• Provided first, second, and third-level technical support (N1, N2, N3), resolving hardware, software, and network issues to ensure continuous operations and minimize downtime.• Installed, configured, and maintained computers, point of sale (POS) terminals, printers, and other electronic devices.• Monitored and managed network infrastructure, including switches, routers, and wireless access points, ensuring stable and secure connectivity.• Implemented and managed information security policies, performing regular backups to ensure data integrity and availability.• Supported management systems such as inventory and ERP, providing training to end users.• Integrated systems and automated processes to improve operational efficiency.• Managed user access to IT systems and resources.• Planned and executed IT projects, collaborating with other departments to identify technological needs.• Maintained detailed documentation of the IT infrastructure and prepared periodic reports on system performance and improvements.• Negotiated with hardware, software, and IT service vendors, managing maintenance and support contracts to ensure high-quality and cost-effective resources.• Managed projects from planning to execution, ensuring on-time and within-budget delivery.

• Used ITSM tool (ManageEngine ServiceDesk Plus) to manage tickets.• Supported Oracle JD Edwards system users across various departments such as billing, finance, fiscal, accounting, inventory, and production.• Communicated directly with international teams to manage access and resolve critical incidents.• Executed SQL database queries and updates, ensuring data integrity and efficiency.• Analyzed and resolved user-reported errors, ensuring business continuity and effective system operations.• Integrated JD Edwards and QuickBase systems, utilizing Jenkins to automate processes, optimize workflows, and increase productivity.

• Used ITSM tool (ManageEngine ServiceDesk Plus) to manage tickets.• Provided first and second-level technical support (N1 and N2) to users in three plants, ensuring SLAs were met for each incident level.• Communicated directly with international teams to manage access and resolve critical incidents.• Managed access and permissions using Active Directory and IAM tools, ensuring data compliance and security.• Controlled and managed IT assets using QuickBase, maintaining an up-to-date inventory.• Configured and maintained desktops and laptops, optimizing performance and usability.• Configured and monitored backups using Veeam, ensuring data integrity and availability.• Managed mobile lines and configured VOIP solutions, improving internal and external communication.• Administered firewalls and configured managed switches and Access Points, ensuring network stability and security.• Monitored network and servers using Zabbix, proactively identifying and resolving performance and security issues.• Utilized G Suite / Google Workspace and AODocs to enhance collaboration and document management.

• Used ITSM tool (ManageEngine ServiceDesk Plus) to manage tickets.• Provided first and second-level technical support (N1 and N2) to users in three plants, ensuring SLAs were met for each incident level.• Communicated directly with international teams to manage access and resolve critical incidents.• Managed access and permissions using Active Directory and IAM tools, ensuring data compliance and security.• Controlled and managed IT assets using QuickBase, maintaining an up-to-date inventory.• Configured and maintained desktops and laptops, optimizing performance and usability.• Configured and monitored backups using Veeam, ensuring data integrity and availability.• Managed mobile lines and configured VOIP solutions, improving internal and external communication.• Administered firewalls and configured managed switches and Access Points, ensuring network stability and security.• Monitored network and servers using Zabbix, proactively identifying and resolving performance and security issues.• Utilized G Suite / Google Workspace and AODocs to enhance collaboration and document management.

• Received and verified merchandise, ensuring product accuracy and quality according to invoices.• Organized and stored merchandise, optimizing space and ensuring product integrity.• Monitored stock levels, maintaining an updated and accurate inventory.• Identified and reported discrepancies between received goods and invoices, resolving issues with suppliers.• Collaborated with purchasing and logistics teams to ensure efficient product replenishment and avoid stockouts.• Adhered to safety and hygiene standards when handling and storing merchandise.

• Managed tickets and SLAs using the ITSM tool ManageEngine ServiceDesk, ensuring swift and organized service delivery.• Provided first-line support to users, identifying and recording technical issues.• Escalated tickets to IT analysts based on problem complexity, ensuring efficient resolution within established deadlines.• Resolved first-level technical issues, including software, hardware, and network support.• Monitored client networks to anticipate and resolve connection issues quickly, ensuring uninterrupted service.• Updated and maintained the technical support database, recording solutions and best practices for future service.