Diego Oñate Ingeniero en Sistemas

Technical Support Analyst

Hikru

Apr 2025 - May 2026 (1 year 2 months)

Resolving support tickets for STS Aviation Group using the ServiceNow tool. Updating servers and databases at Racetrac. Managing monitoring tools such as SolarWinds and SysAid. User training and onboarding for enterprise ERP implementation. Remote management via Remote Desktop Manager. Management, creation, and administration of user accounts and profiles in Active Directory. Creation and management of users in WORP and KeyLime. Execution of scripts, batch jobs, and queries for verification and monitoring of SQL Server 2016. Verification of jobs for daily execution and monitoring of disk space.

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Customer Support and Sales Representative

Logics Technology

Feb 2024 - Dec 2024 (11 months)

- Assisted in new campaigns to acquire customers through research and prospecting potential contacts. - Provided customer support and success, addressing current customers' requests and concerns while guiding new leads through our processes. - Delivered remote support via InTune, assisting customers with login issues and MS365 technical problems. - Utilized HubSpot as our CRM to manage customer information and track new deals. - Conducted cold-calling with new contacts and participated in weekly meetings, delivering presentations to potential customers. - Managed and administered support tickets efficiently. - Engaged with various contact tools daily to provide support and assistance to users and customers, including 3CX, Teams, Outlo

Operations Support Analyst

Chubb

Jan 2023 - Dec 2023 (1 year)

Execution of massive processes through scripting and batch files (.bat) Scripting generation in test and production environment. Querying in SQL Server 2016 for billing tracking. Generation of daily reports of Night Operations including servers, databases, alerts in internal systems and FTP file upload. Management of ServiceNow in administrative and business support tickets. Administration of Windows Server 2016 services and management of System6 as business CORE. Execute and create PowerShell scripts.

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Virtual Assistant

Hedgehog Foods

Jan 2022 - Dec 2022 (1 year)

As a Virtual Assistant, I managed bills and financial transactions in QuickBooks Online, ensuring accuracy and timely processing. I provided remote administration for providers and assistants, facilitating smooth operations. Developed comprehensive online research for materials, depots, transportation, and business needs, enhancing resource availability. Created manuals and procedures for users and customers, streamlining processes and improving user experience. Iterated projects and activities within the Trello platform to effectively manage the Amazon sales platform. Generated professional sheets for payments in the trading business and controlled the ERP platform for payments. Administered and configured Slack, adding users and setting u

Support Engineer

Netser Group

Feb 2021 - Feb 2022 (1 year 1 month)

- Administración de enlaces, material de instalación y cursos de usuarios en el portal de Moodle. Manejo de accesos dentro de la Intranet y dirección del equipo de soporte del proyecto Avianca. - Certificaciones Dell y HP para correcta escalación y manejo de casos de soporte técnico. Creación de manuales de atención de casos, creación de manuales de configuración, creación de manuales de generación de casos e incidencias. - Traducción de manuales y documentos de inglés a español, y de español a inglés dependiendo de la solicitud. - Manejo de la Mesa de Ayuda del centro de garantías de HP para Centro América, validando en el sistema de HP y manejando los lineamientos de su centro autorizado. - Asistencia técnica en instalación y configur

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Support Engineer

Netser Group US

Feb 2021 - Feb 2022 (1 year 1 month)

Profiles administration, installation material, and user courses in the Moodle portal. Dell and HP certifications for correct escalation and handling of technical support cases. Creation of case attention manuals, tutorials for new users, and manuals for generating cases and incidents in Gitlab. MS Office 365 end-support, support, configuration, installation, and license setup. Management of the Help Desk of the HP warranty center for Central America, HP System. Technical assistance in the installation and configuration of SAP, AMOS, and other aviation programs. Control and configuration to the Linux server where the repository files are being held. Generation of reports and dashboards in Power BI from external databases and Excel files.

