U

Ulises

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Florida, United States

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Résumé

Jobs verified_user 0% verified
  • Peraton
    Senior Technical Support Representative
    Peraton
    Dec 2024 - Current (1 year 8 months)
    • Deliver proficient support for enterprise cloud and on-prem applications, resolving 95% of complex issues for application owners and team leads, ensuring minimal downtime and optimal system performance • Work with engineering teams to troubleshoot and resolve AWS-hosted application and network issues, reducing disruption by 30% and improving system reliability • Optimize incident management by implementing efficient workflows, reducing resolution times by 15% and improving response efficiency by 30% • Proactively manage incident queues on BMC Remedy and ServiceNow for cloud and on-prem systems, surpassing SLAs and reducing critical issue resolution times by 20% • Lead critical bridge calls every 10 days, reducing downtime and improvi
  • M
    IT Service Desk Analyst
    Mastec
    Feb 2022 - Dec 2024 (2 years 11 months)
    • Logged and managed all service desk calls and email requests in ServiceNow, delivering rapid technical support across nine service lines. • Achieved a 95% first-contact resolution rate for end-user issues across various hardware, networking, and software platforms, including Office 365, Autodesk, Adobe, and Citrix Workspace • Oversaw and maintained IT inventory, including computers, printers, and network hardware, ensuring accurate asset tracking and streamlined procurement processes • Administered company accounts in Active Directory, including account creation and credential updates, to enhance secure access and reduce security risk by 90%
Education verified_user 0% verified
  • Florida International University
    BS
    Florida International University
    Aug 2019 - Aug 2021 (2 years 1 month)
  • A
    AWS Cloud Practitioner (AWS CCP)
  • C
    CompTIA Security+ (Sec+)
Projects (professional or personal) verified_user 0% verified
  • MasTec Network Solutions
    Active Directory & Windows Server Administration
    MasTec Network Solutions
    Feb 2022 - Dec 2024 (2 years 11 months)
    • Installed and configured Windows Server 2019 with Active Directory, enabling efficient user provisioning and group policy management • Integrated Entra ID (Azure AD) to enable seamless hybrid authentication and secure cross-environment access Network Configuration & Troubleshooting • Built a VLAN-segmented network with firewall rules and simulated VPN/firewall issues, reinforcing TCP/IP fundamentals, network security practices, and troubleshooting skills
  • V
    VMware ESXi & vSphere Administration
    • Configured a VMware ESXi host and managed VMs using vSphere Client, reinforcing hands-on infrastructure management skills • Managed
  • O
    Office 365 User & Permissions Management
    • Managed Office 365 users, Exchange mailboxes and SharePoint permissions, ensuring proper access controls and secure collaboration • Simulated users support scenarios, improving troubleshooting skills and reducing potential administrative errors.