Application Support It Technician

Candidate Profile of: Flavio Avila

******.***********@*****.***

Mobile: 857-***-****

S U M M A R Y

Flavio is an experienced and technically inclined IT expert with over 10 years of experience in ITSM for the financial, commercial, and education sectors. He has a strong background as an IT technician and has worked in a variety of roles, including sysadmin, IT Analyst, and as an SME for application support.

He also has hands-on experience as a technical SME for IT projects requiring the deployment of in-house and third-party products on Windows and Linux systems. He is involved in the SDLC from technical specs and requirements to deployment and provisioning of Software as a Service (SaaS) application both developed inhouse and by third party vendors, resulting in increased efficiency and cost savings for clients. He also excels at producing documentation for an easy handover of support tasks and troubleshooting procedures to other team members. Very comfortable working in corporate environments with different types of user levels.

He is ITIL Foundations Framework Certified.

He is skilled in Linux RedHat and Windows Server. He has exposure to SQL and PowerShell to a basic level and is very familiar with the Change Management process. Also, very proficient in the use of TSM tool ServiceNow for day-to-day operations.

Flavio has bilingual proficiency in business communications and is fluent in English and Spanish for enhancing stakeholder engagement.

E D U C A T I O N

Bachelor’s degree. Telematics Engineering CISCO NETWORKING ACADEMIES PROGRAM. 1998-2002

Universidad Autónoma de Tamaulipas. Ciudad Victoria, Tamaulipas.- México

O T H E R T R A I N I N G A N D C E R T I F I C A T I O N S

ITIL V3 Foundation Certified in IT Service

Certificate # GR750283073FA

Course Diploma. Logic Systems Design 2006-2007

Kanazawa Institute of Technology. Kanazawa-shi, Ishikawa-Ken.- Japan

S K I L L S A N D K N O W L E D G E

Windows Server, Linux Red Hat, Microsoft IIS, Apache tomcat.

IT Service Management platforms: SERVICE NOW Service Management System and REMEDY

Customer Service, Quality Assurance, RDBM (Microsoft SQL Server).

OTHER INFORMATION

Bilingual Spanish-English.

Legal Resident (Green Card Holder).

P R O F E S S I O N A L E X P E R I E N C E

VassIT – Client Santander Bank.

IT Business Systems Analyst & Application Support

Jun 2019 – Feb 2025 Boston, MA – United States of America

Supporting enterprise applications, specialized in Application Servers, Web Servers, and Business Intelligence. Responsible for the installation, configuration, maintenance, and production support of legacy and third-party applications. BAU request fulfillment and project-related technical activities.

Responsibilities:

-TIER 3 Application Support SME

- Proficiency in IT Infrastructure Administration, ensuring robust system performance.

- Expertise in System Maintenance to guarantee smooth operational continuity.

- Act as a Technical Subject Matter Expert (SME) for IT Projects, delivering insights and solutions.

- Comprehensive documentation of Business as Usual (BAU) maintenance and troubleshooting procedures for ease of use.

- Serve as the primary Point of Contact (POC) for vendor escalations, facilitating timely resolutions.

- Efficient Service Request Fulfillment, prioritizing user satisfaction and operational efficiency.

- Swift Incident Resolution to minimize downtime and increase reliability.

- Effective Change Management processes that enhance system adaptability.

- SME for the deployment of inhouse and third-party apps that comply with the company’s policies, standards and controls for a proper Enterprise Scale Governance.

Core Skills and Knowledge:

- In-depth knowledge of Windows Server environments.

- Proficient in Linux Red Hat, allowing for versatile system management.

- Exposure to SQL and Oracle, supporting database interactions.

- Experience with Microsoft IIS and Apache Tomcat for web server management.

- Understanding of Certificate Management for secure communications.

- Commitment to following ITIL procedures for optimized operational processes.

Randstad Technologies – Client Santander Bank.

IT Infrastructure PM

May 2018 – March 2019 Boston, MA – United States of America

Work with different software, infrastructure and business teams in executing and completing high budget projects related to applications that impact the growth of Santander Bank in the United States through consumer and business banking. Working with vendors, USA & Mexico cross-functional global application support teams to procure new technology infrastructure requirements in various environments and to provide support once they are in production.

Key Responsibilities:

Collaborate with software, infrastructure, and business teams in the execution and completion of high-budget IT projects with a direct impact on the growth of Santander Bank US.

In charge of gathering requirements and other relevant information for new IT projects in the pipeline while maintaining client communications and collaborating with cross-functional technical teams and third-party vendors.

Analyze technical and infrastructure designs to determine general guidelines for new product and technology goals.

