Rodrigo Echeverria Email & Phone Number

Costa Rica

Heredia, Costa Rica

Helpdesk tasks in general:Maintenance of the equipment (laptops, desktops, monitors, phones, printers, UPS/batteries, cabling, furniture configurations) this includes hardware/warranty part replacements, Operative System installations and updates, relocation of personnel to different rooms.Maintenance of the inventory system (keeping it up-to-date, placing the asset tags on all equipment, ordering of new equipment based on requirements by the user/department, retirement of old/damaged equipment, proper disposal of destructible/recyclable items)Phone support for users from other offices in the organization and for the people working from home.I'm also in charge of the door access system for the office.System Admin tasks in general:Active Directory users/groups creation/modification/removal.Exchange accounts maintenance (this includes users and shared mailboxes and distribution groups).Lync accounts maintenance.User maintenance for a variety of internal and third-party applications.Basic access level to Azure and AWS components.Basic access level to Networking equipment (all Cisco based).

Heredia, Costa Rica

IT Admin, general server and infrastructure support.

San Jose, Costa Rica

Provide support to end-users and company employees both local and remote.Implement and maintain company servers, tasks included build-up of OS, configuration, addition of Virtual Servers through VMWare or Hyper-V, installation of additional tools required by the environment (like Office, ThinPrint, drivers, etc.). Also included was the monitoring of the servers via a variety of tools, mainly AppAssure, Kaseya and Orion.Backup/restore operations.Configuration of other devices like Wireless Access Points, Network Printers, VoIP phones, tablets and phones with iOS, Android and BlackBerry, etc.

Heredia, Costa Rica

In charge of giving support to the Frontline Agents on both the Proliant line of servers and the Blades line.Provided support to a variety of Software bundles belonging to the HP Proliant Essentials pack, including: Systems Insight Manager, Rapid Deployment Pack, and others.In charge of providing mentoring/training to the agents. Have developed at least a couple of trainings, helped modify a big one and have trained at least 70% or more agents on the call center.Worked cases for Engineering elevations. Clients would report bugs in software, drivers and/or firmware, odd behavior from components and alike. I would then proceed to attempt reproduction of issue via Lab equipment or client’s own, and relay findings to the Engineering department.Worked escalations from irate/unsatisfied customers seeking additional technical assistance. This includes regular technical calls and also clients that want to pursue server replacement options or big customers that do not wish to deal with regular frontline agents.In charge of the server testing lab, providing maintenance and planning of new deployments on that room. Amongst other Lab related activities I keep a budget for new additions to the Lab to avoid spending more money than what’s available, whilst keeping the equipment as up-to-date and complete as possible for the testing environment the Lab is designed to provide. Additionally, I have been responsible for a very successful migration of Test Labs from two different buildings into a single common one in our new building, which takes into consideration a good deal of different aspects: A/C planning, electricity, security access, the logistics of moving items from one Free Trade Zone to another, etc.

In charge of installation and deployment of new client services.Knowledge in backup procedures for vital Server Data.Design and implementation of new infrastructure needs.Network support for Servers and Users of the network.

Network support for both Servers and users of the network.

Heredia, Costa Rica

Provided telephone support to a variety of other brands, including but not limited to: Toshiba, Intel, Acer Peripherals and others.Mentoring and training for Employees.Monitored incoming calls for Quality purposes.

Heredia, Costa Rica

Provided Telephone support to computer products for the Acer brand.