KOCH KGS / Business System Analyst
SEPTEMBER 2024 – JANUARY 2025, Guadalajara, Jalisco
- Gather and analyze business requirements by interviewing customer on their needs.
- Document the gathered requirements and analyze the feasibility of the customer requirements.
- Designing and documenting solutions to provide to the customer.
- Translate business requirements into technical specifications that engineers can understand and use to build the system to the customer needs.
- Work closely with cross-functional teams to ensure that the system meets business needs and is delivered on time.
- ServiceNow operations from creating and reporting on timelines.
- Reporting and analyzing backload and continuous contact with customer regarding updates and implementations.
•Assisting with Cyberark, Sailpoint, and PingOne solutions.
HelpWare-Cyberark / Enterprise Support Engineer (L2)
MARCH 2023 - APRIL 2024, Guadalajara, Jalisco
- Managed Privileged Access Management (PAM) and Privileged Session
Management (PSM).
- Assisted CyberArk customers with the PAM solutions to secure privileged accounts.
- Implemented and maintained privileged access controls, ensuring adherence to security policies and compliance requirements.
- Provided incident and ticket resolution for authentication-related issues, ensuring seamless user access and security.
- Tested and reported bugs relating to patch and version upgrades to enhance privileged access management. Worked with customers to deploy workarounds as needed.
- Assisted customers with automation scripts to streamline PAM operations.
- Delivered training and support to users and administrators on PAM best practices and CyberArk functionalities.
- Deployed and managed CyberArk solutions for on-premises and cloud environments.
USAGUI / General Manager
2019 - FEBRUARY 2023, GUADALAJARA, JALISCO
- Managed daily business operations for the family restaurant business (3 locations),
including human resources, vendors and budgeting.
- Oversaw logistics and coordination with suppliers and vendors.
- Conducted market research and site analysis for potential new business locations.
- Coordinated training of new hires, employees and managers.
- Ensured high customer satisfaction by addressing shortfalls and implementing improvements based on customer surveys.
- Personally, developed a POS platform for the restaurants in C#. Saving the restaurant development costs by doing all the work in house.
IBM - SoftLayer / Customer Support Technician
APRIL 2017 - FEBRUARY 2019, JAPAN
- Provided comprehensive support for IBM Cloud Services, including troubleshooting network and software issues across various operating systems and software.
- Assisted with the configuration and optimization of system networks, diagnosing and resolving performance issues to ensure seamless operations.
- Delivered exceptional customer service through IMS (Salesforce) ticketing systems,
chat and phone support in both Japanese and English.
- Reviewed and followed up on daily customer tickets, ensuring timely and effective resolution of issues and maintaining high customer satisfaction.
- Conducted network analysis and diagnostics, providing expert assistance in configuring network storage for servers and virtual servers.
- Configured backup software, performing verification to ensure data integrity and reliability.
- Coordinated with vendors to resolve complex technical issues, ensuring minimal disruption to services and maintaining strong vendor relationships.
Softlayer / Server Build Technician Lead
NOVEMBER 2014 - MARCH 2017, JAPAN
- Built and configured servers as part of the Data Center Deployment team.
- Prepared data centers by handling tasks such as racking, cabling, and maintaining servers and networking equipment.
- Trained staff and coordinated SoftLayer to IBM Cloud migration to ensure efficiency.
- Created a comprehensive LMS training platform, incorporating vendor documentation and original training materials to enhance staff training.
- Analyzed weaknesses in existing training procedures and developed a robust training infrastructure for onboarding new staff in the APAC region, which was later deployed globally as part of the Data Center Operations LMS deployment.
- Coordinated with departments across different countries, vendors, and leadership teams to ensure seamless integrations, deployments and operations.
- Played a key role in the company's expansion into South Korea, participating in the Go-Live process and training new onboarding members in the APAC region.
- Engaged in daily interaction with Windows and *nix-based servers, demonstrating extensive knowledge of command line operations, network configuration, and security policie
