Andres Monroy Email & Phone Number

Madrid, CO

Colombia

• Provided remote support to the bank team.
• Resolve at the first instant application issues for 200+ staff members.
• Support remotely and resolve issues with Citrix access and other bank application issues.
• Handle more than 100 calls per month with a resolution rate of approx. 95% or more.
• Monitoring the platforms and informing them to realize and update the VDI was necessary.
• Scaling the issues with the VDI to fix them according to the matrix scalation.

Sabaneta, Antioquia, Colombia

Medellín, Antioquia, Colombia

• Provided remote support to the medical team and staff team.
• Resolve at the first instant application issues for 100+ staff members and contractors.
• Support remotely and resolve issues with Citrix access and other medical application issues.
• Handle more than 100 calls per week with a resolution rate of approx. 75% or more.

Medellín, Antioquia, Colombia

• Provided technical support and management to end users. Implemented the FOG server to deploy an image of the workstation corresponding to the operation.
• Administer all aspects of the active directory and organization.
• Administer, maintain, create, and manage end-user accounts.
• Administer Windows servers (NICE Server, DA), and check the correct backup and operationality.
• Conduct troubleshooting to resolve IT-related and application issues for 100+ agents.
• Support with Avaya application, pages, and basic applications in the workstation agents

Bogota, D.C., Capital District, Colombia

• Provided technical support and management to end users and remote sites, analyzing, diagnosing, resolving, and escalating via mail, helpdesk system, telephone, and remote support tools. Managed servers, backups.
• Creation of queries into SQL server to create reports, search and update information into ERP according to the issues or requests.
• Administer Microsoft 365 platform, Active Directory and GPO, Antivirus Cloud, and Adobe Cloud, creating, updating, and disabling the users according to the requirements.
• Coordinated the licenses for software like Office, Creative Cloud, Maya, and more.
• Operated the networking infrastructure for Switch, Access Point, and firewall, MPLS, and VLAN access in the different sites.
• Optimized the telephonic software communication organization groups of calls and new users.

Bogota, D.C., Capital District, Colombia

• Provided technical support and management to end users and remote users. Managed tickets platform, inventory, and workstations.
• Install software to take polls with tablets for 100+ users.
• Configure computers and software for call center users.
• Check internet connection between users and applications in different parts of the country.
• Manage the antivirus platform.
• Remote and on-site support for 100+ users.

Bogota, D.C., Capital District, Colombia

• Provided technical support at a 2nd level to the technicians. Negotiation and delivery of new elements and connections at remote sites. Analyzed the bills and approved them according to the presuppose. Keeping an.
• Negotiate with suppliers for the acquisition of new hardware, computers, and IT elements.
• Billing review and organizing budget within the supported cost of operation.
• Organize schedules for technicians in different points of the city.
• Manage telecommunications in 20+ points of operation, check their correct functionality, repair the offline services with suppliers and check the ANS.
• Manage software licenses for different points of operation and administrative areas.

Bogota, D.C., Capital District, Colombia

• Reception and consultation of cases.
• Remote access and troubleshooting.
• Configuration of printers, E-mails and verification of ip phones.
• Restoration of Internet service and applications.
• Creation, update and deletion of email accounts in Active Directory.

Bogota, D.C., Capital District, Colombia

Maintenance of Computers (Hardware and Software) both in stores and offices and solutions through intranet and remote applications.