NOC Incident Analyst Team Leader (Hybrid)
Gold Data Telecommunication-Panamá, Provincia de Panamá
June 2018 to August 2024
Manage and resolve customer service requests at the first and second support tiers, utilizing ourticket management system to diagnose reported issues and facilitate effective solutions or appropriateescalations.Key improvements made:
- Attend, diagnose, solve and/or channel was streamlined to more common and professional phraseslike address and resolve, diagnosing and resolving, or manage and resolve.
- Specific requirements that customers may have was simplified to customer service inquiries, reportedservice issues, or customer service requests.
- Service provided by the company is implied and removed for conciseness.
- Which are reported through the ticket management system was integrated more smoothly into thesentence structure, often starting with utilizing our ticket management system for a more active voice.
- First and second level of support was maintained as it's a standard professional term.
- Google cloud services, PRTG Install/Uninstall app, basic administration. Created topologies, add/delete/remove sensors and new clients.Proficient in utilizing [Google cloud services basic app support] [ [ PRTG & SolarWinds ] ], [ [ TerminalEmulators ] ] and [ [ SecureCRT ] ] for network monitoring and system administration.
AS400 Operator (Hybrid)
Hewlett Packard Enterprise-Panamá, Provincia de Panamá
September 2011 to April 2015
Responsible for the vigilant monitoring of AS/400 systems, services, and associated platforms toensure operational integrity. Provided frontline support and executed critical tasks within productionenvironments. Performed comprehensive detection, detailed reporting, and persistent monitoring ofhardware and communication infrastructure failures to facilitate prompt resolution.Key responsibilities included:
- System Administration: Performing routine system checks, managing user profiles and securitysettings, configuring system parameters, and monitoring system health.
- Operations Management: Overseeing daily operations, including job scheduling, batch processing,report generation, and system backups and recovery procedures.
- Troubleshooting and Support: Diagnosing and resolving system-related issues, providing technicalsupport to end-users, and collaborating with development teams on application-specific problems.
- Software and Hardware Maintenance: Applying system updates, patches, and fixes, and coordinatingwith vendors for hardware maintenance and upgrades.
Technical Support
Dell Technologies-Panamá, Provincia de Panamá
June 2003 to June 2007
Provided comprehensive technical support for Dell customer products, including the Latitude, Inspiron,OptiPlex, and Dimension series, as well as Dell printer support. Demonstrated expertise in diagnosingand resolving complex technical service issues while delivering exceptional customer assistance.
- Recognized with awards for delivering exceptional customer experiences during the year-end period.
- Diagnosing and Resolving Technical Issues: Identifying, troubleshooting, and resolving hardware,software, and network-related issues for Dell products, including desktops, laptops, servers, peripherals,and enterprise solutions. This often involves remote diagnostics, guided troubleshooting, and theapplication of diagnostic tools.
