Robert C. Email & Phone Number

Buenos Aires Province, Argentina

Argentina

• Provided first-level technical assistance to end-users, efficiently resolving hardware, software, and connectivity-related issues, resulting in a 95% improvement in user satisfaction.• Maintained a detailed and accurate record of all incidents and support requests using ticketing systems, facilitating in-depth analysis of issue patterns and improvement opportunities.• Collaborated closely with other technology teams to resolve complex issues, effectively escalating problems to the appropriate support levels, ensuring quick and accurate resolution.• Participated in the creation and updating of technical documentation, including troubleshooting guides and standard procedures, resulting in an 80% reduction in resolution time and increased user autonomy.• Offered personalized training to new employees on IT tools and procedures, enabling them to smoothly and effectively integrate into the company's technological environment.

• Led the configuration of key services such as Shopify, Google Console, Google Analytics, Facebook, and Instagram on the e-commerce platform.• Supervised and coordinated email management, web browsing, web pages, applets, and scripts, as well as software installation.• Conducted research to apply metadata to websites and register them with search engines.• Successfully led the business model development project for our eCommerce, utilizing agile tools such as Notion and Trello. Additionally, generated and analyzed KPI reports to provide a clear view of operational performance.

Panama

• Oversaw and executed solutions for the management and resolution of issues in LAN and WAN networks, workstations, and peripheral equipment.• Coordinated the implementation of essential services such as Domain, Active Directory, File Sharing, Printers, DHCP, DNS, GPO, WSUS, VPN, VLAN, and VOIP.• Successfully managed the acquisition and configuration of billing software, achieving a 90% reduction in errors.• Led the installation of computer hardware and software, as well as operating systems and network software.• Established strong relationships with suppliers, optimizing costs by 15%.• Provided expert-level support to end-users, especially on computer devices.• Implemented Windows 7 with a custom XP Mode virtual machine to run old legacy applications on Hyper-V, VMware and VirtualBox.

Panama

• Hired and trained a team of 16 employees in various areas, ensuring they were well-prepared for their roles and responsibilities.• Planned and managed purchases of supplies, equipment, and spare parts, ensuring timely and accurate deliveries to the organization.• Generated requisition orders to efficiently replenish inventory, ensuring that orders were precise and resulted in the best possible profit.• Compiled inventory reports regularly to provide an accurate view of stock levels and to identify potential issues before they turned into failures.

Caracas, Venezuela

• Directed and supervised a technical team of 12 members, ensuring cohesion and goal achievement.• Planned and managed purchases of supplies, equipment, and spare parts, ensuring timely and accurate deliveries to the organization.• IT policies development, procedures definitions and best practices assurance• Built and maintained vendor relationships to manage equipment, license, and software purchases• Supervised help center and software department• Provided vision and leadership in the development and implementation of communication technologies and security of data• Developed department goals such as the network interconnection of the 24 stores nationwide that existed at this time using technology like Frame Relay and VPN• Meet with clients to discuss system requirements, specifications, costs, and timelines• Developed policies, procedures, and contingency plans to avoid security breaches• Developed and implement policies and procedures throughout the software development life cycle• Provided vision and leadership in the development and implementation of communication technologies, getting up to 80% savings on telephone bills.

• Developed and implement policies and procedures to manage IT department inventory• Maintained, troubleshoot, and administer the use of local area networks (LANs), wide area networks (WANs), mainframe networks and computer workstations and peripheral equipment• Managed the mail platform. (Creation, modification, quotes, elimination of accounts) Lotus Notes• Planned, implemented, and maintained IT systems and operations• Configured domain controllers, DHCP, DNS, GPMC, GPO, WSUS (Windows Server 2003 -2012, Microsoft Office),• Installed and setting up the other services such as Proxy servers, Ip Telephone, Asterisk Voip, Iptables, LVM, LDAP on server GNU/Linux (Debian, Ubuntu, Centos)• Created a procedure to backups information from the headquarters servers, based on the grandfather-Father-Son scheme (data backups and disaster recovery operations).• Enforce network security policies on device Fortinet 60 (Firewall, Rules IPS)• Implemented data, software and hardware security procedures

• Managed network equipment (Access Points, Switches, Routers)• Installed and configurated servers, computers (DHCP, Domain Controllers, ISA SERVER, DNS)• Controlled Active Directory-based resource• Configurated, installed and maintained computer equipment and printers.

Configured installed, and maintenance of computer equipment.• Repaired software and hardware failures.• Printer configuration.• Managed routers and cisco switches.• Structured cabling.• Maintenance of router and cisco switches, recovery of password or passwords, installation of IOS (Cisco Operating Systems).• Structured cabling.