I am an experienced IT Support Analyst with a strong focus on technical issue resolution, system optimization, and support management. With hands-on expertise in tools such as ServiceNow, Azure Active Directory, I excel at implementing solutions that enhance operational efficiency and improve user satisfaction.Currently, I am responsible for managing service desk operations at BID, where I provide technical support via calls and chats, install and maintain software, and contribute to the organization’s ISO 9001:2015 certification. My previous experience at Wipro-CitiBank helped me develop a solid foundation in troubleshooting, ITIL processes, and project management.In addition to my technical skills, I have certifications in Azure AZ-900, AZ-104, and Python, which have equipped me to thrive in dynamic, fast-paced environments. I am passionate about leveraging technology to solve complex problems and continuously seek opportunities to grow both personally and professionally.
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Devops EngineerSyniverseAlajuela, Cr
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Service Desk AnalystBanco Interamericano De Desarrollo May 2024 - Oct 2024San José, Costa RicaAs a Service Desk Analyst at BID, I am responsible for providing technical support via calls and chats, managing self-service ticket queues, and ensuring the seamless installation of all required bank software. I optimize system performance by implementing Linux distributions and administering Azure Active Directory for user management and system access. Additionally, I develop knowledge articles to improve the efficiency of support processes and contribute to maintaining the ISO 9001:2015 certification of the Service Desk.My role focuses on troubleshooting technical issues, enhancing user experience, and collaborating with various teams to ensure the smooth operation of IT services. -
Senior Help Desk TechnicianCiti May 2023 - Jun 2024Belén, Heredia, Costa RicaAs a Service Desk Agent, we need to provide technical solutions for any hardware or software issue reported via phone call using tools like CyberArk, ServiceNOW and vSphere.I’ve reduced the 10% of the backlog tickets, leading the backlog decreasing project which was succesfully completed. -
Passenger Service AgentIberia Oct 2022 - Jun 2023Alajuela, Costa RicaAs an Costumer Service Agent the person on charge needs to provide solutions to the passenger to make the checking process easier for them
Ian Araya Jiménez Education Details
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Cybersecurity -
Estudios En Pausa
Frequently Asked Questions about Ian Araya Jiménez
What company does Ian Araya Jiménez work for?
Ian Araya Jiménez works for Syniverse
What is Ian Araya Jiménez's role at the current company?
Ian Araya Jiménez's current role is DevOps Engineer.
What schools did Ian Araya Jiménez attend?
Ian Araya Jiménez attended Universidad Castro Carazo, Universidad Latina De Costa Rica.
Who are Ian Araya Jiménez's colleagues?
Ian Araya Jiménez's colleagues are Chris Granger, Huajie Wu, Rathna L., Judy Roberts, Rejo Emmanuel, Lucy Liu, Christian Melendez.
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