Gesenia Velazquez-Morales

adx8tc@r.postjobfree.com • 787-***-****

www.linkedin.com/in/geseniavelazquez • Caguas,PR

Summary

Highly accomplished IT leader with comprehensive experience driving all aspects of technical support for leading and diversified industrial companies in a fast-paced environment. Analytical and detail-oriented; adept at planning, analyzing, and implementing network solutions, leading network events, managing network infrastructures, driving software analysis and audit, overseeing data-center operations, conducting root-cause analysis to diagnose the issue, and offering ground-breaking solutions. Possess a proven track record of leading projects, creating a roadmap, setting action plans, evaluating progress, and delivering within the deadline with outstanding quality. Demonstrated success as a leader with hands-on expertise in collaborating with teams, vendors, stakeholders, and leaders with superior communication and relationship-building skills. Constant learner driven to enter cybersecurity, cloud space and leverage security threats, IT infrastructure, and data analytics knowledge. Bilingual in English and Spanish.

Technical Proficiencies

Platform/Software:

Veritas NetBackup, Commvault, Hyland OnBase, APPRO, Oracle ERP, JIRA, On Demand, VMware vSphere Client (web- based application), Hyper-V, Solar Winds, OpManager, Application Manager, HP Service Manager, SharePoint, Microsoft 365, Access, Agile Methodology, Aptilo, Airspan Netspan, Microsoft Expression Web 4, WordPress, Veeam, CA Workload Automation, Sterling, Symantec™ Encryption Desktop, Spectrum, Axeda, Spiceworks, SysAid, Microsoft Azure/StoreSimple, CA Workload Automation, Citrix

Tools:

Remote Desktop Manager, Dynatrace, Ping Test, Website Speed Test, JASON, Google Drive, Microsoft Teams

Hardware:

Switches and Routers, FortiGate, Point to Point or Multipoint, Access Points, Servers, F5 load balancers

Area of Expertise

Inbound Technical Support

Software/Hardware Troubleshooting

Ticketing System Management

Risk Analysis

Cloud Connectivity

Data Analytics

Network Administration

Project Management

Security Analysis

Monitoring

Network Infrastructure

Process Development

Reports Generation

Audit Assurance & Compliance

Business Acumen

Systems Analysis

Agile Methodologies

Problem-Solving

Career Experience

First Bank, Río Piedras, PR 2019 – Present

Business Analyst and System Administrator

Lead daily System Administrator, electronic banking channel validations, escalations, and troubleshooting. Collaborate with vendors to perform support activities while maintaining efficient systems with new OS or software upgrades. Coordinate with project directions and plan to expand benefits and reduce the impact on customer organizations. Communicate with involved parties, solve problems, and inform the progress of the management and users. Excellent written, verbal, and interpersonal communication skills and ability to negotiate with customers in a courteous professional manner. Proven ability to collaborate and communicate with both technical and non-technical personnel. Facilitate the testing teams by offering system or electronic banking channels knowledge. Ability to liaise with multi-disciplined support organizations. Proficient knowledge of commonly used concepts, practices and procedures in a big organization. Strong multitasking, organizational, and time management skills, with a focus on attention to detail. Proven ability to collaborate and communicate with both technical and non-technical personnel. Submit operational reports to the management related to electronic banking channels, systems administration, metrics, and areas of KPIs. Demonstrated ability to quickly learn new skills, products, technologies and procedures. Experience using Jira. Technology curious and analytical in nature; adept at troubleshooting and problem-solving. Flexibility to work variable schedules as necessary. Execute production support processes that concentrate on identification and mitigation of root causes. Plan, prepare and implement product, system, acceptance, and operational readiness testing by collaborating with the vendor team. Stay abreast of technological improvements in System Administrator and suggest new approaches to leverage new technology.

Completed 100% of maintenance requests with zero errors in allocated applications.

Built departmental processes constantly to facilitate business continuity and knowledge transfer.

Supervised daily system operations, uptime, performance, and availability.

Created or updated templates from user access to applications twice a year.

Identified the problem areas and collaborated with vendors or technicians to fix the issues in applications or systems.

Played a pivotal role in configuring user access in Active Directory in the OnBase application as per the business requirement by collaborating with the security department.

Completed parameters configuration in the bank’s key applications.

MMM, San Juan, PR 2018 – 2019

System Administrator

Troubleshoot software and network issues as well as server’s operating system updates. Implemented software deployments after becoming QA environment tested. Reacted to users’ requests and offered network training. Assessed and sanctioned databases and software deployments documentations. Managed databases and file restorations.

