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Support Desktop

Location:
Bonnyville, AB, Canada
Posted:
December 28, 2020

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Resume:

Ramon Alvarado

Bonnyville, AB

adi0dg@r.postjobfree.com

780-***-****

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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