OBJECTIVE:

EXPERIENCE:

3/2008 - Present

Industry: Computer Software

Support Escalation Engineer

Solving highly complex and critical customer problems that may become politically charged, providing proactive advice to Microsoft Latin America premier customers. Deliver unique value by providing in Language technical excellence to customers, coupled with excellence in customer service. Creating self-help assets to broadly reach more customers becoming a trusted advisor. Acts as a thought leader and mentor, sharing knowledge, closing skill gaps, and serves as an escalation resource in areas of subject matter expertise. File Hotfix requests and recommend changes to the release schedule based on business impact.

4/2007 - 4/2008

Industry: Computer Software

Systems Integration Engineer

Work for the NSIT LAB in Plano creating and running test cases for Microsoft IPTV solution for AT&T. Testing functionality, impact of configuration changes, new patches, new equipment, and interfaces. Includes work with the internal Database Team assisting with Database maintenance tasks and installations on a cluster environment. Accomplishments: * Working in Mexico City and Monterrey Mexico for the TELMEX account as a test lead for the TVB test cases. * Rebuilding SQL Nodes for the new video head end in the NSIT LAB. * Created VB scripts to collect registry information.

12/2005 - 4/2007

Industry: Computer Software

Support Engineer

Provided support for Microsoft Latin America Independent Software Vendor (ISV) Partners that wish to develop using Microsoft Technologies such as: C#, VB, ASP.NET, Visual Studio, SQL (2000, 2005), SharePoint, SQL Reporting Services, IIS (5, 6). Support was provided over the phone, e-mail and through Microsoft LiveMeeting.

8/2005 - 12/2005

Industry: Banking

Global Network Engineer

Work with Brinks Global Support Team providing support for their global branches. Issues handled included: backups, DNS, DHCP, SMTP, SQL 2000 administration and server OS Updates, via Microsoft Remote Desktop with customers speaking English, Spanish or Portuguese. Accomplishments: * Created a VB/ASP automated monthly report that pulls data from three databases: Heat (SQL 2000), NetIQ (SQL 2000), Symposium (Sybase). * Built servers for Mississauga Branch following Brinks standards.

7/2004 - 7/2005

Industry: Computer Software

Support Engineer

Provided support for Microsoft Latin America Premier customers such as Governments and Multinational companies. Worked on the Messaging and Developer Support Team mainly on SQL cases (7, 2000), as well as Exchange (5.5, 2000, 2003) and IIS cases (5, 6). Support was provided over the phone, working via Microsoft LiveMeeting sessions in combination with several tools (MPS Reports, SQL Profiler, SQLdiag, Netmon, filemon, regmon, adsiedit, ldp). Issues handled included login failures, migrations, hot fixes, e-mail flow, database corruptions, performance, hangs and server crashes.

8/2003 - 7/2004

Industry: Construction - Industrial Facilities and Infrastructure

Computer Systems Administrator

Technical support manager for a construction company of 250 employees with subdivisions throughout the South Texas Rio Grande Valley. Duties included: servicing and upgrading PC components, PDAs, printers and LAN/MAN network, as well as Active Directory Administration (Win 2000), Database Administration (SQL 2000), Crystal Reports (Version 9) and ASP page updates. Accomplishments: * Setup Ripwave Wireless Modem, WLAN, VPN and printer for 6 subdivisions. * Creation of a HelpDesk to provide a quality tech support. * Created secure windows XP based images

3/1998 - 6/2004

Industry: Management Consulting Services

Computer Consultant

Computer technical support, providing: training, troubleshooting, installation and configuration of LAN/WAN, Printers, Hardware and Software. Accomplishment:· Setup VPN (Nortel Contivity 1100), LAN, Wireless and Powerline.· Setup twinax cards (AS400) and Rumba Clients.· Setup MS Access Databases.

2/2003 - 6/2003

Industry: Banking

FoxPro Programmer

Provided support for the First Financial Network client Banco Central de Nicaragua for the sale of $320 MM Loan Portfolio and Real Estate Properties in compliance with the World Bank and IMF requirements for Debt Reduction (Approved on Jan 26, 2004), as well as support for Bank of America $40 MM Commercial Portfolio and Bank One $300 MM portfolio in Oklahoma City. Duties also included configuring routers, software development, database administration, Active Directory administration, Symantec Firewall configuration, and LAN/WLAN maintenance. Accomplishments: * Designed and developed art browsing system using Visual FoxPro for the Banco Central de Nicaragua Clients. * Designed and developed lease information capture screens for Bank One and Bank of America. * Imported Databases from Banco Central de Nicaragua, Bank One and Bank of America into First Financial’s database structure. * Setup Bank of America and Bank One wireless site for underwriting. * Designed Bank One and Bank of America Lease and Loan Reports.

8/2000 - 12/2001

Industry: Telecommunications Services

IT Administrator

In charge of technical support for the South Texas Market consisting of approximately 100 users. Servicing and upgrading PC components, systems and networks. Support was 24x7 and was performed via phone, LAN Desk, or on-site if necessary after a Remedy trouble ticket was issued. Accomplishments: * RMS and symposium software upgrade. * Computer and Software inventory. * Improved the Trouble Ticket scheme and made adjustments to the SOL Helpdesk Database (Access). * Migration from SOL Communications (13 offices in TX) and POWERTEL (11 stores in GA) to VoiceStream.

8/1999 - 8/2000

Industry: Government and Military

Regional Systems Specialist II

Provided training and computer technical support of hardware, software and LAN issues for 9 TDHS offices (500 users). Support was performed via phone or on-site after a trouble ticket was issue by the Helpdesk. Accomplishments: * Computer Upgrade Project. Upgrading systems 486 to Pentiums. * E-mail Conversion Project. Transfering e-mail from TDHS OASIS to Microsoft Outlook. * Y2k Upgrade and System Test. Upgraded and tested servers and PC BIOS for the Y2K issue. * Setup PCs. Installed and configured new user workstations.

12/1998 - 5/1999

Industry: Manufacturing - Other

Computer System Administrator

In charge of technical support, providing troubleshooting, installation and configuration of printers, LAN, PC hardware and software. Duties included: Network Administration (Novell), Database Administration, HOLZMA HL-33 (Sawing Machine) troubleshooting, personnel training of CUT-Rite (HOLZMA software), Sterling EDI client setup, Lotus Notes Mail support. Support was performed remotely or locally as needed.

2/1998 - 11/1998

Industry: Internet Services

Tech Support

Provided phone and on-site technical support, helping customers with hardware and software issues (PC/Mac). Developed web pages and provided Internet training classes (Spanish/English).

EDUCATION:

5/2002

Master's Degree

Masters in Science in Computer Science (42 hrs)

7/1997

Bachelor's Degree

Bachelor In Computer Systems

5/1996

Associate Degree

Technical Analyst Programmer

SKILLS:

Skill Name

Skill Level

LANGUAGES:

Languages

Proficiency Level