Responded to 70 tickets weekly.

Led troubleshooting of a Workflow application, CA Workload Automation that generated financial business reports by sending files to departments .

Performed encryption and decryption of confidential business files.

Triple S, San Juan, PR 2016 – 2018

Network Operation Center Analyst and Backup Specialist,

Identified incidents, diagnosed, and performed corrective action to support restoration and backup. Installed and configured backup upgrades in the servers as per the settings. Supervised and troubleshoot backup failed jobs. Virtual machines restoration. Responded to complex tickets by collaborating with security departments, external service providers, carriers, DBA, infrastructure, and security departments. Defined and located LT03, LT04, and LT05 backup tapes according to the management and clients’ requests. Collated and reviewed performance reports for various systems and reported trends in application and hardware performance to help senior technical staff forecast issues. Coached technicians of the network operation center and the network operation analyst. Maintained documentation of problem descriptions and in-depth problem diagnosis, and server maintenance. Contributed to disaster recovery and also planned, organized, and configured platform migrations and upgrades. Solved incidents with the Robotic Process Automation (RPA) of the backup storage robot. Analyze SQL backup scripts. Familiarity with old and modern Microsoft operating systems, server class hardware and VMWare technologies.

Troubleshoot backup and storage infrastructure.

Built backup policies, retention, and recurring.

Monitored network, database security restorations.

SmartNetworks, Caguas, PR 2015 - 2016

Network Operation Center Technician- Layer 1, 2 &3

Delivered customer support to Xirrus and WIMAX equipment. Troubleshoot network sites and breakdowns. Supported technicians by offering RF study coverage and commissioning equipment. Configured VPN and Web Content Filtering in FortiGate equipment, router, switches, VLAN, port forwarding, WiMAX equipment, DHCP, STP, OSPF, and VoIP configuration. Coordinated with component and equipment maintenance and WAN/LAN consumption statistics. Implemented configuration on NOC equipment as services went to commercial users. Escalated issues and sourced vendors to resolve problems. Oversaw IP addresses schemes for upgraded software and wireless solutions.

Responded to 50-65 service tickets weekly by collaborating with field technicians, engineering, and telecommunication carriers to enable or complete solutions.

Supervised the network to maintain stable operations and resolved occurring service effects in an internet services solutions company.

Developed reports on bandwidth usage, uptime, server utilization, and other crucial metrics promptly.

Built wireless site survey and equipment configuration.

Participated in planning, development, configuration, and installation of technology solutions for clients.

Refurbished current equipment components for efficient operation and suggested improvements in existing systems.

Assessed and adjusted components, including switches, hubs, and routers to attain the utmost efficiency in overall network connectivity.

Inteco Access, Caguas, PR 2012 - 2015

Network Operation Center Technician- Layer 1, 2 &3

Served customer support, troubleshooting, and problem escalation. Configured WIMAX equipment, router, switches, DHCP, OSPF, VLAN, VoIP configurations, router interfaces, port forwarding, and untagged or tag port. Implemented configurations on NOC equipment as services vended to commercial and residential users. Developed bandwidth usage reports, key metrics, and server utilization in a timely manner. Oversaw IP addresses schemes. Built microwave base stations profiles in Air span platform and BTS provisioning. Monitored VMware a Hyper-V server and software troubleshooting.

Established INTECO and INTECO Access company webpage analysis.

Achieved 100% inventory accuracy for more than 500 high-end equipment.

Collaborated and led billing functions network and financial software.

Maintained the network functionality to top levels and resolved downtimes in 30 mins.

Generated emails in Active Directory and assigned minimum or maximum data for emails.

Configured in Active Directory privilege user.

Gained experience managing purchase orders and the hardware/software renewal process.

Reviewed application contracts and documented application escalations.

Education

Master’s in Business Administration, Information Systems, GPA 3.86

Turabo University, Gurabo, PR, 2012

Bachelor of Business Administration, Office Administration, GPA 3.90

Turabo University, Gurabo, PR, 2007

Professional Training

Cisco Certified Network Associate Course – Educational Computer Center – Jun 2012

AWS Cloud Practitioner Course – Certification scheduled for July 2023

Licenses & Certifications

Master Security Professional – Inter American University of Puerto Rico– July 2009

Cybercrime Forensic Investigator – Inter American University of Puerto Rico– July 2009

Network Defense Professional Ethical Hacker– Inter American University of Puerto Rico– July 2009

Xirrus Wireless Technician– Xirrus WI-FI Networks – Feb 2016

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