, propose and apply solutions to increase efficiency and customer satisfaction.

• User Training: Provide training and guidance to end users on the proper use of systems and applications, as well as security and compliance best practices. End-user training on new technologies, increasing adoption rates among employees. Offered assistance in implementing and developing training programs. Explained security measures in simple terminology to help users understand malware and phishing threats.

• Documentation and knowledge: Create and maintain technical documentation, user manuals and standard operational procedures

(SOPS) to facilitate problem solving and knowledge transfer within the support equipment. Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.

• Collaboration with suppliers: Establishment of strong relationships with vendors, negotiating contracts for cost-effective hardware and software solutions and to locate replacement components and resolve advanced problems.

October 2006 - January 2012

IT Support Engineer Canadian Cooperation in Nicaragua, Managua, Nicaragua

• Network Technical Support: Installation and configuration of local area network (LAN), physical and logical, under TIA/EIA-568-B standard. Installation and configuration of network security devices (Router Cisco Small Business Series 100 SOHO91/SB101 and Cisco PIX Firewall 506E), and Wireless Network devices (Routers WR54TG / Range Expanders / PrintServer).

• Hardware Technical Support: Hardware and software maintenance of servers (since IBM xSeries 225 Server through IBM System x3500 Server), desktops (HP, Dell) and laptops (Toshiba, HP) equipment, and systems.

• Software Technical Support: Installation, Configuration and Administration of software for infrastructure environment (Windows Small Business Server since 2003 through 2011), business applications

(MS Exchange Server, MS Office Tools since 2003 through 2010, Panda BusinesSecure Antivirus, and Veritas Backup Exec 10d (Backup). June 2006 - August 2006

Network Engineer European Union, Ciudad Sandino, Nicaragua

• Network Technical Support: Installation and configuration of local area network (LAN), physical and logical, under TIA/EIA-568-B standard. 103 Voice and Data points.

• Hardware Technical Support: Installation and configuration of domain server (HP ProLiant ML370), and mail server (Dell PowerEdge 1800).

• Software Technical Support: Installation, Configuration and Administration of software for infrastructure environment (Windows Server 2003 through 2011) and MS Office Tools 2003. EDUCATION

December 1998

Bachelor of Science: Computer Engineering

Universidad Nacional de Ingeniería (UNI), Managua, Nicaragua March 2011

No Degree: Workshop on Information Systems for Rural Water and Sanitation

World Bank - Washington D.C, U.S.A (Presential)

September 2011

No Degree: Developing Web Applications with MS Visual Studio New Horizons, Managua, Nicaragua (Presential)

June 2012

No Degree: DevInfo Platform

DevInfo Support Group / UNICEF, Ciudad De Panamá, Panamá November 2016

No Degree English as A Second Language

Open English Academy, Miami, Fl (Online)

July 2021

No Degree: Introduction to Cybersecurity

Cisco Networking Academy – U.S.A (Online)

October 2022

No Degree: Ethical Hacking Professional

Seguridad Cero, Lima, Perú (Online)

February 2024

No Degree Minimal API With .NET Core 8.0

Galaxy Training, Lima, Perú (Online)

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