Bernardo Mercado

Technical Skills

• Support in offices around 6 countries
• End-user support across Windows and macOS environments
• User and device management via Active Directory, Microsoft 365, Intune
• Hardware/software troubleshooting, imaging, and deployment (SCCM, Autopilot)
• Support for collaboration tools (Teams, Zoom, Outlook) and VPN connectivity
• Strong communication skills; experienced in high-volume ticket environments (ServiceNow, Jira)

Technical Skills

• Oversaw daily operations and health monitoring for 1,200 servers in a high-availability data center
• Data center operations: monitoring, racking, and hardware maintenance
• Server deployment, imaging, and patching (Windows/Linux environments)
• Infrastructure support including networking, power, and cooling systems
• Asset management, incident response, and change control procedures
• Familiar with remote hands support and ticketing systems (ServiceNow, Jira)

• Provide technical assistance to Aetna office and home agents.
• Working on a daily basis with Active Directory, the ticketing system Service Now.
• Resolving escalated issues with personalized calls.
• Analyzing Level 1 Agents' metrics to have better SLAs.

• Provide technical assistance to Office Depot store, office and warehouse agents.
• Working on a daily basis with Active Directory, the ticketing system Service Now.
• Resolving issues involving printers, scanners, cash registers, modems and laptops.
• Supporting business from India.