Alex Enrique Amaya Prado

Alex Enrique Amaya Prado

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Incident Management Engineer at Syniverse
San José, San José Province, Costa Rica
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Résumé

Jobs verified_user 0% verified
  • Syniverse
    Incident Management Engineer
    Syniverse
    Mar 2023 - Current (3 years 8 months)
    As an Incident Management Engineer, I’m responsible of engaging when a Syniverse product has any kind of failure that causes impact on our customers, understanding the issue, pursuing the information on what is affected, and understating the financial or production customer impact that the failures on products may cause, also communicating at the company level regarding the ongoing situations that can be affecting the customers, while also proactively being part and acknowledging within the Change Management Department.
  • Fujitsu
    Service Desk Agent
    Fujitsu
    Jun 2022 - Mar 2023 (10 months)
    As a Service Desk Agent, I provided Level 1 remote technical support through phone calls, troubleshooting virtual machines using tools like vSphere, VMware Horizon Center, and vCenter. Additionally, I resolved L1 issues related to the O365 Suite, Cisco Unified, and also Identity Management roles provisioning using Sailpoint and Aveksa. I conducted Active Directory manipulations such as password resets and unlocks, performed basic network troubleshooting, and managed tickets on ServiceNow.
  • MAPFRE
    Internship as a Technical Support Assistant
    MAPFRE
    Oct 2020 - Feb 2021 (5 months)
    During my internship as a Technical Support Assistant, I was responsible for attending to technical support requirements, efficiently resolving tickets and issues. I installed and updated Office software, conducted backups to safeguard critical data, formatted and installed operating systems to optimize system performance, and prepared and configured computers and equipment for personnel use. I provided both on-site and remote technical support, resolving issues promptly, and I manipulated Active Directory to manage user accounts and permissions.
  • Intelicolab
    Monitoring Agent
    Intelicolab
    May 2020 - Jun 2021 (1 year 2 months)
    As a Monitoring Agent my primary responsibility was to receive and process tickets (alarms) through a service management suite called OTRS. Upon receiving a ticket, my team and I would cross-reference the information with monitoring platforms such as Nagios or ICINGA to validate the alert's authenticity. Once confirmed, we promptly notified the client via email or phone about the alert and took necessary actions to address the issue. Additionally, I handled customer inquiries via phone calls, providing prompt and accurate responses to ensure customer satisfaction.
Education verified_user 0% verified
  • Universidad Fidélitas
    Bachelor's degree, Computer Systems Engineering
    Universidad Fidélitas
    Feb 2021 - Nov 2025 (4 years 10 months)