Samuel Mendoza

IT Operations

Monks

Apr 2024 - Current (2 years 1 month)

IT Support Lead

MediaMonks

Sep 2021 - Jan 2023 (1 year 5 months)

Team management routine (1:1s, career development, distribute workload, prioritization of tasks) Rapport with other IT support Leads and related department heads to ensure communication and collaboration while maintaining Global standards General knowledge about the business, specific team requirements and all IT managed tools. Continuously learn and stay updated on new tools, software, and industry developments. Solve complicated problems & oversee projects through to completion. Implement and oversee the maintenance of IT policies, procedures, and documentation. Provide feedback on operational bottlenecks for the Directors and Managers Generate reports on Ticket Management (region, categories of requests, errors, etc) Manage the company H

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Global IT Support Administrator

Jan 2021 - Sep 2021 (9 months)

Delivering IT support across the globe via our ticketing system. Provide first-line support to troubleshoot IT-related issues, with a positive attitude (kind, patient, helpful, etc) and communication skills. Onboarding and Offboarding of employee accounts & technology (Licensing assignment). Maintain IT policies, procedures, and documentation. Continuously learn and stay updated on new tools, software, and industry developments. Work with management to create the best organizational structure to support long-term global support needs. Automation mindset to help streamline processes. Flexibility to work on-site when applicable. Support with Documentation for policies, processes and IT standards, following guidelines.

Application Support Analyst

CTCgroup Sistemas de Fidelización e Incentivos

Dec 2020 - Nov 2021 (1 year)

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Help Desk Operator

Supermayorista Vital (Maycar SA)

Jun 2019 - Dec 2020 (1 year 7 months)

• Provided comprehensive helpdesk support, managing ticket escalation, follow-up, and resolution through JIRA, ensuring adherence to SLAs. • Administered user management and access control via Active Directory, enhancing system security and efficiency. • Conducted basic Linux server maintenance to ensure system reliability and performance. • Supported Microsoft Exchange, Office Suite, and Outlook Web Access (OWA), resolving technical issues and optimizing productivity. • Performed basic networking troubleshooting, addressing connectivity and configuration issues. • Delivered application support through SQL queries, resolving system issues and improving database functionality. • Provided Level 2 SAP support, addressing advanced user queries

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Help Desk Analyst

A+ | Gestion de conception et construction

Feb 2018 - Sep 2018 (8 months)

• Delivered user management and system administration using Active Directory, ensuring efficient access control and security. • Provided support for Microsoft Exchange, Office Suite, and Outlook Web Access (OWA), resolving technical issues promptly. • Conducted basic troubleshooting with CMD and executed SQL queries to address system and database issues. • Offered Level 1 SAP support, resolving user issues and enhancing system functionality. • Managed ticketing systems like JIRA and Confluence, ensuring timely and effective resolution of incidents and requests. • Oversaw AVAYA IP phone systems, ensuring reliable communication services. • Performed software maintenance and installations, maintaining optimal system performance and user produc

Data Entry Operator

Everis

Sep 2016 - Feb 2017 (6 months)

Desktop Support Technician

Universidad Rafael Belloso Chacín

Jan 2014 - Sep 2016 (2 years 9 months)

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