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Implementing Technician

ProtelCotelsa

Apr 2015 - Feb 2021 (5 years 11 months)

- Responsible for the installation and initial configuration of the Olympo software, a business ERP, ensuring seamless integration with existing systems. - Managed SQL Server 2014 and PostgreSQL databases 8.9, overseeing the installation, configuration, and management of modules for Accounting, Inventories, Electronic Billing, Fixed Assets, Accounts Receivable, and Collection. - Provided exceptional customer service and remote support, effectively managing incidents and tasks while working under pressure. - Oversaw the management of ERP Odoo (formerly OpenERP), ensuring optimal performance and user satisfaction. - Conducted training sessions on various modules for public sector clients, including Ibarra Fire and Esmeraldas. - Additiona

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Analista Técnico Implementador

ProteCotelsa

Apr 2015 - Feb 2021 (5 years 11 months)

- Instalación y configuración inicial del software Olympo, ERP empresarial. Manejo de bases de datos Sql Server 2014 y PostreSQL 8.9. - Instalación, configuración y manejo de módulos de Contabilidad, Inventarios, Facturación Electrónica, Activos Fijos, Cuentas por Cobrar y Recaudación. - Servicio al cliente, soporte remoto, manejo de incidencias, trabajo bajo presión, manejo del ERP Odoo (Antes OpenERP). Capacitación de los diferentes módulos en el sector público (Cuerpo de Bomberos de Ibarra, Gad Provincial de Esmeraldas, Servicio Nacional de Contratación Pública, etc). - Manejo de Proyectos de implementación, incluyendo el uso del módulo CRM de Odoo para identificar nuevas oportunidades de negocio y registrar el progreso de las ofertas

Helpdesk

DOS Compuequip

Jul 2013 - Feb 2015 (1 year 8 months)

Attention and solution of incidents in Help Desk, Active Directory management, Network configuration, Outlook configuration, connection, and configuration of computers to the network, operating systems management, installation of various software applications (Chrome, Office, Adobe Acrobat Standard), Citrix, VMWare). Checking logs for Intrusion Detection in McAfee software for Windows. Process Management, Project Management, ITIL and Customer Service (Compliance with SLAs). Maintenance of computer equipment (inventory, minutes, and records). Treatment of VIP Clients, sending emails to users, activity reports.

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Soporte Técnico

DOS

Jul 2013 - Feb 2015 (1 year 8 months)

- Atención y resolución de incidentes en Mesa de Ayuda, Manejo de Active Directory, configuración de Red, configuración de Outlook, conexión y configuración de equipos a la red, manejo de sistemas operativos, - instalación de aplicaciones de software varias (AutoCAD, Symnatec Recovery, McAfee, Chrome, Firefox, Office, Adobe Acrobat Standard), Citrix, VMWare, análisis de incidentes en aplicaciones de Oracle y Lotus Notes. Cliente PETROAMAZONAS - Manejo de Procesos, Manejo de Proyectos, ITIL y Atención al cliente (Cumplimiento de SLAs). - Mantenimiento a equipos de cómputo (inventario y actas) y a sistemas operativos. Trato a Clientes VIP, envió de correos a usuarios, reportes de actividades.

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Technical Support and Web Development

Mineware

Jul 2012 - Jun 2013 (1 year)

In my role as a Technical Support and Web Development specialist, I was responsible for performing backup work on PCs and laptops, maintaining printers, and providing support for office software and antivirus software. I also handled the installation of category 5 cabling in medium-sized companies and configured servers using CentOS and Ubuntu Server, administering systems under Unix. My technical expertise extended to diagramming for databases and programming in Java, JRE, JSP, OOP, Applets, as well as web development using PHP, MySQL, and JavaScript. Additionally, I utilized social media communications skills by creating campaigns for Facebook Ads and Instagram posts, which helped inspire the brand and generate new potential leads.

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Soporte Técnico y Desarrollo Web, Programación

Mineware

Jul 2012 - Jun 2013 (1 year)

- Responsable de labores de respaldo a PCs y Laptops, mantenimiento de impresoras, soporte en software de ofimática y antivirus para computadores. - Instalación de cableado categoría 5 en pequeñas y medianas empresas. - Configuración de servidores en CentOS y Ubuntu Server, administración bajo Unix - Diagramación, Java, JRE, JSP, POO, Applets, Desarrollo web en Php, Mysql , Javascript y Ajax.

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Soporte Técnico

SecurityData

Dec 2010 - Current (15 years 8 months)

- Mantenimiento equipos de impresión Edif. Cámara de Comercio de Quito. Edif. Cámara de Comercio de Quito.

Diego Oñate

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