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Jose Ruiloba

Panama City, Panamá, Panama

Network & Service Operations Engineer with 10+ years in IT support and service management

  • Provided multi-level support (N1, N2) across various organizations including KIO Networks and Brink's Inc.
  • Supported global server monitoring and incident management for clients in Central America and worldwide
  • Handled security and operational support tasks at Hewlett Packard Enterprise, including audits and support requests
IT Service Management
Advanced
Applied ITIL and internal protocols to oversee service delivery and incident management.
Server and Network Monitoring
Advanced
Monitored and supported various servers, applications, and communication links across organizations.
Technical Support
Expert
Provided troubleshooting and issue resolution for hardware, software, and network systems across multiple roles.
Security Support & Compliance
Intermediate
Handled security requests related to mainframe and AS400, including audits and special projects.
Customer Service & Technical Assistance
Intermediate
Delivered technical and customer support for appliances, hardware, and software, supporting diverse customer needs.
Jul 2014 - Present
Freelance
Nov 2016 - Oct 2017
Network Operations Center Engineer
Brink’s Inc
Provide N2 support to the different company branches, delivering multiple types of reports., Monitoring of different services required for the branches activity and communication, globally, following the IT Service management protocols and internal guidelines.
Mar 2016 - Jun 2016
Operation Analyst / O. S. Engineer – AIX/Linux/Mainframe
KIO Networks
Provide N2 support, delivery of reports., Monitoring of different clients servers around Central America., Account analysis involving the support and client requirements, elaboration of Risk Analysis Process (RAP) Process., Account coordinator of Mainframe Support., IT Service management.
Aug 2015 - Feb 2016
Service Desk Analyst / NOC Engineer
KIO Networks
Provide N1 support, delivery of reports., Monitoring of applications, servers and web service links., Process improvement/compliance., Incident management.
Oct 2014 - Dec 2014
IT Helpdesk Analyst
Affinity_Global
Provide internal support to hardware and software, updates and assistance to any technical inquiry in the company.
Jul 2010 - Jul 2014
ITO Service Delivery Consultant II - Security
Hewlett Packard Enterprise
Request management and support of Mainframe and AS400 security related issues., Providing additional support in different tasks as: audits, special request and projects.
Sep 2009 - Jul 2010
ITO Service Delivery Consultant I - Operations
Hewlett Packard Enterprise
Verify the status of multiple servers around the world, providing support and immediate problem resolution related to the operation branch.
Jul 2008 - Aug 2009
Digital Appliances / Digital Media and Display Specialist
LG Electronics
Provide phone support to customers with problems with their appliances, troubleshooting and setting up of repair services.
Sep 2006 - Sep 2008
GOLD (Pro Support) Technical Support Specialist
Dell
Provide remote support to customers with a Gold (Pro Support) support warranty, executing different types of support following the warranty layers including the seamless support for the resolution of specific issues, investigating the possible causes or reasons of the issue., Handling of technical escalations, for this project I provided support in sensitive situations representing the department covering the regions of Latin America and Caribbean.
Jul 2004 - Sep 2006
Core L1 Technical Specialist
Dell
Provide technical support to customers over the phone, solving computer issues following the guidelines of the company., Coverage of internal group tasks as the generation of different attendance reports.
🎓
Universidad de Panamá
Bachelor in Humanities
Completed 2021
🎓
Universidad de Panamá
Bachelor in Economics
Completed 2003
🎓
Saint Vincent of Paul
Bachelor in Bilingual Commerce
Completed 1999

Customer Service Agent

With more than 12 years of experience across various fields, including planning, customer service, data entry, collections, graphic design, translation, and sales, I believe I am well-equipped to contribute effectively to your team. I am bilingual, fluent in both English and Spanish (native), which allows me to navigate diverse work environments and communication needs.nnThroughout my career, I have developed a broad range of practical skills that align with the requirements of this role.

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