Evaluate system requirements for infrastructure, software, connections, integrations, security, and disaster recovery.

Participated in the infrastructure upgrades for obsolete core technologies at Santander Bank

Customer communications and documentation management.

Core Skills and Knowledge:

- In-depth knowledge of Windows Server environments.

- Proficient in Linux Red Hat, allowing for versatile system management.

- Exposure to SQL and Oracle, supporting database interactions.

- Experience with Microsoft IIS and Apache Tomcat for web server management.

- Understanding of Certificate Management for secure communications.

- Commitment to following ITIL procedures for optimized operational processes.

Skills and Knowledge:

●Exposure to Microsoft SQL and Oracle.

●Windows Server (2003/2008/2012) and Linux/Unix systems.

●Load balancer, traffic balancing testing and SSL certificates, Firewall rules, Reverse Proxy, and DNS configurations.

●Middleware knowledge of IIS and Tomcat

●Exposure to CMDB based in ITIL V3 practices.

●Exposure to NAS configuration, clustering and ETL (Informatica Power Center)

●Experience in IT Application architecture analysis for different platforms

Pearson Education.

CMDB Analyst

July 2017 – May 2018 Boston, MA – United States of America

In charge of gathering and maintaining the hardware inventory of 56 Data Centers in a CMDB, doing Data analysis, drawing conclusions, pulling reports using SERVICE NOW and translating that to Tech and Product Owners. Taking CMDB inventory and mapping it to business servers and applications as well as fulfilling change requests for future changes and updates to the CMDB.

Key Responsibilities:

Creating detailed reports from data pulled from the Service Now Ticketing System.

Understand data, draw conclusions in the data and follow up with the tech owners for validation.

ITIL SME and consultant.

Use of data management platforms and/or reporting platforms such as SQL queries against databases using ODBC connections.

Systems infrastructure and configuration management.

Work with Pearson business and technology teams to ensure CMDB data and relationships are accurate and up to date.

Define new data taxonomy, identify and develop requirements for improvement of the configuration management processes.

Collect data by liaising with business owners. Reconcile the data against old taxonomy using spreadsheet methods and formulae.

Skills and Knowledge:

Exposure to SQL, and Oracle

Windows Server (2003/2008/2012) and Linux/Unix systems.

CMDB administration based in ITIL V3 practices.

Middleware knowledge of IIS and Tomcat

Scrum Methodology.

Project Management

Windows Server (2003/2008/2012) and Linux/Unix systems.

Santander Bank US.

Application Support Specialist

August 2016 – July 2017 Boston, MA – United States of America

IT Administrator supporting enterprise applications, specialized in Application Servers, Web Servers, and Business Intelligence. Responsible for the installation, configuration, maintenance and production support of several third-party applications.

Key Responsibilities:

Provide L1 and L2 application support and 24/7 Incident resolution for critical applications.

Resolving application performance issues, application user issues, and other application related issues.

Installing, configuring, documenting, and upgrading application server software and related products.

Implementing patches and corrective actions needed to mitigate security risks and vulnerabilities.

Provide diagnosis and resolution to application related problems, including interfaces, hardware, software, security, and system failure.

Ticket management and documentation as well as providing customer follow up via phone and/or email.

Assisting in the definition and implementation of application support standards.

Managing, monitoring, and maintaining production, pre-production, and development environments.

SSL Certificates management.

Implementation, maintenance, monitoring and support of new and existing IT services.

Identify and update CI’s in a CMDB and maintain each CI’s relations information up to date.

Running basic queries and pre-defined scripts upon request.

Execution of scheduled application activities required from the business areas.

Installation upgrade and Support WebSphere Application Servers, Web Servers, and Business Objects environment.

Implementing IT policies, procedures, and system controls.

Skills and Knowledge:

Windows Server (2003/2008/2012) and Linux/Unix systems

Exposure to SQL and Oracle

Microsoft IIS. Apache

Planning daily activities using Scrum Methodology.

Following ITIL procedures for operational processes.

Business communications in English and Spanish, both written and verbal.

HCL Technologies / Rockwell Automation

Field Services Engineer & IT Asset Manager (SAP ID 51547330)

February 2015 – August 2016 Monterrey, N.L.

To render hands on and on-site field support services for Rockwell Automation employees at the Monterrey location as well as remote technical support for LATAM Regions. Support delivery assurance and customer satisfaction oriented technical consultant for Windows and Mac OS systems. Asset manager for both mobility (smartphones) and IT assets (laptops & desktops) and responsible of enforcing company policy and procedures regarding scrap disposal and information security.

