Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Hi, I’m

JAIME RIVERA

Telecommunications Engineer
Bogotá,DC
JAIME RIVERA

Summary

Telecommunication Engineer with a master degree in information security, with more than 6 years of experience in IT Positions. Leading IT projects about IT infrastructure, Internet circuits, Laptop Refresh, physical servers, etc... Big capacity to face situations under pressure. Ability to work as a team and take the correct decision. Knowledge and experience in IT Infrastructure and part of different projects about migration to Microsoft Azure, Office 365 Migration, Vmware, Amazon, Avaya.

Innovative Help Desk Analyst experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance to workstations. Personable communicator while assisting with technical issues and training.


Growing and learning day by day about IT area, due to this area evolves to biggest step with this new digitalization and technological revolution.

Overview

8
years of professional experience
8
years of post-secondary education
1
Certification

Work History

Fiserv
Bogota, Bogota

Help Desk Analyst
06.2018 - Current

Job overview


  • Coached and trained end-users on functions, features and basic troubleshooting of software such as [Software] and [Hardware].
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Logged support tickets and closed when issues were resolved.
  • Resolved technical issues by troubleshooting.
  • Attend and resolve different incidents and request on based on ITIL Practices.
  • Leadership in IT projects about migrations to cloud, Connectivity to the clients, Laptop Refresh, Security projects and Internal Projects.
  • Installation and configuration of Virtual Machines.
  • Vmware Administrator: Create different virtual machines and Install servers with services to provide the organization.
  • Backup tool Administrator .
  • Create accounts in active directory, RSA vpn platform.
  • Negotiation with vendors about Internet Circuits, Assetments as laptops, servers, swithcs, routers etc..
  • Avaya Administrator, create and remove extensions
  • Provided preventive maintenance for servers, storage equipment and software.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Communicated status updates to affected parties when issues arose.
  • Resolved issues related to operational components for LAN, WAN and voice systems.
  • Coordinated across bank to facilitate information technology governance, manage risk and assure compliance.
  • Server Administration: Active Directory, Sap Business One, Printer Server, File Server.

Tecni Personal
Bogota, Bogota

Support Engineer
07.2017 - 04.2018

Job overview

  • Patched software and installed new versions to eliminate security problems and protect data.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Configured hardware, devices and software to set up work stations for employees.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Updated hardware and software platforms by implementing automation and efficiency improvements.
  • Completed proactive maintenance and repair actions to keep equipment operating at peak levels.
  • Firewall administrator: Provisioning firewalls, based on consultation with customer
  • Providing on-going support
  • Troubleshooting firewall infrastructure problems
  • Creation of Nat Rules
  • Mcafee Console Administrator.
  • Troubleshooting firewall related problems as reported by customers
  • Vmware Administrator: Create different virtual machines and Install servers with services to provide in the organization.
  • Installation and configuration of virtual machines
  • Backup tool Administrator.
  • Azure Administrator
  • Administrator of different Servers as such as: Print Server, Active Directory Server, UNOEE (Server ) ERP.
  • Remote Support to end user.

PCSS
Bogota, Bogota

Support Agent
05.2016 - 07.2017

Job overview

  • Monitored systems in operation and input commands to troubleshoot areas.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Configured hardware, devices and software to set up work stations for employees.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Resolve incidents and request according to ITIL Practices
  • Installation of Windows 10 operating system updates, Drivers verification.
  • Attending and managing incidents according to the SLA that was previously classified by Level 1 support.
  • Attention of services generated in the Aranda tool to attend VIP users.
  • Attend to service requirements previously escalated through the proactivanet tool.
  • Installation and configuration of equipment with the respective applications of the organization such as java, seven, cisco jabber, office 365, intranet, printers, scanner,
  • Escalation of major cases to level II through the proactivanet tool.
  • CISCO Video Conferencing Support.
  • DELL computer warranty management and case scheduling with vendor.
  • Case documentation through the Proactivanet incident management tool.

Comware S.A
BOGOTA, BOGOTA

Support Agent
09.2015 - 01.2016

Job overview

  • Resolved incidents and request according to ITIL Practices
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Attention of services generated in the Aranda tool to serve VIP users
  • Escalate cases to Level III support, return to the help desk to escalate to the corresponding guarantee.
  • Email configuration (Exchange).
  • Escalation of cases to their respective specialist in case Level II support is not able to solve said requirements and incidents.
  • Case documentation through the Aranda management tool
  • Attend and manage requirements according to their corresponding ANS through the Aranda tool
  • Attention to guarantees of computers and corresponding printers in the project.


GT Group S.A.S
Bogota, Bogota

Support Agent
10.2013 - 06.2015

Job overview

  • Analyzed [Type] issues to identify troubleshooting methods needed for quick remediation.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Performed maintenance tasks on PCs, networks and mobile devices.
  • Configured systems according to prescribed software and hardware frameworks.
  • Set up PCs, projectors, and microphones for use in video conferencing rooms.
  • Escalate cases to Level III support, return to the help desk so that they escalate to the corresponding guarantee.
  • Email configuration.
  • Escalation of cases to their respective specialist in case Level II support is not able to solve said requirements and incidents.
  • Case documentation through the Aranda management tool
  • Attend and manage requirements according to their corresponding ANS through the Aranda tool.
  • Hardware maintenance (preventive cleaning with blower and general cleaning and corrective changes of ram memory hard drives power supplies among others,
  • Install and join machines to the domain, configuration of profiles as required by the user,
  • Transfer of positions verifying that the equipment is on the network necessary for the user to work and that the applications themselves work.

Education

Politecnico Gran Colombiano
Bogota

M.D. from Information Security
01.2020 - 08.2021

University Overview

Unipanamericana
Bogota

Engineer of Telecommunications
01.2014 - 12.2019

University Overview

Skills

[Language] fluency

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Certification

ITIL® Foundation v4

Additional Information

Additional Information

·

Courses


  • NETEC

ARCHITECTING ON AWS


  • NDG 2016

Linux Unhatched (Linux Básico)

  • ARANDA E LEARNING 2015

Certificación Aranda Service Desk V 8.0

Certificación Aranda Asset Management V8.0

Certificación Aranda Self Service V 8.0

Certificación Aranda 360 End Point Security

Certificación Aranda Software Delivery V8.0

Certificación Aranda Software MetrixV 8.0

Certificación Aranda CMDB V8.0


  • D-LINK 2014

Certificación DBC (BasicCertification)

  • SENA 2013

Tecnólogo en administración de redes de cómputo

  • SENA 2013
  • CCNA Exploration - Aspectos básicos de networking (cisco módulo 1)
  • CNA Exploration-Conceptos y protocolos de enrutamiento(Ciscomodulo2)
  • CCNA Exploration - Acceso a la red WAN (Cisco modulo3)
  • CCNA Exploration - Redes inalámbricas y conmutación LAN (Ciscomodulo4)
  • SENA 2011

Electronica básica

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Timeline

ITIL® Foundation v4

12-2021
Politecnico Gran Colombiano
M.D. from Information Security
01.2020 - 08.2021
Help Desk Analyst
Fiserv
06.2018 - Current
Support Engineer
Tecni Personal
07.2017 - 04.2018
Support Agent
PCSS
05.2016 - 07.2017
Support Agent
Comware S.A
09.2015 - 01.2016
Unipanamericana
Engineer of Telecommunications
01.2014 - 12.2019
Support Agent
GT Group S.A.S
10.2013 - 06.2015

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JAIME RIVERATelecommunications Engineer