Steven Alvarez Email and Phone Number

Provided monitoring support for the Greater Orlando Aviation Authority IT Operations Center.Daily remote support to the employees daily operations in a Windows 10/7 environment using Symantec PC Anywhere, supporting MS Office 2013.Used SolarWinds monitoring for the IT infrastructure in a 24/7 work environment.Monitored and manages iOS devices utilizing VMware AirWatch.Documentation and management of IT incidents and requests using ServiceNowActive Directory accounts management.Windows Server management and updates using VMware vCenter 6UPS management using Struxure Ware Data Center to monitor, troubleshoot and report issues with UPSs located in all communications rooms in the airport. A total of 255 devices being managed.

Provide support for all JetBlue hardware/applications including telephony and mobile devices.PC, laptop image deployments using MS SCCM 2012, troubleshooting with Windows 10/8.1/7 and MS Office 2013.Asset Management.Provide onsite and remote support to Crew MembersLevel 2 and 3 for Customer SupportGive guidance, feedback, and technical expertise to CTS Support teams members.In charge of coordination of resolution for incidents/requests from beginning to end with internal and external resources.Locally monitors and supports systems at the SJU, PUJ, LRM, STX, STT, BQN, PSE, SXM, MEX, CUN, BOG, MDE airport sites.Maintains and supports user accessFacilitate software package rollouts and maintenanceCollaborate with all IT disciplines Work hard on first call resolution on incidents affecting the Crew MembersSupport non-IT teams on projects including Moves/Adds/ChangesMaintain documentation of requests per JetBlue standardsKeep updates on knowledge base documentation with most relevant information for the sites.Respond to major incidents and outages at the sites.iOS and Android devices and apps support for Pilots and In-flights in accordance with FAA requirements using VMware AirWatch.Other duties as assigned

Daily customer support in Windows 7/Vista/XP, smart phones and tablets support, MS Office 2007 and 2010 suites.Documentation of all incidents, requests and problems submitted by the customers in Remedy ticket system.VIP Support to customers via phones, remote access tools provided by the company.Troubleshooting of WAN/LAN issues affecting the users.Server support in a Windows 2000/2003/2008 environment by troubleshooting hardware and software issues.Daily use of ITIL procedures to support the operation of the enterprise.Client/server troubleshooting, image build and technical support.Support customers with their iOS devices in the corporate environment.

Daily technical support to users working in a MS Windows Vista and MS Office environment in the pharmaceutical industry.Windows Server 2003 Management and maintenance in charge of 64 servers.Managed Data center and Communication room enhancement projects.Coordinate installations and supervise the IBM TSM solution. Analyze SLA Metrics to ensure compliance with the customer’s expectations. Worked with Business Objects Remedy Incident Management System to document all issues in accordance to ITIL standards. Responsible for the tape backup operations using Legato Networker and Symantec VERITAS.Managed the customer's tapes inventory by following IBM's Standard Operations Procedures. Participated in various maintenance and upgrade tasks involving SAP Servers and EMC Data Storage equipment using the proper Change Control procedures to maintain proper documentation on all changes taking place in the environment. Responsible for the identification, troubleshooting and reporting of LAN and WAN problems. Pinpointing were the problem may reside and reporting it for the proper documentation and repair. Active Directory administration.Desk side Support Team Leader.

Support daily operations in network of 800 users in support levels 1 and 2. Desk side Support in Windows 2000/XP/Vista/7, Mac OS X, Ubuntu Linux and MS Office Suite environments to the users.Actively working in the improvement of the Video Conference and the Conference Rooms infrastructure, creating instructions manuals and Service Levels Agreements. In the video conference rooms is where all Board of Directors, planning, and corporate meetings with the company’s directors take place. A total of 14 rooms are used for trainings and meetings with about 30-40 meetings taking place every week. Continuously assist the second level support hand-to-hand in the troubleshooting and implementation of solutions in applications and the WAN network environment.Performed back up rotations in both company’s sites to assure data availability at all times.Worked with more than 7 vendors and contractors, and managed business relationship with each.

Built an image server following previously documented procedures which is the one used to build each PC image in the PRNG a total of 900 clients were migrated.Accomplishments:Participated in the migration from Windows NT environment to Windows Server 2003 performed in 72 hours.