RESUME

OMAR SOTO

WhatsApp: 347-***-****, MS Teams: adwftw@r.postjobfree.com

Mobil: 647-***-****

IT Administrator, Help Desk Analyst & Technical Support

CAREER OBJECTIVE

Contribute to the successful growth of important organizations as a member of the administration and operations team where I can get the opportunity to expand and apply my skills and experience.

Professional Summary

Well rated Computer and Information Systems specialist with over 15 years of in-depth knowledge of organizing, maintaining, developing, and implementing information systems and software to enable organizations to stay competitive; training other staff, supervising security operations, and advising management on the possible implications of changes in technology, in addition to extensive customer service experience in a fast-paced, high-tech environment.

CORE COMPETENCIES

Knowledge in the Service Desk Management Procedures according to the ITIL v3, Best Practices (Certified)

Knowledge and understanding of information and technology operations, responsibilities, processes, and procedures

Analytical skills

Project management skills

Proficient in PC and network software use and enhancement

Ability to independently verify and validate methods

Provision of quality supervisory leadership

The ability to work effectively with technology staff

Deep experience of Windows platforms

SUMMARY OF STRENGTHS

●Cloud

●Microsoft Dynamics

●Microsoft Visio

●MS Office

●Strongly Organized

●Software skills

●Dedicated customer service-oriented professional

●Goal-oriented

●Team player and able to work well independently

●Experienced in providing training and support to co-workers and employees

●Skilled at setting priorities and managing reports

●Analytical, able to spot and resolve problems quickly and effectively

●Able to work with deadlines, multi-task

Seven years of practical experience managing my own business in Information Technology Services.

Six years of experience as a project manager in the Development and Implementation of Systems in the pharmaceutical industry.

ACCOMPLISHMENTS

●Development of new division to provide IT Solutions to corporations

●Creation of my own business providing IT Systems.

●Business growth of 50% in seven years.

●Customer’s growth according to business expansion.

EMPLOYMENT HISTORY

Microsoft

PSTN Service Desk- North America (US-Canada) (July 2021 - February 2023)

Activities:

PSTN Service Desk- North America (US-Canada) Support

Number Porting, Number Acquisition, supporting people to migrate their local telephone numbers either to a Service type or User type and Toll-Free numbers.

Supporting End Users to acquire new telephone numbers for Service, User, or Toll-Free.

Stefanini Group

Service Desk Team Lead Tier I, II (June 2021 – Feb - 2022)

Activities:

Deliver excellent customer service, prioritize meeting all customer expectations, keep track of all performance, create and implement support to all customers’ queries, assess team performance, and redefine customer services with the support of management.

SICCOB Solutions – (Mexico DF)

IT Coordinator (April 2019 – May 2020)

IT Coordinator

Service Desk Management, planning, and design for the workloads for the Enterprise development and technology upgrades.

Managing the IT Support team and Service desk improvements

Implementing and Manages of Printer Services for our customer Cinemex all over the Country setting 351 services.

Transitions of services for Cinemex (Multimedia, POS, and Printer Services)

Distributions SAGAJI – (Mexico DF)

IT Coordinator (March 2018 – April 2019)

IT & Service Desk Coordinator

Bilingual English – Spanish, Service Desk, Tier 1 and 2, Technical Support online, Troubleshooting, Networking Support.

Planning and supervising.

Inventory Control

Coordinating Technical Support to branches abroad and regional

Remotely Technical Support.

Radio Movil Dipsa (TELCEL) – (Mexico DF)

Senior IT Manager (March 2012 – Feb 2018)

IT & Service Desk Analyst Tier I, II

Bilingual English – Spanish, Service Desk, Tier 1 and 2, Technical Support online, Troubleshooting, VPN, Networking Support.

Incident Management and IT troubleshooting.

Support for de Carrier Company, Supporting Mobile lines Prepaid and Postpaid.

Supporting Migration & Portability from other carriers

Technical Support online, Troubleshooting, VPN, Networking Support.

Remotely Technical Support.

Millennium Care – (Toronto, Ontario)

Service Desk Analyst Tier I, II (March 2010 – March 2012)

Bilingual English – Spanish, Service Desk, Tier 1 and 2, Technical Support online, Troubleshooting, VPN, Networking Support.

Incidents Management and Supporting Accounts like AGF, PeriGen Canada, Warner Chilcott, AGF Management Limited, PeriGen Canada, Silverline, Internal, Tender Retail Systems.

Remotely Technical Support in countries such as Spain, USA, Canada, Puerto Rico, London, Ireland.

Fortune Computers – (Toronto, Ontario)

IT Support & Technician (Sep 2007 – Feb 2010)

Spanish - English Customer Service, Repair and Maintenance of computers, Backup and Data Restore, Assemblage of Computers, Networking Design, Maintenance and Develop, IT Consultant, Assemblage and Design of Servers.

Pc’s Place Computer Service Center – (Mexico City)

Manager / Owner (Sep 2000 – Jul 2007)

Control and administration of operations and finance, including a budget, sales, and suppliers

Providing training and support to employees. Provide information technology solutions to customers.

Casa MARZAM (Pharmaceutical Company) – (Mexico City)

Project Manager (1997 – 2001)

Analyst Programmer (1996 – 1997)

Develop, maintain and execute project plans. Negotiate, define, communicate and manage project scope, including monitoring tasks until the release of the process. Forecast, follow up, and manage the project until finalization.

Well experience in:

●Cloud

●Microsoft Dynamics

●Microsoft Visio

●MS Office

●Service Now

●Unix &Linux 1.5 years just operation experience

●Well experience in Mac OS systems and apps

●ITIL v3, Best Practices (Certificated)

●SQL Data Base on Mobile Z/OS

●QMF 10 for DB2 for z/OS

●Service Desk Analysis and Support

●Troubleshooting

●VPN Connectivity and settings

●Systems Administration

●ITSM Ticket applications interfaces

●Network environment (LAN, WAN, WiFi)

●Help Desk and Technical Desktop Support

●Administration and remote support

●Windows 11 and earlier

●Windows Server 12

●Basic Programming in Visual Fox Pro, Visual Basic, and Cobol

●Antivirus and Anti-spyware

●Active Directory

●Data Security, Backup, Data Recovery

●Smart-phones Applications

●IP communications (PDA, iPhone, Blackberry, pilots, etc.)

●Experience with IBM and HP Desktops, Servers, Printers, Routers, etc.

●Design of strategy-oriented to optimization of processes and services

●Sales and customer service experience in a fast-paced

EDUCATION

National Autonomous University of Mexico

Engineering Computation (Mexico, City)

CERTIFICATIONS

ITIL v3, Foundation, Best Practices (Toronto, Canada)

Language

-English Fluent, write and speak

-Spanish (Mother Tongue)

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