IT Asset Management & Procurement:

●Responsible for being the POC between the company and IT hardware vendor DELL. Making sure every request for purchase coming from the company’s ticketing system (Service Now) is then submitted via the SAP system to ensure that the vendor got it to be processed and fulfilled within the timeframes of the agreements between the two companies.

●Responsible for the purchase of IT tools and materials with different vendors from the company’s vendor catalogue, making decisions based on price, quality, service response times and overall reliability. Also executed OEM parts and licensing ordering as needed.

●Maintain an accurate inventory record of all computer hardware, smartphone devices and printers using the SERVICE NOW asset management tool. These records included serial numbers, license keys, the people assigned to them for accountability, warranty dates, etc.

●Acted as POC between printer vendor RICOH for the ordering and purchase of all printing consumables such as toner cartridges, printer maintenance kits etc. keep them in storage as stock and replace cartridges as needed. Also, in charge of requesting dispatch service orders with RICOH to provide troubleshooting and maintenance of printers on site.

●I was the main receptor of all shipments of computer hardware that arrived at the company’s premises to be inventoried in the company’s system and stored in the IT area for future assignment as service request tickets came in.

● In charge of the purchase, assignment and distribution of all smartphone devices Accounts payable SME for mobility and IT related Vendors for LATAM.

●Held meetings with new and existing suppliers to negotiate new and current agreements and discuss company’s needs in terms of service delivery, quality assurance, warranties and areas of opportunity detected throughout the month to improve them.

●Provided on site and remote training on the procurement and asset management process to new hires, these usually were given along with documentation and presentations slides as well as hands on training.

●In charge to put in practice the company’s computer hardware lifecycle. Followed a process to establish if the asset could still be used and re-assigned outside the vendor’s warranty coverage period to get the most out of the asset without sacrificing performance by assessing the quality of the device and its components.

●Responsible for the decommissioning of IT assets following procedures that require data wiping and physical destruction of all digital media (hard drives, CD’s, magnetic tapes, etc.) to ensure all confidential data and licensing software are removed as well as the proper destruction and disposal of all printed materials that may contain sensitive information as per company’s information security policies along with the planning and execution of awareness campaigns.

● Responsible for the proper disposal and recycling of computer devices, printers, LCD/CRT displays and any related electronic scrap materials making sure to comply with company’s and standard environmental regulations.

IT Field Support:

●Expert technical support for MS Windows and Apple MAC Operating systems.

●Technical support for MS Windows Client and Server technologies (Win7-Win10, Server 2000-2008).

●Networking configuration and administration including support for end users. Network connectivity and email configuration for Android and Apple mobile phones and tablets.

●Specialized hardware configuration and repairs.

●Handheld device advanced technical support (Windows, Apple MAC iOS and Android).

●Application installation and support both remotely and on site for Windows and Apple MAC OS.

●Installation, configuration and troubleshooting support of mobile applications.

●Data backup and loading support specialist.

●Videoconferencing system deployment and configuration expert.

●SME of Information Security Policies enforced by the Company.

●Customer service and IT technical support for VIP end users. Both in Windows and Apple MAC.

●IT procedure request manuals creator intender for end users.

●Fulfill block\unblock, device wipe and enrollment requests via SAP Afaria for iPhone devices.

Sutherland Global Services.

At&t Connect Tech Quality Assurance and Technical Analyst

October 2013 – February 2015. Monterrey, N.L.

Front-line position responsible for the evaluation and documentation of all transactions between customers and IT Technicians to ensure that accurate and consistent information is provided to our customers as well as the best technical troubleshooting by being both logical and effective given my IT profile. The focus is to evaluate all interactions to comply with all the required processes and guidelines required to deliver the highest level of customer experience and employee engagement, while driving KPI at or above all critical goals. Responsible of completing all assigned transaction evaluations and participating in all calibration sessions both global and domestic.

Key Responsibilities:

●Complete all transaction monitoring requirements per the prescribed guidelines and schedule.

●Attending internal and external call calibration sessions as required.

●Provide feedback to the Quality Manager, Account Manager, and Team Leader as assigned.

●Provide coaching to the consultants on each of their calls previously audited.

●Identify and highlight failure modes in the process.

●Identify unethical practices, improper behavior and highlight it to higher hierarchy stakeholders.

●Generate Quality Assurance reports and communicate the same to higher hierarchy stakeholders.

●Active participation and involvement in all calibration sessions.

Sutherland Global Services.

At&t Connect Tech IT Support Specialist

April 2013 – October 2013. Monterrey, N.L.

