Victor Hugo Morales Ramírez

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IT Desktop LEVEL 2 /Service desk

Novartis-Wipro

Oct 2023 - Dec 2024 (1 year 3 months)

As an IT Desktop Level 2 / Service Desk professional, I provided both on-site and remote support for level 2 incidents at Novartis, ensuring efficient resolution of technical issues. I successfully brought Mac iOS devices under fully supervised management using SCCM and Intune, enhancing device compliance and security. My responsibilities included performing new desktop and laptop deployments, as well as peripheral and software installations, while ensuring endpoint compliance with company security policies and industry best practices. I reviewed cases and created troubleshooting documentation for new processes related to reported incidents, which streamlined our support operations. Additionally, I utilized my VMware skills to manage and re

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IT Desktop SUPPORT/ Service desk

HCL-EXXON MOBIL

Jul 2023 - Current (2 years 10 months)

As an IT Desktop Support/Service Desk professional, I was responsible for addressing local issues assigned from the help desk, ensuring timely and effective resolutions. My role involved the configuration, backup, monitoring, and updates of network and database systems, as well as software and hardware components. I leveraged Intune EDR policies to detect and respond to security threats in real time, including malware outbreaks, suspicious activities, and unauthorized access attempts. Additionally, I managed local attendance requirements reported in the account. While Microsoft Azure was identified as a non-relevant skill, my familiarity with the management console has enhanced my ability to oversee cloud resources and integrate them into o

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Service desk

VITRO MEXICO- IRIUM

Mar 2023 - Oct 2023 (8 months)

• Technical support in Service desk for VITRO. • Configured CAS to facilitate efficient management of distributed SCCM infrastructures. Proficient in the implementation and deployment of Microsoft Defender for Endpoint. • Remote assistance for troubleshooting and review incidents reported.

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APIS SUPPORT

ATENTO-BBVA

Feb 2022 - Jun 2022 (5 months)

• Technical support in help desk for BBVA in Apis-CoDi applications. • Provided 3rd level support for the SCCM infrastructure and standard desktop software • Configured and optimized Windows Defender policies • Technical advice for application development by customers, code review and testing.

IT Local

TCS

Oct 2017 - May 2021 (3 years 8 months)

As an IT Local, I was responsible for providing technical support and troubleshooting for local users, ensuring that all IT systems operated efficiently. My role involved managing hardware and software installations, conducting regular maintenance, and implementing security protocols to protect sensitive information. Additionally, I managed and resolved issues with databases, which enhanced my understanding of SQL and its applications in data management, further contributing to the overall effectiveness of our IT operations. I also utilized my knowledge of robotic process automation (RPA) to streamline administration workflows, improving efficiency and reducing manual tasks within the IT department. This integration of automation not only o

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IT Desktop LOCAL

Jun 2017 - May 2021 (4 years)

As an IT Desktop LOCAL, I was responsible for providing attentive help desk support for reported issues, ensuring prompt resolution and customer satisfaction. My role included the deployment of desktop applications, managing packages, and leveraging my expertise in Active Directory, DNS, Windows, Mac IOS, DHCP, and SCCM environments. I led efforts to troubleshoot and resolve issues related to Tanium deployments and configurations, ensuring continuous and reliable endpoint management. Additionally, I managed migrations, reviews, configurations, backups, monitoring, and updates of network, software, and hardware, while checking for database connection bugs and queries. I utilized VMware skills to efficiently manage and resolve tickets, enhanc

TECHNICAL SUPPORT EXECUTIVE

ADT

Sep 2009 - May 2011 (1 year 9 months)

• Attention to users for any issue report by telephone • Technical Support Executive specialized in ADT monitoring systems.

Victor Hugo Morales Ramírez

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