Roberto Meneses

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Tech Support Engineer 1

Servers

Jan 2022 - Current (4 years 6 months)

• Deployment, configuration, management and troubleshooting of enterprise operating systems, such as Windows Server and VMware ESXi. Including but not limited to: BSOD, PSODs, deployment problems, driver problems, failed upgrades, etc. Support and resolve incidents related to server O.S (Windows Server, RHEL, VMware ESXI AND vCenter), maintaining high standards of customer service. • Hardware troubleshooting, testing and configuration of Dell PowerEdge servers (rack, tower modular and cloud systems). • Creation, maintenance and troubleshoot of RAID arrays, virtual machines, backups and restore points.

Service Desk Analyst

NTT DATA

Jan 2018 - Jan 2022 (4 years 1 month)

Printer configuration (SMTP, Static IP) using Cisco Meraki. • Knowledge management coordinator and administrator. • Serve as point of contact for internal and external clients (stakeholders) for operational doubts or questions. • Ensure contractual Service Level Agreements were met. • Assist with the implementation and development of strategic plans, initiatives and directions focused on process improvement. • Resolve client escalations focused on the end user experience with the highest level of quality. Intune and microsoft azurewas used to manage user privileges and devices across the organization.

Service Desk Senior Associate

NTT DATA

Jan 2016 - Jan 2018 (2 years 1 month)

• Follow up, develop, and resolve incidents, problems, and support requests through our team's ITSM too, ensuring SLAs and deadlines were met. • Mobile device management, including configuration, support, and implementation. • Mac and MS Windows troubleshooting in general, supporting a broad scope of problematic scenarios. • Access provisioning through Active Directory following corporate security best practices (NTFS access related scenarios, MS Outlook access provisioning through Active Directory). • MS Azure access provisioning.

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Technical Support Representative

EGS

Jan 2014 - Jan 2016 (2 years 1 month)

Diagnose and resolve IT related problems remotely with end users through phone conversations, chat and emails.

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