Incident Management

• Use of the Azure system for monitoring, documentation, and working with User Stories and Features in the Agile methodology. • Monitor ticket queue to ensure timely response and resolution, in compliance with our service level agreements. Leading the Help Desk since 2018.• Document and provide end-user support as needed, using the ticketing system, ManageEngine Service Desk.• Effectively communicate with customers, management, co-workers and vendors about problems and solutions… Show more • Use of the Azure system for monitoring, documentation, and working with User Stories and Features in the Agile methodology. • Monitor ticket queue to ensure timely response and resolution, in compliance with our service level agreements. Leading the Help Desk since 2018.• Document and provide end-user support as needed, using the ticketing system, ManageEngine Service Desk.• Effectively communicate with customers, management, co-workers and vendors about problems and solutions either by email, phone or remotely.• Train end-users and technical support personnel.• Create standard operating procedures and technical documentation.• Active Directory accounts support• Generate statistical reports for analysis and dashboards.• Responsible for designing, supporting, developing, testing, and maintaining ServiceDesk instances, as a ManageEngine Service Desk Administrator.• Lead and participate in daily Scrum meetings, and sprint planning.• Lead the implementation of the help desk process and ticket request system (Manage Engine).• I was in charge of projects such as establishing SLA's for the disaster recovery project, establish the policies and procedures for the Help Desk and the creation of the SOP documentation. • I was recently awarded with a manager to member recognition in the company. Show less

• Installed, configured, and troubleshot PCs, laptops, mobile devices(iOS & Android), printers and audio-visual devices.• Diagnosed, solved, and documented hardware and software problems through company’s help desk ticket system (ManageEngine Service Desk and Service Now).• Provided on-site and remote customer support for users in Puerto Rico, United States of America, and India.• Created, managed, and troubleshot Virtual Machines and user sessions (VMware vSphere… Show more • Installed, configured, and troubleshot PCs, laptops, mobile devices(iOS & Android), printers and audio-visual devices.• Diagnosed, solved, and documented hardware and software problems through company’s help desk ticket system (ManageEngine Service Desk and Service Now).• Provided on-site and remote customer support for users in Puerto Rico, United States of America, and India.• Created, managed, and troubleshot Virtual Machines and user sessions (VMware vSphere Platform).• Provided remote training to Help Desk personnel from India. Show less

Ensure the functionality of all of the PC/MAC desktops. Follow policies and standards as described in the corporate IT SOI Complete all projects on or ahead of schedule. Assist the Systems Administrator as needed. Provide extensive printer support. Lead the help desk process and request system as needed. Direct and resolve with local server issues when they arise Oversee with local tape backups/restores. Responded to requests for technical assistance in person via phone and remotely for the… Show more Ensure the functionality of all of the PC/MAC desktops. Follow policies and standards as described in the corporate IT SOI Complete all projects on or ahead of schedule. Assist the Systems Administrator as needed. Provide extensive printer support. Lead the help desk process and request system as needed. Direct and resolve with local server issues when they arise Oversee with local tape backups/restores. Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and Microsoft Office. Maintained confidentiality and discretion when working with pass worded or sensitive materials Show less

I am responsible to help all customers with technical problems, either configurations, backups, or any other problem they have on their mobile devices, routers and laptops.

I was in charge of logic programming based on visual basic in the part of automation.