Alejandro Moliné

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IT Support Specialist (Integration)

HRS - Hospitality and Retail Systems

Apr 2023 - Current (3 years)

Install & configure credit card processing software in hotels, remotely. Modify the configuration files, perform testing, connect remotely to computers located at the hotels. Perform all the necessary troubleshooting. Using Opera, an Oracle Hospitality suite, and ScreenConnect. Talk to hotel employees and HP on-site technicians in order to coordinate the several steps needed to install and test the software. Send e-mails to stakeholders & project coordinators. Working in a global, international team of 30 IT support technicians.

Support Technical Writer

Percona

Aug 2020 - Jul 2021 (1 year)

Remote contractor for a US-based technology company. Write reference articles for the internal Knowledge Base of the company. Use the ServiceNow enterprise software. Read and understand tech support cases, using a ticketing system. Interact on a daily basis with engineers of the Support Team. Interview technical people in order to write reference articles, in a simple and clear language. Use Confluence software in order to document procedures in the company's wiki. Technologies I write about: MySQL, MongoDB, PostgreSQL databases. Linux operating system. Database optimization techniques.

IT Support Technician

Universidad Nacional del Rosario

Oct 2011 - May 2023 (11 years 8 months)

IT support at a major university, on site. Help faculty professors and students with their IT requirements (install & configure software, perform basic network troubleshooting, perform basic hardware troubleshooting, explain how to use certain equipment). Using a mix of open source and proprietary software. Also: support video conference calls, design and implement small databases.

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NOC (Network Operation Center) monitoring

Voice Carrier

Oct 2010 - Sep 2011 (1 year)

Outsourced position (working remotely from Argentina).Monitor and perform maintenance tasks on hundreds of virtualized cloud Linux servers that were located in US datacenters. Kept a fluid communication over the phone with the owners, sales and tech team, who were based in San Jose, CA, United States.

Tech Support representative

TTEC

Feb 2008 - Aug 2010 (2 years 7 months)

Outsourced position (working remotely from Argentina). I taking ~15 tech support and customer care calls per day as a representative for T-Mobile USA. I helping customers to properly configure or fix their smartphones (Android devices, iPhones, Blackberries, Sidekicks, etc.). Following very specific troubleshooting guidelines provided by the company.

Customer Care Rep

Apex América

Jan 2004 - Jan 2008 (4 years 1 month)

Outsourced position (working remotely from Argentina). Taking customer care calls in English and Spanish for Tracfone Wireless USA. Solving billing issues, helping customers with general questions about the service.

Alejandro Moliné

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