• Achieved a significant improvement in time resolution for IT support requests through proficient initial troubleshooting, efficient ticket distribution, and remote access support techniques.• Efficiently streamlined user management and access control through Active Directory and Desktop Administration, leveraged GPOs to automate software deployment, executed migration to Microsoft Azure, and supported applications such as Salesforce, Microsoft Intune, and Sophos Firewall. • Delivered infrastructure and Software as a Service (SaaS) support for a client-focused social services organization, supporting a team of 3,500 individuals across 34 offices spanning three states.

• Bounce Email Automation: Designed and executed the optimization of the Bounce Email Automation system using Microsoft Power Automate, Power BI, Dataverse, and SharePoint in the Cloud to improve efficiency, reliability, and performance by achieving a reduction of 90% in manual handling of bounced emails.• Migration project Scripting: Developed and implemented a PowerShell script to automate migration of data from OneDrive Business to SharePoint in the cloud, generating a reduction of 90% in time and required resources.• Microsoft Stream Migration: Managed video content migration from Classic Stream to Stream in SharePoint, utilizing Admin and Power BI tools by employing troubleshooting skills to address migration challenges, and ensuring enhanced accessibility and usability for end-users.

Online Curriculum Development. Analyzed student engagement, metrics, and assessment outcomes by enhancing an online curriculum for various faculties' courses by applying Power BI skills and principles of Agile methodology in collaboration with faculty members.

Operative System Linux Server. Conducted lab sessions to help students learn Linux server concepts and practice hands-on activities related to its installation, configuration, and administration, resulting in an increment of accuracy in the case studies application.

• Resolved complex technical issues in hardware and software as a second-level technician for Lenovo enterprise products in English and Spanish, ensuring timely resolution, finding root causes, providing solutions, and incrementing up to 80% in customer satisfaction.• Mentored and guided to first-level support team through knowledge base documentation and monthly training sessions, incrementing skills to resolve technical issues productively and reducing potential performance issues.• Participated as Latin America's representative of ongoing training and certification programs in North Carolina on Lenovo products, ensuring high-quality customer support and training for the first-level support team.

• Provided technical support to customers in diagnosing and resolving troubleshooting issues related to hardware and software, guiding them through step-by-step solutions.• Collaborated with team leader to implement a reporting system for tracking productivity and performance metrics, utilizing tools such as Excel.

• Provided support as a service desk agent and managed IT tickets for companies such as Banistmo (Bank) and Henkel.• Responsible for providing end-user support in software and hardware, including proxy configuration, Active Directory parameters, and network printers.

• Support for Private Branch Exchange (PBX) systems based on Elastix/Asterisk, including SIP/IAX2 extension creation, configuration of SIP trunks, and FXO and FXS lines setup. Experience with Call Center software and its associated statistics, console management, and web-based management interfaces.• Configuration and installation of VoIP telephones.• Proficient in database management, including MySQL and DB2. Skilled in Linux and web development languages such as HTML5 and CSS3, with experience in content management systems like Drupal and WordPress.• Skilled problem solver in IP telephony. Experienced in both preventive and corrective maintenance of computers