Elian Camilo Serrano Duran
Bogotá,DC
Summary
My career includes strategic planning and execution of complex technological projects, which is why, in order to contribute to my professional growth, years later I focused on the area of Desktop Support from level I engineer to becoming a level III specialist engineer, acquiring knowledge of virtualization and administration of platforms such as CITRIX, Stratodesk; Management, operation and implementation of different operating systems such as Windows, ChromeOS, macOS, Linux. Database administration and different cloud-based architectures.
Overview
3
3
years of professional experience
Work History
Information Technology Support Engineer
Teleperformance Colombia
Bogotá D.C
04.2022 - Current
- Troubleshot hardware and software issues related to Chromebooks and Google Workspace .
- Microsoft Tools (O365) and Google Suite.
- Maintained active directory user accounts, groups and security policies (Active Directory, Microsoft Azure services and G-Suite Administrator console).
- Remote Support (Zoom, AnyDesk, Teamviewer).
- Troubleshot hardware and software issues related to Windows systems and servers.
- Management tickets resolutions (Jira, Service Now, Service Desk) and fulfillment of indicators (KPI & SLA).
- VOIP telephony systems Troubleshooting (AVaya, Nice & Genesys).
- Administrating, maintaining and provided technical support and troubleshooting services to users of the database system (MySQL & SQL Server).
- Networking troubleshooting and knowledge in protocols CP/IP, DNS, DHCP, VPN, TCP/IP, IPv4, and Firewalls.
- acquiring knowledge of virtualization and administration of platforms such as CITRIX, Stratodesk; Management.
- Operation and implementation of different operating systems such as Windows, ChromeOS, MacOS, Linux
Information Technology Support Analyst
3Shape
Bogotá D.C
08.2021 - 04.2022
- Troubleshot hardware and software issues related to Microsoft Windows systems.
- Microsoft Tools (O365) Support.
- Remote Support (Zoom, AnyDesk, Teamviewer).
- Management tickets resolutions (Service Now) and fulfillment of indicators (KPI & SLA).
- IT Software support Level II to Dental Systems.
- IT Hardware support Level II to windows machines and Dental Scanners.
- Administrating, maintaining and provided technical support and troubleshooting services to users of the database system (MySQL & SQL Server).
- Networking troubleshooting and knowledge in protocols CP/IP, DNS, DHCP, VPN, TCP/IP, IPv4, and Firewalls.
Education
Bachelor of Science - computer
Jorge Tadeo Lozano University
Bogotá D.C , Colombia01-2026
High School Diploma -
Claretiano El Libertador High School
Bogotá D.C12-2016
Skills
- Microsoft office and Google Suite
- Operative System (Windows, MacOS, Linux, ChromeOS)
- Strategic Communication
- Workload Prioritization
- Desktop Application Support
- Customer Service
- Ability to work as a team member to support projects across industries
- Project Planning
- Leadership
- Information Technology Infrastructure
- Documentation and fulfillment of indicators inside of service request platforms
Timeline
Information Technology Support Engineer
Teleperformance Colombia
04.2022 - Current
Information Technology Support Analyst
3Shape
08.2021 - 04.2022
Bachelor of Science - computer
Jorge Tadeo Lozano University
High School Diploma -
Claretiano El Libertador High School
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