Constelación Díaz Rodríguez

• Responsible for the attention and monitoring of requirements by telephone/chat with online and remote support to users to solve reports and queries in a timely manner.
• Assisted customers in troubleshooting hardware, software and network related problems.
• Responsible for the attention and monitoring of requirements by telephone/chat with online and remote support to users to solve reports and queries in a timely manner.
• Follow-up to reports that are staggered to a second level (Service now)Software Review
• Configuration and unlocking of users from Active directory
• Systems configuration
• Diagnosing network and telephony problems
• Diagnosing problems in LAN and WAN networks.
• VPN configuration, troubleshooting, and problem detection and resolution
• Avaya One Agent, server configuration, troubleshooting, and problem resolution.
• Domain of Office and operating systems.
• network unit mapping
• account synchronization and one drive configuration
• General configuration in Internet environment (configuration, connection)
• Diagnosing and configuring mail in Microsoft Exchange
• Validation of closings with users and follow-up of report life cycles
• Active directory management
• Raising tickets
• Remote Desk
• Support Experience
• Software Update: Preferences and advanced features.
• Information about your Mac: System profile
• Configuring: Appearance, Dock, Desktop and Screensaver, Exposé, Security and
• International
• Quicktime, Keyboard and Mouse and peripherals
• Experience with supporting people remotely via remote desktop solutions (LogMe In Rescue, Team Viewer)
• Ability to analyze and documents trends in our support and data to asses the priority and impact of issues
• Avaya reset and configuration
• VDI setup and troubleshooting in Vmware and migration to W365

• Lead efforts to restore service in a timely manner for business critical functions, application and infrastructure services as part of a 15-member remote team comprised of professionals from multiple countries and different time zones.

Lead efforts to restore service in a timely manner for business critical functions, application and infrastructure services as part of a 15-member remote team comprised of professionals from multiple countries and different time zones.

• Execute and implement major incident management processes including invocation, ownership, escalation, communication and service restoration.
• Utilized ITIL best practices to support affected business units by managing, directing, coordinating and communicating with multiple technical and non-technical teams including applications, infrastructure, external vendors and business units.
• Established standards and procedures that maximized operational responses to incidents encountered and minimized disruptions to service availability; contributed to a cross-functional team to ensure procedural manuals and incident playbooks were up to date and accurate.
• Prepared documentation and reports for the executive team on a weekly, monthly and quarterly basis using ServiceNow tools and PowerPoint presentations.
• Preparation of post incident review documents and attendance of problem management review meetings to ensure root cause determination; preparation of
• accurate, appropriate and timely communications to internal and external stakeholders.
• Provided timely information to senior management on issues affecting quality of service to customers; facilitated teleconference meetings and weekly staff meetings, coordinating with all time zones to ensure timely communication.
• I specialized with over 30 mission critical applications, working closely with the support, development and change management teams to keep up to date on changes and activities for those applications.
• I led the ITIL process to quickly restore services after all incidents.
• all incidents.
• Determined root cause of incidents, minimizing adverse effects and reducing the likelihood of
• adverse effects and reducing the likelihood of recurrence.
• Prioritize VIP users in emergency Priority 1, follow up from the beginning to the end of the incident.

• Responsible for the attention and monitoring of requirements by telephone with online and remote support to users to solve reports and queries in a timely manner.
• I worked at the help desk giving support remotely and support on site
• 
  
• Responsible for the attention and monitoring of requirements by telephone with online and remote support to users to solve reports and queries in a timely manner.
• Follow-up to reports that are staggered to a second level
• 
  
• Software and Hardware Review
• 
  
• Configuration and unlocking of users
• 
  
• Systems configuration
• Diagnosing network and telephony problems
• Diagnosing problems in LAN and WAN networks
• Domain of Office and operating systems
• General configuration in Internet environment (configuration, connection)
• Diagnosing and configuring mail in Microsoft Exchange
• Validation of closings with users and follow-up of report life cycles
• Active directory management
• Raising tickets
• Remote Support Experience

• In charge of the computing area, support to the computing area, installation of programs, preventive and corrective maintenance.

In charge of the computing area, support to the computing area, installation of programs, preventive and corrective maintenance

Setting up Mac OS X

Migration Assistant

Setup Wizard: Network Preferences, Registration Process, Initial Account, .Mac Date and Time.

Software Update: Preferences and advanced features.

Information about your Mac: System profile

Configuring: Appearance, Dock, Desktop and Screensaver, Exposé, Security and

International

Quicktime, Keyboard and Mouse

User account management

User account types: Standard, Admin, Guest

User account attributes

Creating user accounts: startup items, parental controls, advanced options

Network setup in Mac OS X

Network system preferences

Network Diagnostic Wizard

Peripherals

Understanding the peripheral connection

Configuring USB, FireWire, Bluetooth peripheral buses.

Expansion buses: AGP, PCI, PCI-X, PCI Express, PC Card, Express Card 34.

Storage buses: ATA, SATA, SCSI, Serial Attached SCSI, Fiber Channel

Audio and video connectivity: Composite Video, S-Video, VGA, DVI, DVI.DL, HDMI

Peripheral Device Classes: Human, Storage, Printers, Sanners.

Driver software for peripherals: Kernel Extensions, Frameworks Plug-ins, applications.

Peripherals that sync: iSync, iTunes, .Mac.

Peripheral troubleshooting

Specific care with USB devices