Edward Ustariz
Computer Specialist Technician
Villanueva
Summary
Support Engineer offering 10+ years of experience in network planning and implementation. Confident and knowledgeable about multimedia systems, data storage and encryption devices. Create support documentation and training that supports the knowledge base of employees. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
On-Premise Infrastructure Consultant
Group IT Support and Discloud
Barranquilla
03.2022 - Current
- Attained efficiencies through implementation of paperless document approval system and new automated sales-to-delivery and order processing system.
- Developed network test and validation processes to maintain alignment with solution design.
- Checked rigorous application of information security policies, principles and practices for continuous delivery of network services.
- Maintained company servers, computers, printers, cables and other equipment.
- Protected forensic value of data and established monitoring and incident reporting and response procedures.
- Developed and wrote recommendations for departmental policies, procedures, technical standards and guidelines.
- Collaborated with engineering to report issues, manage project deliverables and provide status reports.
- Researched and recommended new technologies and strategies for improving system performance.
- Monitored networks and network devices to resolve technical problems quickly.
Senior Technical Support Analyst
Arus S.A
Medellin
09.2021 - 03.2022
- Patched software and installed new versions to eliminate security problems and protect data.
- Researched and identified solutions to technical problems.
- Assisted in development of system security protocols.
- Generated reports to track performance and analyze trends.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Installed and configured server and workstation hardware, OS and custom applications.
- Supported end-user networks in Microsoft environment incorporating Microsoft Server and Workstation practices.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
Access Management | Arus S.A - Cerrejon Contract
Arus S.A
Medellin
09.2019 - 09.2021
- Verified submitted documents for completeness and compliance with company policies, addressing discrepancies and collaborating to troubleshoot where necessary.
- Worked with internal and external parties to maximize value of assigned contracts in company portfolio.
- Developed and followed processes to manage contracts and remain in compliance with company commitments and regulatory obligations.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Recommended operational improvements based on application data tracking and analysis.
- Resolved customer complaints using established follow-up procedures.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
Help Desk Service Support
Arus S.A
Medellin
05.2019 - 09.2019
- Provided basic end-user troubleshooting and desktop support.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided customer support and technical support to 100/1000+ customers daily.
- Used ticketing systems to manage and process support actions and requests.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Assisted with updating technical support best practices for use by team.
- Provided customer support and technical support to +30 customers daily.
Senior System Analyst
SVF Consulting Representaciones C.A
Caracas - DC
11.2003 - 10.2017
- Created all troubleshooting documentation and distributed it to team members and key stakeholders.
- Identified areas that could be improved through specific processes and addition of new software.
- Utilized different methods to troubleshoot software and hardware issues.
- Escalated project-related issues quickly to help rectify problems and avoid delays.
- Introduced automated testing protocols, shortening software validation timeframes 20%.
- Re-engineered existing computer systems to promote ease-of-use and improve system security.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Contributed to development, administration and testing of disaster recovery plans.
- Diagnosed and resolved hardware and software issues.
Education
ITIL4 Foundation - IT Service Management Certifi - IT Service Management
ITILv4 Fundamental
Colombia 07.2022 - 07.2023
LPL Windows Server 2016 + Azure - Microsoft IT Specialist
LPL Windows Server 2016 + Azure
LOURTEC 06.2020 - 10.2020
MCSE: Microsoft Certified Systems Engineer - Microsoft Systems Engineer
LOURTEC
Caracas - Venexuela 11.2007 - 07.2008
Computer System Administration
IUTRILA
Caracas - Venezuela 01.2001 - 08.2004
Skills
Security architecture and technologies
undefinedAccomplishments
- Achieved 100% by completing Windows Server vulnerability mitigation with accuracy and efficiency.
- Documented and resolved secondary domain controller migration from WS2012r2 to WS2019 leading to connecting and synchronizing with primary AD
- An 80% reduction in theft from the parts warehouse was achieved through the introduction of a 12-camera IP surveillance system
- Collaborated with the team of 3 in the development and execution of a systems integration project between the company Olympia Power System (Mexico) and SVF Consulting (Venezuela).
Timeline
ITIL4 Foundation - IT Service Management Certifi - IT Service Management
ITILv4 Fundamental
07.2022 - 07.2023
On-Premise Infrastructure Consultant
Group IT Support and Discloud
03.2022 - Current
Senior Technical Support Analyst
Arus S.A
09.2021 - 03.2022
LPL Windows Server 2016 + Azure - Microsoft IT Specialist
LPL Windows Server 2016 + Azure
06.2020 - 10.2020
Access Management | Arus S.A - Cerrejon Contract
Arus S.A
09.2019 - 09.2021
Help Desk Service Support
Arus S.A
05.2019 - 09.2019
MCSE: Microsoft Certified Systems Engineer - Microsoft Systems Engineer
LOURTEC
11.2007 - 07.2008
Senior System Analyst
SVF Consulting Representaciones C.A
11.2003 - 10.2017
Computer System Administration
IUTRILA
01.2001 - 08.2004
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