Gonzalo Alvarez Email & Phone Number

Auckland, New Zealand

I am a cross platform engineer responsible for all technical support ranging from maintenance and problem resolution to identification of solutions that better support business processes. My clients systems range in size from a single computer to 150 in several locations across the country.Responsibilities:- Provide cross platform support (Mac and PC) of clients across NZ- Perform roll outs and migrations of servers, desktops- Act as liaison between sales managers and clients, for whom I am the main point of contact- Virtualise servers and consolidate backups for medium to large companies- Offer Project Management if required- Help customers with their IT planning- Prepare documentationAchievements:- Resolved the issues present in several large / busy sites with significant IT problems. At the point I started looking after them, they made an average of 4-5 support calls each week. I evaluated the situation and implemented changes to create efficiently running stable systems and now these clients make calls only for new deployments.- Effected the sale of a mid-value support contract to a client; the first Imagetext engineer in over 10 years to do so.- Involved in several cross platform roll outs (Mac and PC), successfully using and integrating both of them.- Won Imagetext’s Service Excellence Award in 2011. This was based on feedback from clients as well as the fact that they increased the value of their contracts under my technical management.

I started this role half way around the world on a tiny island in the middle of the Pacific. When I arrived, the company wasn't working at its best, with computers having many viruses and performance problems. Servers were unconsolidated, with almost no backups, and there was no real IT support. My goal was to get everything backed up and running at 100%. I was providing remote support to both islands there as well (separated by 55 minutes on plane). Responsibilities:- Support general IT needs of 20 users across 6 shops- Maintain and support the servers on-site (VPN, AD, Email, FS and SQL Servers)- Identify, recommend and test new products that could benefit the companyAchievements:- The 8 servers installed on site were poorly configured, resulting in system slow-downs and instabilities. I re-configured the entire setup, re-installing and migrating applications as necessary to create a stable and efficient system.Installed a virtual environment for testing purposes to protect the live processes from trials of new software and hardware.- I arrived to find the 10 workstations on site were unstable (crashing) and infected with viruses. I cleaned them, systemised them all onto the same OS and re-installed the software to achieve a standard image. - Through identification and resolution of issues, in a few months I had radically changed my daily activities from 3-4 hours each day troubleshooting to 15-30 minutes monitoring servers. Essentially I improved the setup so much I no longer had a job.

Buenos Aires - Argentina

BMC creates, supplies and supports software to companies all around the world. I was responsible for organising and following up cases for them with 2nd and 3rd level support (when needed). Due to my organisational and language skills I was rapidly promoted. From my initial position of supporting only Latin America, my responsibility extended to include EMEA and North America. This required me to use several different languages and operate in different time zones to suit the customer.Responsibilities:- BMC Control-M and Control-O 1st level support- Handle cases between resolution groups, customers and partners- Translate issues from English to Spanish and vice versa- Generate product delivery orders for BMC Products all across Latin America- 1st and 2nd level BMC Portal, Patrol and Dashboard- Closely work with BMC Partners to correctly update the companies- Advanced installation, configuration and maintenance of virtual environments on Windows (2003 and XP) and Linux (Debian)Achievements:- I was rapidly promoted from my first position providing support for Latin America only to European and North American support.- I took advantage of all the training offered by the company as I was keen to learn all I could.- I successfully managed communications from people in several countries to ensure delivery of a high level of customer service and team cohesion.

Buenos Aires - Argentina

I joined ExxonMobil as 1 of only 2 people supporting more than 400 employees running XP and Office 2003, all standard images. When I arrived, the two divisions (national and international) were experiencing management conflict with the result that they were not working together. In a short time I became effectively responsible for the national (Argentinian) branch due to my ability to work with the team as well as offer technical support. As time progressed, 2 more people started working under me, and we managed to get both divisions working together again by the time I left. Responsibilities:- Support 400 users running Windows- Manage large user migrations and internal moving - Repair and maintain Lotus Notes 6.5- Support HP printers and Dell desktops- Case handling for user requests- Support users all around the worldAchievements:- I became head of my team, with 2 assistant managers and 5 other support staff that I managed.- We moved 120 users in one weekend – users came back on Monday and we didn’t have one problem.- I was involved in several desktop roll-outs.- Organized the installation of printers, desktops and helped the networking people with the installation of new Business Areas.

My main role was to look after the changes in product prices; it was a top priority to keep the prices in the shops updated. Other responsibilities were to look after the processes that were running during the day. Because this role did not require my attention at a full time level, I spent considerable time with the Server team, learning and installing servers with them.Responsibilities:- Support more than 200 outlets across the country- Transmit price changes to all the shops in Buenos Aires- Check data integrity on the overnight data processes.- Basic Server’s administratorAchievements:- Developed a simple system to send the price changes to the shops (100 or so) that is still in use due to its simple reliability.- Started learning about server environment as I stayed close to the Server Support team.- Communicated with the help desk on a pro-active basis to improve service quality.

I began as a junior technician, the youngest of the 400+ people in the IT department. I was rapidly promoted, skipping the usual intermediate Help Desk position, and when I left was an intermediate engineer.Responsibilities:- Support 300 to 400 users with Windows XP/2000 and Office 97, 2000, XP and 2003- Basic trouble-shooting on Citrix ICA Client (Intermediate trouble-shooting)- Basic trouble-shooting on JD Edwards- Basic Networking trouble shootingAchievements:- Established a solid grounding of computing, domain networks and end user servicing basics- Been involved in the deployment of SAP across the company.- Due to my people skills and professionalism I was promoted to Data Centre operations.