Support delivery assurance and customer satisfaction oriented technical consultant for the complete Windows and Mac OS distribution families. (XP, Vista, 7 & 8, Apple OS). Troubleshooting and configuration of Network connectivity for PC and laptop computers as well as smartphones and other handheld devices (iOS and Android).

Specialized IT department that gives premium remote support for all At&t residential subscribers to the service. Responsible of delivering resolution of a wide range of technical issues escalated from TIER 1 level departments and from other sites located worldwide with the same SLA. Service is provided via third party remote support applications. Connect Tech has the number one ranking worldwide.

Key Responsibilities:

●Remote technical support for routers and modem gateways for residential customers.

●Remote technical support for customers on Apple MAC and Windows desktop, laptops and devices, including but not limited to application installations, email configuration, tune ups, system error resolution and peripheral configuration.

●Remote support of mobile applications (banking, ecommerce, etc.)

●Initial configuration and troubleshooting for network connections both Ethernet and WiFi.

●TCP/IP, PPPoE, APIPA & Port Forwarding configuration. Ping and Trace routing routines.

●Email client configuration for MS Windows and Apple MAC platforms.

●Network connectivity and email configuration for Android and Apple mobile phones and tablets

●Virus, rootkit and Malware removal via remote connection.

●Operating system full installation support for domestic customers including Windows and Apple MAC

●Maintain the quality of service up to the highest standards regarding customer satisfaction.

●Constantly updating the IT knowledge and developing new troubleshooting procedures.

●Ability to work under pressure and with customers that have little to no knowledge of computer systems, being able to walk through customers in terms and language that they can understand.

Teleperformance Mexico.

IT PMO Specialist

May 2010 – August 2012. Monterrey, N.L.

Work directly with the company’s IT resources in a variety of projects from the planning stage through all the steps involved towards completion on time and on budget, acting when problems crop up along the way towards the deployment and closing within time and budget limitations. Maintaining constant communication with clients to keep them up to date ensuring that all their needs are being fulfilled. Perform day to day tasks such as reporting by collecting information from team members stationed in other subsidiaries worldwide. This position has an impact on all subsidiaries in the company worldwide. This position has an impact on all subsidiaries in TELEPERFORMANCE MEXICO.

Key Responsibilities:

●SME in charge of collecting information and reporting of global statistics regarding our IT resources, capacity and metrics to corporate officials.

●Capacity planning advisor for clients

●Collaborate with our CIO in the planning of IT budget

●Test and benchmark new hardware, software, and networking systems

●PMO specialist in charge of coordinating with the IT teams from planning to deployment of new LOB projects from an IT standpoint.

●Involvement with Information Security policies

●Assign tasks and coordinate human capital resources for various projects within the company

●IT Security Involvement

Teleperformance Mexico.

Service Desk Analyst

February 2007 – May 2010. Monterrey, N.L.

Provide problem analysis, assignment and resolution by logging all help desk calls or email requests into a trouble ticket system. Process implementation, report performance metrics among other ITIL best practices. Work closely with the IT and Operations areas providing a correct follow up to high and low priority issues until a workaround bypass resolution is applied. Analyze all Change Control requests prior to be applied in production. Procure the highest uptime in services provided daily by the IT team. Follow up to the Root Cause Analysis of every outage and ensure that a corrective action is taken. This position has an impact on all subsidiaries in TELEPERFORMANCE MEXICO.

Key Responsibilities:

●Provide TIER 1-2 support for end users on Apple MAC and Windows desktop, laptops and devices.

●Monitor all connectivity points in the Company s network Infrastructure

●Monitor all database server performance, connectivity and uptime via web applications

●Monitor the main CTI (Computer Telephone Integration) uptime and performance

●Act as a communication bridge between the client and IT Support Team during an outage

●Provide assertive and consistent updates of operation status to stakeholders during an outage

State Congress Office for the State of Tamaulipas (Mexico).

IT Desktop Support Technician

January 2002 – November 2005. Ciudad Victoria, Tamaulipas

Areas of expertise include user support in all technology areas, including desktop equipment, laptops and mobile devices as well as Local Area Network (LAN) issue resolution and service requests. Excellent communication skills to provide a high end QoS to government employees and officials.

Key responsibilities:

●Maintenance and repair of APPLE MAC and WINDOWS desktop, laptops, tablets and smartphones.

●Installation and operation of videoconferencing equipment.

●Installation of software applications both Apple iOS and Windows systems.

●Upgrade Apple Mac and Windows devices.

●Maintaining the LAN network operations, including limited hardware and software installation and set-up, documentation, administration, technical maintenance and end-user technical support

●Enforce IT Risk and Information security practices among end users.

●Administration and maintenance of Windows and Apple MAC operating systems.

Contact this candidate