Jose H. Email & Phone Number

New York, NY, US

New York City Metropolitan Area

Led a research and development campaign from inception to completion with the singular focus being our time from request to delivery within the production environment. Using data collected, and collaborative efforts with my peers, the result of these findings led to the significant reduction in our software products time to delivery from 4-8 hours to 55.

New York City Metropolitan Area

• Established infrastructure for monitoring and vulnerability patching all Linux workstation and on premise server systems, working with vendorsoftware extended via custom written bash and python scripts to accomplish.
• Successfully planned, designed, and coordinated the execution of moving Ubuntu operating system distribution 16.04.7 LTS to 20.04.2 LTSacross all engineering teams, working with senior developers and their specific.
• Revised existing IT new hire manual provisioning processes to utilize preconfigured golden images served over an on premise network attachedstorage, cutting down delivery time of a completed setup from days to a few.
• Working closely with senior members of the company, gathering dependencies and provisioning on premise virtual machines for major projectssuch as Azure TFS versioning control for Infor, and an updated Gerrit Code.
• Established history of working with vendors and contractors in order to bring high visibility company wide projects to completion, such as theVuWall Training Room project, and Cygna Labs Active Directory and File.
• Perform on-site and remote maintenance, repair, troubleshooting, and provisioning of employee workstations, laptops,and in office IT infrastructure such as network patching, configuring network attached storages, and.

New York City Metropolitan Area

• Manage and maintain freelance portfolio across several trusted platform services (Fiverr, Upwork, Guru)
• Provide pre-negotiated webdevelopment and system admin and cloud integration services and website maintenance request for previous contracted work
• Provideproprietary system customizations, configuration, troubleshooting and repair across Windows, OS X, Linux, and Mobile operating systemplatforms
• Assist clients with technical support as needed via phone, remote login and on-site per special requests
• Configure cross-platformsharing, software suites
• Client tailored solutions for hardware, software, networking and security issues

Coral Springs, Florida, United States

• Spearheaded implementation schedule and integration of cloud platform based Learning Management Software Canvas and SAP LITMOSCMS,utilized for company wide employee web-based training on internal product services and.
• Designed and integrated client requested web-app functionality andwebpages to official corporate website, implementing use of third party API functionality via PHP, Python and Javascript to ensure avalabilityand.
• Created bash shell scripts solutions that served as fix-it tools for tier 1 customer support directlydecreasing call time overall for a number of software troubleshooting contacts
• Maintained PaaS control panels for essential employee appservices
• Negotiated price, functionality and redundancies to ensure services remained optimized and operational.

Boca Raton, Florida, United States

• Organized IT responsibilities such as Zendesk tickets via custom made templates for services such as new employee on-boarding processes, existing employee device troubleshooting and solution processes, encryption.
• Created internal employee guides for software troubleshooting processes and software configurations for licensed software such as Slack, JIRA, 8x8 VoIP, Microsoft Office products and Google Apps
• Provided day to day technical support for all employee assigned devices, including system imaging, software licensing, software and hardware troubleshooting and repair
• Managed SaaS apps such as Slack, JIRA, and Office 365 (distribution lists, employee email creation, license management, permission levels, data retention policies, and inbox forwarding as needed)
• Implemented company-wide 8x8 VoIP software system and assigned IP335 phones
• Asset security and tracking via Asset Panda for all company assigned peripheral devices

Boca Raton, Florida

• Help Desk for technical support and educational solutions to various client institutions via phone, chat and remote support
• Resolved tier 1 issues and escalated cases involving end user platform issues via SalesForce ticketing system
• Implemented and troubleshooted API for Canvas and BlackBoard Learning Management Software
• Fulfilled advanced diagnostic of proprietary platform via log file analysis in order to identify bugs, potential security concerns by client institutions
• Created internal training documentation for proprietary software platforms for employee distribution and clients
• Assisted QA and DevOps teams with bug tracking via JIRA documentation and use case testing of proprietary end user platform utilizing TestRail.

Remote

• Performed wide array of technical remote support solutions and repairs for corporate server systems, client personal devices running Windows and OS X operating systems and supported attached peripheral devices via.
• Completed over 7500 unique service jobs by the end of my employment
• Consistently multi-tasked 5-10 remote clients at any given time
• Created numerous internal documents entailing in detail software and system repair guides and use cases on internal software tools.
• Adapted to constant challenges and changes undergone within the remote support service channel during its infancy, helping pioneer the required remote technician standards and scope of work for employees and services.
• Analyze statistics for services performed at weekly team meetings and present new ideas and solutions to common problems.

Tallahassee, Florida

• Provided per client tailored solutions for hardware, software, networking, and security issues
• Designed, developed and modified reportingprocesses in accordance with client specifications
• Performed hands-on hardware installation and replacement and softwaretroubleshooting and repair across Windows, OS X and Linux supported platforms
• Handled emergency data recovery on failing hard drivesand attachable storage devices.

Palm Beach Gardens, Florida

Bachelor Of Science (Bs), Computer Science

Associate Of Arts (Aa), Computer Science, 3.6