Support Desktop
Resume:
Ramon Alvarado
Bonnyville, AB
adi0dg@r.postjobfree.com
Willing to relocate: Anywhere
Work Experience
MAC Tech support Specialist
Coreio Inc - Toronto, ON
September 2020 to Present
Responsible for the coordination, support, management and execution of 1st Level Support. Ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
Mobile Device Management
Airwatch deployment on user MACs
Service Desk Analyst
Apotex - Toronto, ON
March 2020 to August 2020
Responsible for the coordination, support, management, and execution of 1st Level Support. Ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
Mobile Device Management
Office 365 Administration.
Active Directory Administration
Prepare documentation for our team knowledgebase.
Ensure Customer satisfaction on the issues that they report. Remote Help desk support.
Perform daily ticket management and escalation, ensuring notes are up to date and ETR's are met. Active Directory Administration including Group Policy, AD Sites, and Services in a Multi-Forest environment.
Microsoft SCCM Administration
Microsoft Exchange and Office365 Exchange Online Administration Citrix deployments and Administration
Azure AD/Office365 Administration to include Azure AD SSO Setup and Administration Remote Help desk and support
MARKEM IMAJE - Mexico City
December 2015 to November 2019
Responsible for the coordination, support, management and execution of 1st Level Support. Ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
Mobile Device Management
Office 365 Administration.
Active Directory Administration
Prepare documentation for our team knowledgebase.
Ensure Customer satisfaction on the issues that they report. Remote Help desk support for worldwide offices in Europe, Asia and America. Windows 10 migration support and documentation.
Perform daily ticket management and escalation, ensuring notes are up to date and ETR's are met. Microsoft Windows Server builds
Active Directory Administration including Group Policy, AD Sites and Services in a Multi-Forest environment.
Microsoft SCCM Administration
Microsoft Exchange and Office365 Exchange Online Administration Citrix deployments and Adminstration
Azure AD/Office365 Administration to include Azure AD SSO Setup and Administration NOC CORE Wireless Engineer
Ericsson
2013 to 2015
Responsible for the coordination, support, management and execution of 1st Level proactive and reactive maintenance
activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement
(SLA) performance levels.
Event Management
1st level Incident Management
Remote Site Access Control
1st Level Legal request Execution
1st Level Billing Operations
Core Support.
App Support Team Lead
Cambridge Soft
March 2012 to December 2012
Remote technical and help desk support for corporate users on US and Latin America Prepare documentation for our team knowledgebase
Support on Cambridge Soft Own Software
Oracle SQL management and Support.
Windows Server support and maintenance.
Ensure the Customer satisfaction on the issues that they report. Feedback and management of CS Tech support team
VMware management
IT Manager
Actualize
2010 to 2012
Project leader for several worldwide accounts on Mexico, Chile, Colombia, Spain and UK..
Prepare documentation for our team knowledgebase
Handle the Local IT solutions issues and Maintenance on site. On site Network support and administrator.
Onsite support to our computers and handheld devices such as Blackberry, iphones, and last generation Cell phones. Buy and install new devices or set up new workstations. Prepare documentation and information of our new contracts in order to train the new staff. Assist onsite to our VIP customers and receive training on their tools at their facilities. Provide Training t and week to week feedback to our Tier 1 techs Be the contact point to our customers to provide detailed information about metrics and policies. Help desk support.(windows, networking, office, outlook, wireless, VPN admin console, fortinet firewall and VPN, Active directory, Team viewer, and Company's own platform tool.
Help Desk Analyst
Softtek
2009 to 2010
Remote technical and help desk support for corporate users on US and Latin America Prepare documentation for our team knowledgebase
Help desk support.(windows, networking, office, outlook, wireless, VPN admin console, Safeboot console, Sametime and Webex. Using Clarify and HPSD to log cases and tickets,
Warehouse RetailClerk
Sobeys - Bonnyville, AB
2008 to 2009
Provided customer assistance.
Warehouse shipping and receiving.
Merchandising, product display and stocking.
Help desk Analyst
Getronics
2006 to 2008
Remote technical and help desk support for retail stores and corporate users.
Prepare documentation and service reports for corporate CEO's Handled multiple contracts, providing IT support.
Direct staff and onsite field technicians.
Help desk Support and retail support, (windows, outlook, office, rumba, PDX, cash registers, pin pads, fuel pumps, fuel pumps servers, printer servers, self registers, scanners and scales. Using S3 for log cases. Education
Bachelor's Degree in Computer science
UTEL - Mexico City
February 2016 to September 2019
Skills
• Help Desk
• Service Desk
• Active Directory
• Tech Support
• Desktop Support
• VPN
• Helpdesk Support
• MAC
• ITIL (10+ years)
• Computer Networking
• Microsoft Windows
• Operating Systems
• Network Support
• ServiceNow
• Software Troubleshooting
• Troubleshooting
• Technical Support
• Management
• Office Administration
• Operations Management
• Network Administration
• Networking
• Active Directory
• Microsoft Office
• Troubleshooting
• IT Support
• Linux
• Mac OS
• Remote Access Software
• SCCM
• VoIP
• Mobile Devices
• android
• Administration
• Microsoft Exchange
• Citrix
• Application Support
• Microsoft Windows Server
• Computer Operation
• WAN
• Inventory Management
Certifications and Licenses
Microsoft Certified Professional
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