Marcelo Zapata Email and Phone Number

Leading Technology for Telecommunications and Internet ProvidersCurrently leading and managing technical projects with Caribbean-based companies.• Strategic Leadership & Efficiency: Oversee operational and support functions to enhance performance, efficiency, and workflow.• Cross-Functional Team Management: Coordinate teams in cybersecurity, data science, web development, and administration for seamless project execution.• Project Oversight: Direct the implementation of complex projects in cybersecurity, risk management, and business administration.• Technology Integration: Strengthen technology leadership through advanced solutions and practices.• Custom Solutions & Partnerships: Collaborate with ISPManager Software to tailor solutions for ISPs and telecommunication companies, improving service capabilities.• Server & Network Configuration: Configure servers for ISPManager software and deploy MikroTik devices to ensure connectivity with Optical Line Terminals (OLTs).• Web & Security Enhancements: Lead the redesign of web platforms and implement biometric access control systems to boost security.

Active Directory L3 Engineer• Provided efficient support in Windows Active Directory, ensuring seamless user management and systemoperations• Resolved around 2-3 authentication, GPO, and Windows issues daily, resulting in a 30% decrease in userdowntime and improved productivity• Collaborated on resolving complex incidents and creating detailed documentation, enhancing teamefficiency and knowledge sharing• Analyzed and resolved 2-3 Active Directory technical issues daily, resulting in a 25% decrease in systemdowntime and improved user productivity• Resolved 70% of escalated Active Directory engineering issues, improving system uptime and reducingdowntime impact on business operations• Assisted the Developer team during monthly updates, ensuring smooth implementation and minimizingsystem disruptions• Contributed to the knowledge Base by creating and updating technical documentation, improving resourceaccessibility and support efficiency.• Diagnosed and resolved escalated problems related SP500,Premier and Handover cases daily.• Enhanced the security of the AD environments by implementing best practices and security recomendations to costumers resulting.• Perform regular backups and test recovery procedures to ensure data integrity and availability on my personal LAB.• Participated in around 3 migrations, and 3 KB upgrades monthly, ensuring a smooth transition and minimaldisruption to users, improving overall system stability and performance. Sometimes to grab logs for study and share with Dev team.

Currently working for a Cloud Hosting Infrastructure owning dedicated tasks as follows:• Manage the virtual environments, including OS and virtual networking. Configure the virtual environments for individual projects on a day-to-day basis using templates and administration services. Ensure connectivity for the users. Ensure security and safety.• Actively participate coordinating any setup activities with the local IT team.• Active Directory resources management for 3rd party connections.• Perform system installations for Emerson’s DeltaV software and hardware, powering-up and testing of these installations. Keep DeltaV firmware up to date according to project needs, knowledge base articles and Emerson recommendations.• Conduct an active performance monitoring of the hosts and clusters through VROPS.• Support the end users / front offices with connectivity issues, and with the internal testing and factory acceptance testing global projects.• In charge of morning handover process. • Responsible for keeping all Emerson’s DeltaV equipment current for new releases and hot fixes.• Manage the RVO2 engineering platform according to the existing guidelines, policies and procedures.• Deploy configuration and setup for host cluster and VM into the Data Center Infrastructure.

• Among of the duties associated with this job was to backup and restore of virtual machines.• Set up the configuration of virtual machine settings• Troubleshoot High availability virtual machines• Troubleshoot Hyper-V Replica (HVR)• Responsible for the installation and configuration of Hyper-V• Perform and troubleshoot migrations operations• Handle snapshots, checkpoints, and differencing disks• Storage configuration• Overview Virtual machine creation, Virtual machine state & Virtual network configuration • Cluster service fails to start• Root cause analysis of an unexpected failover

• Subcontracted by HP account as IT management • Providing support, including procedural documentation and relevant reports.• Edit Windows registry as part of troubleshoot.• Mapping printers, hard disk drives, shared folders. • Monitoring and maintaining computer operative systems and networks.• Troubleshooting system and network problems and diagnosing and solving hardware or software faults.• Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues.• Installing and configuring computer hardware operating systems and applications• Advising parts replacing as required.

• Subcontracted for Pfizer Division: • Active Directory Support, unlock accounts and update passwords. • VPN Token Support. • Microsoft Office apps.• Installing of local printers and network printers.• Mapping printers, hard disk drives, shared folders.• Pfizer applications for internal help desk.• Executive Support Assistance to highly management teams.

• Diagnose and repair of software (basic support for Office applications).• Full support to Windows, drivers, install applications, OS upgrades, virus removal, back up and later restore of information, solve performance problems) and networking problems (security, set up new connections, router and modem problems, drivers.• Set up of home networks including wireless printers, home groups) • Diagnostic of hardware problems and set up repair. • All the support assistance is provided over the phone, assisted with remote connection tools, to US and Canadian customers.• Problem analysis, use of judgment and ability to solve problems efficiently.

• Fix multiplatform hardware issues.• Troubleshoot complex software, hardware, networking and printing issues.• Implementing system clean ups and hardware support on storage.• Custom software installation.• Resolve systems issues in a timely and professional manner.• Provide excellent customer service.• Terminal windows Unix troubleshooting.