Sergio Andres Osorio

Sergio Andres Osorio

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PROFESSIONAL TECHNICIAN IN IT AND SYSTEMS SUPPORT
Bogotá, Bogota, Colombia

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Résumé

Jobs verified_user 0% verified
  • Pfizer
    Field Support – LATAM Services COMX S.A.S (Pfizer Colombia)
    Pfizer
    Mar 2023 - Current (3 years 8 months)
    Provided specialized hardware and software technical support to Pfizer Colombia employees.
    Managed incidents and service requests using Service Manager, ensuring traceability and SLA compliance.
    Administered the Data Center infrastructure, structured cabling, networks, and communication devices.
    Controlled and updated the IT asset inventory using internal procedures and digital tools.
    Handled maintenance of multifunctional printers and other peripheral equipment.
  • IBM
    Technical Support Assistant – IBM de Colombia S.A. (Banco de Bogotá)
    IBM
    Jun 2019 - Mar 2023 (3 years 10 months)
    Provided level 1.5 technical support and assisted level 1 on-site technicians with incident resolution.
    Handled the setup, installation, and configuration of desktops, laptops, and servers.
    Performed basic administration and account configuration in Office 365.
    Supported the implementation of IT solutions in new bank branches.
    Conducted physical inventory and control of IT assets.
  • Arus
    On-site Technical Support Analyst – ARUS S.A. (Telefonica Colombia SAS)
    Arus
    Jul 2018 - Jun 2019 (1 year)
    Handled technical service requests from Telefónica employees via remote and on-site support.
    Administered and updated Office 365 configurations.
    Participated in contingency plans for large-scale failures and cyberattacks.
    Coordinated with the help desk for efficient incident management and ticket resolution.
    Ensured the functionality of business-critical applications and tools.
  • ATENTO S.A.
    Technical Support Advisor – ATENTO Colombia S.A. (Telefonica Colombia SAS)
    ATENTO S.A.
    Nov 2017 - Jun 2018 (8 months)
    Provided phone-based technical support for Movistar residential customers (Internet, landline, TV).
    Diagnosed and resolved connectivity and service-related issues remotely.
    Escalated complex cases to level 2 field support teams.
    Maintained clear and empathetic communication, ensuring a positive customer service experience.
Education verified_user 0% verified
  • Universidad ECCI
    Systems Engineering
    Universidad ECCI
    Jun 2024 - Current (2 years 5 months)
  • CUN
    Professional Technician in Systems Support and IT
    CUN
    Jan 2018 - Dec 2020 (3 years)
  • Servicio Nacional del Aprendizaje-SENA
    Systems Technician
    Servicio Nacional del Aprendizaje-SENA
    Jan 2017 - Dec 2017 (1 year)
Projects (professional or personal) verified_user 0% verified
  • Pfizer
    Field Support
    Pfizer
    Mar 2023 - Current (3 years 8 months)