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

Applied ITIL and internal protocols to oversee service delivery and incident management.

Monitored and supported various servers, applications, and communication links across organizations.

Provided troubleshooting and issue resolution for hardware, software, and network systems across multiple roles.

Handled security requests related to mainframe and AS400, including audits and special projects.

Delivered technical and customer support for appliances, hardware, and software, supporting diverse customer needs.

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.

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.

Provide N1 support, delivery of reports., Monitoring of applications, servers and web service links., Process improvement/compliance., Incident management.

Provide internal support to hardware and software, updates and assistance to any technical inquiry in the company.

Request management and support of Mainframe and AS400 security related issues., Providing additional support in different tasks as: audits, special request and projects.

Verify the status of multiple servers around the world, providing support and immediate problem resolution related to the operation branch.

Provide phone support to customers with problems with their appliances, troubleshooting and setting up of repair services.

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.

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.