Juan Carlos Posso Rucco Email & Phone Number

Toronto, Ontario, Canada

• Creating, modifying, and deleting user accounts, assigning appropriate licenses, and managing user permissions and access to Office 365 services.
• Active directory administration - Creating, modifying, and deleting user accounts and groups within Active Directory. Managing user access rights, group memberships, and permissions.
• Creating and managing organizational units within Active Directory to organize and structure the network resources based on the organization's requirements. Assigning appropriate group policies to OUs.
• Configuring and managing Group Policy Objects (GPOs) to define and enforce security and configuration settings for users and computers within the Active Directory domain.
• Diagnosing and troubleshooting complex hardware and software problems faced by users by using the Freshservice software.
• Conducting thorough investigations into recurring or critical incidents to identify underlying causes. Implementing preventive measures to mitigate the risk of future incidents.

Medellín, Antioquia, Colombia

• Responsible for facilitating the diagnosis of issues and driving the resolution of all Problems on customer’s application.
• Working with oracle sql developer and analyzing queries to find and drive the resolution of issues with customer´s application.
• Daily meetings with customer in order to review all the incidents and provide feedback.
• Receive and manage tickets using Jira service desk software, always meeting the service level agreements.

Envigado, Antioquia, Colombia

• Jalasoft – Contractor for Pros
• Perform analysis, troubleshooting and testing on customer’s application.
• Customize software in order to perform according to customer’s needs
• Work with Sql Management studio, create and analyze queries in order to solve issues with customer´s application.
• Align with client's requirements from USA and other countries with system enhancements design to improve the overall online experience (Daily Scrums).
• Receive and manage tickets using Jira service desk software, always meeting service level agreements.

Cali, Valle Del Cauca, Colombia

• Manage Mcafee console Epo.
• Create second level tickets and feedback in English to Smurfit Kappa GMCC support in Ireland.
• Administration on Topdesk helpdesk platform.
• Troubleshooting complex issues with guidance from Smurfit Kappa GMCC support.
• Tech support for internal users, also provide support in English for international locations.
• Handle CRM platform for ticket creation.

Colombia

• Monitor critical process from applications located on Windows and Linux servers, for many airlines located around the world, customers on PROS Company.
• Monitor critical services using Zabbix and Pagerduty platform in order to ensure the correct operation and availability of the customer’s servers.
• Resolution of tickets using the platform ITinvolve where all the customers’ requirements were registered.
• Support in English, conferences with customers in order to provide feedback about their requirements.

Colombia

• Outsourcing for Productos YUPI SAS.
• Tech support for internal users and remote locations on the company
• Administration of active directory, user accounts, file server management, mail server management and outlook client configuration.
• Provide technical support in various projects.

Cloud Computing For Big Data, Information Technology

Associate'S Degree, Computer Science

High School Diploma