IT Infrastructure Manager, 11/17 – 4/27/2020Latin America IT Manager, 01/17 – 10/17Network Engineer, 01/15 – 12/16IT Support Specialist, 02/12 – 12/14• As an IT support specialist, I provided direct support to the end users on all company supported applications. Troubleshoot computer and application problems, determine the source of the issue, and advise the appropriate IT staff on the details of the issues and possible resolutions. Performed hardware and software installations and provided on-the-job training to new department staff members. Created/Deleted/Modified user accounts in Active Directory, Exchange, Citrix, Print/File Servers.• As a Network Engineer, I was responsible for maintaining and standardizing (and re-IP) all networks in Canada, U.S.A., Central America and South America. Created Visio documentation of network diagrams and interconnectivity to our FL and GA data centers. Onboarding of acquired companies to our network via VPN and MPLS (BGP). Created a Software Defined Network in our FL and GA data center.• As a Latin America IT Manager, I was responsible for standardizing firewalls, switches, wired/wireless networks, network security, VPN tunnels, IT processes, policies and procedures. Held weekly IT meeting with staff in Argentina, Brazil, Chile, Colombia, Mexico and Peru.• As an IT Infrastructure Manager, I was responsible for stabilizing and standardizing our data centers virtual infrastructure in FL and GA. Migrated all VMs from Hyper-V to VMware and decommissioned all Hyper-V instances across the Americas. Responsible for VMware NSX deployment. Worked with infrastructure team to restart from scratch the Exchange 2010 upgrade to 2016 within 7 months. Worked with TAMs and VMware consultants to standardize our vSphere 6.5/6.7 environment to best-practices. Split our single vCenter to multiple vCenters to improve reliability, performance and administration across data centers. Redesigned new backup infrastructure using Veeam Backup 9.5.

• Provide Level-IV Technical Support to Level-I, II and Level-III technicians.• Provision DSLAM ports in Adtran, AFC, Alcatel, Calix and EntriView.• Handle manager escalations from technical support technicians. • Provide support to customers and Field Service staff in resolving moderate to complex technical problems.• Remote to customer's computer using 'Log-Me In' to remove software viruses, spyware, malware and troubleshoot any hardware issues.• Diagnose mechanical, hardware, software and system failures using established procedures, and determined the most cost-effective resolution to minimize customer downtime• Provide advanced technical support for VOIP, IPTV, ISDN, FTTP, and LAN Integration for residential and business customers• Worked on two company-wide process improvement projects. Lead a team in one project and used Crystal Reports XI with Xcelsius for weekly reporting

• Applied Six Sigma metrics and techniques to business operations• Performed market research in the area about suppliers and competitors• Improved our Customer Relational Database to provide better services and follow-ups with customers• Motivated and Empower employees to perform at peak levels• Worked as a Service Writer and Auto Technician

• Recruited and Trained employees on current products and services• Conducted staff lectures on personal motivation and personal development• Informed current and prospective customers of current promotions and new or upgraded products• Followed-up with customers to assure service and product satisfaction• Used “cold-calling” techniques to setup product demonstrations

** (Summer job for the year 1999 and year 2000) **• Designed Websites using Microsoft Visual Studio 6.0• Developed Websites with ASP, SQL, JSP, JavaScript and HTML• Tested final projects for programming errors and bugs

• Responsible for setting up, maintaining and creating telephone accounting reports with the PBX management software• Setup/upgraded computer parts and software packages• Network administrator assistant

• Upgraded operating systems, motherboards, CPUs, memory, hard drives, CD-ROMs, modems, and sound cards for numerous companies• Assembled PCs and troubleshoot BIOS, hardware, and IRQ conflicts • Troubleshoot Networks using Windows 3.11/95/NT and Novell 3.12• Trained 7 students how to assemble, troubleshoot, and network PCs with Windows NT 4.0, Windows 95, Windows 3.11, and Novell 3.12