Nicolas Giusseppy Villalobos

Ingeniero de Soporte en Planta (Tercerizado)

Diciembre 2023 – Presente

• Gestión de entornos Meraki: Configuración, monitoreo y protección de redes empresariales utilizando soluciones Meraki.
• Cumplimiento normativo (Compliance): Aseguramiento del cumplimiento de políticas de seguridad y normativas internas y externas.
• Administración de Microsoft 365 y Azure: Gestión de tenants, configuración de políticas de seguridad, administración de usuarios y roles, y monitoreo de amenazas mediante Windows Defender. (Azure fundamentals)
• Soporte Nivel 2 Resolución de incidentes complejos relacionados con infraestructura de red, seguridad y entornos cloud.
• Consultoría: Asesoramiento a clientes en la implementación de soluciones de seguridad y optimización de entornos tecnológicos.

Tornillos y Partes – Bogotá, Colombia
Abril 2024 – Presente

• Soporte a Usuario Final: Atención a gerencia y todas las áreas de la empresa, resolviendo incidentes técnicos y brindando soporte en hardware y software.
• Liderazgo de Equipo: A cargo de dos personas, coordinando las actividades de la mesa de ayuda y asegurando la resolución oportuna de incidentes.
• Gestión de Incidentes: Identificación, registro y resolución de problemas técnicos, asegurando la continuidad operativa de la empresa.
• Soporte Remoto y en Sitio: Configuración y mantenimiento de equipos, redes y sistemas operativos.

• Used ticketing systems to manage and process support actions and requests.
• Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
• Identified and solved technical issues using variety of diagnostic tools and tactics.
• Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
• Trained and supported end-users with software, hardware, and network standards and use processes.
• Managed critical incidents effectively under high-pressure situations while maintaining professional communication with affected parties.
• Supported end-users in software installations, hardware upgrades, and network troubleshooting to optimize system performance.
• Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
• Installed, modified, and repaired software and hardware to resolve technical issues.

• Level 1 and 2 Support
• Technical service and support advisor
• Provide advice and solution strategies to the end customer
• Identify failure factors in the client's platform

• Level 1, 2 and 3 Support
• TeamLead HelpDesk
• Active Directory
• Office 365
• Preventive maintenance Servers, Lenovo ThinkPad laptops
• Verification of peripherals in Agent stations, maintain an order and database of missing competents, leftovers
• Strategies to reduce expenses in peripherals quality price
• Sending SMS and mass mailings in campaigns (Scrips)
• General technical support in the company
• Win-Server Support
• Developed and maintained courteous and effective working relationships.

• Design and development of platforms and solutions for companies
• Helpdesk (Remote Technical Support)
• Functions:
• Provide service and technical support for the implementation of an online Biometrics system in notaries
• Guarantee the proper functioning of the applications
• Correction of errors (bugs) in the system
• Installation of necessary drivers
• Other tasks related to technical support and system installation

• Level 1 Support
• Preventive maintenance of PC's
• Remote Technical Support
• Identification of problems
• Troubleshooting equipment and systems

• Level 1 Support
• Support in systems management
• Technical support
• Equipment maintenance
• Structured cabling
• Network support