Engineer Desktop Support

Carlos Espina

Technical Support Engineer

************@*****.*** • 516-***-****

www.linkedin.com/in/cespinah • Webster, TX

Dedicated, passionate, professional offering extensive experience in systems administration, technical support, and customer satisfaction for quality organizations delivering impactful results. Skilled at: identifying complex issues, sourcing root cause, and providing solutions that mitigate downtime. Proficient at: hardware integration, software installation, and system oversight. Excel at: organization, prioritization, and communication with colleagues and clients. A leader consistently rewarded with expanded levels of responsibility due to a track record of performance and success.

Areas of Expertise

Technical Assistance & Support

Software Development

Notification & Escalation

Standards of Communication

Product Bugs or Issues

Service Level Agreements

Internal Support Teams

Staff Training & Mentorship

Automation Solutions

Operational Performance

Phone, Email, & Chat Support

Research Initiatives

Troubleshooting Documentation

Emerging Technology

Fluent: Spanish & English

Professional Experience

IPsoft Inc., New York, NY Jan. 2020 –Jul. 2020

Automation Engineer

Delivered exemplary support assessing customer issues, souring root cause, and generating automated solutions to eliminate recurrent problems. Demonstrated the ability to manage an influx of automation requests, prioritizing tickets, and quickly addressing concerns.

●Credited with enhancing low performing processes and fixing bugs of existing automations.

●Liaise with the Cognitive Team on Q&A as well as Artificial Intelligence implementations.

●Consistently achieved and exceeded productivity goals for automation.

●Successfully reduced the amount of overall bugs throughout system wide automations.

IPsoft Inc., New York, NY Jul. 2019 – Jan. 2020

Service Desk Shift Lead

Oversaw service desk operations, analyzing outages, enacting solutions, and escalating issues, as required. Orchestrated account leads changes, reporting, and subsequent improvements. Designated as the lead escalation point for the team.

●Engaged with customers and ensured that Service Level Agreements were met.

●Evaluated performance and delivery, administering changes when necessary.

●Trained, mentored, and coached techs through successful completion of tasks.

●Assess client concerns, identify team performance issues, and offer comprehensive solutions.

●Contributed to the creation of Standard Operating Procedures and subsequent updates.

●Conducted team evaluations, praising positive performance, and highlighting areas in need of improvement.

●Consolidated multiple server desk teams under one group.

IPsoft Inc., New York, NY May 2017 – Jul. 2019

Service Desk Technical Lead

Offered team leadership by assessing client technical needs, charting courses of action, and delegating tasks to colleagues. Identified end user issues, generated reports, and collaborated with teams to discover solutions. Additionally, assisted other departments with special projects and issues affecting the service desk.

●Successfully on-boarded with biggest client in company history.

●Assimilated and documented client service desk infrastructure.

●Trained and mentored new associates in best practices and client specific applications.

●Served as the escalation point for Support Engineers with client specific systems.

●Generated, maintained, and updated Standard Operating Procedures.

IPsoft Inc., New York, NY Nov. 2016 – May 2017

Service Desk Technical Support Engineer

Assisted in the identification and remediation of end user issues on a daily basis. Commonly handled problems with operations systems, client specific applications, mainstream applications, connectivity, mobiles devices, and hardware and network issues.

●Conducted comprehensive testing on upcoming software integrations and policy changes before deployment.

●Executed End User maintenance in AD and the ticket system.

●Completed basic ticket system administration.

●Utilized server administration experience at the Service Desk.

●Recognized by management as a Top Ranking ticket resolver.

Wheelhouse, IT, Rockville Centre, NY Jan. 2016 – Nov. 2016

Senior Technical Support Engineer

Designated as the mentor and point of escalation for both Level I team members as well as less experienced level two associates. Handled an array of issues such as troubleshooting Windows Server issues, SonicWall, and Cisco security appliances issues. Additionally, facilitated implementation alongside the Project Team.

●Executed maintenance and troubleshooting of MDM systems.

●Communicated with the NOC Team providing resolutions and assisting with automation.

●Fixed Exchange mail flow concerns.

●Liaised with the Operations Manager to identify new solutions for clients.

●Transitioned Cloud computing service from 4 Corner / AE Technology and offered tech support after the merger.

4 Corner IT / AE Technology Group, Ft. Lauderdale (telecommute) & Rockville Centre, NY Aug. 2013 – Dec. 2015

System Administrator

Presided over the system on a daily basis overseeing administration and maintenance of Windows Servers and SonicWALL security appliance. Credited with significantly reducing ticket volume by automating tasks. Additionally, served as the escalation point for Level 1 tickets.

●Tested and migrated the company to an O365 solution, reducing client call volume, and issues by 75%.

●Introduced Application Virtualization to clients providing the ability to work remotely.

●Cross-trained with the sister company in New York prior to merger.

Additional Experience

4 Corner IT

Technical Support Representative - Lev. II, Ft. Lauderdale, FL (Telecommute) & Rockville Center, NY, 2010–2013

Technical Support Representative - Level I, Ft. Lauderdale, FL, 2008 –2009

Intermakers, Field Technical Support, Ft. Lauderdale, FL, 2007 –2008

Technical Proficiencies

Systems Implementation & Administration: Windows Server, Windows Desktop, Linux (basic) & OSX Oss

Email Server Administration: Exchange • Email Encryption: O365 & Zix Gateway

MDM Implementation & Administration: Blackberry, Intune, & XenMobile • Application Virtualiza Citric XenApp & Remote

Firewall Deployment & Configurations • Amazon AWS & VMware’s vSphere Virtualization

Storage Solutions : Citrix ShareFile, Rackspace, & Anchor • Ticketing Systems: ServiceNow, IPcenter, ConnetWise

Backup Solutions: Intronis, Symantec, Datto BDR, & ShadowCraft • Scripting: Powershell, JavaScript, & Python

Automation Tools: IPcenter (1Desk) • Database: Basic MS SQL & MySQL • Directory Services: Active Directory & WebADM (Basic)

Network Experience: NAS, NFS, HTTP, FTP, SMTP, NTP, DNS, UDP, TCP, IP, NAT, DHCP, ARP, WiFi, Ethernet, Switches, Connectivity, Server Racks, Wiring Closets, & Patch Panels

Education

Coursework Completed: Bachelor’s in Computer Engineering, 55 Credits

Instituto Tecnológico y de Estudios Superiores de Monterrey (ITESM)

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