Jesús Eduardo Guzmán Rivera

• Developed, tested, and deployed custom images and HP recovery solutions, primarily for Microsoft Windows.
• Utilized PowerShell, XML files, Drivers, ghost files, and MS Updates for daily operations.
• Created system reports and assisted colleagues with troubleshooting.
• Provided project support by reviewing feasibility and offering recommendations to customers when necessary.
• Created and delivered documentation for factory audits to ensure process integrity.
• Collaborated with internal and outsourced development partners to resolve design issues and project progress.
• Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.

• Excellent communication skills, both verbal and written.
• Managed time efficiently in order to complete all tasks within deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Strengthened communication skills through regular interactions with others.
• Paid attention to detail while completing assignments.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Supported and installed operating systems (Windows 7 and 10), resolving issues not solved remotely by Global Service Desk.
  
• Developed basic network knowledge, enabled/disabled ports in Data Centers, and ensured computers had the latest MS updates.
  
• Managed Active Directory Utility with restrictions for Desktop Engineer Support.
  
• Used ServiceNow/Got It app to review tickets, monitor SLA (Service Level Agreement), and manage customer satisfaction.
  
• Entered new equipment purchased by IT into Inventory Asset Manager app, preparing for delivery to users.
  
• Provided support for VPs, Directors, and multimedia rooms (Cisco and Zoom).
  
• Managed network solutions across North Campus by enabling/checking network ports for PC or wireless issues.

I currently work remotely providing support for applications such as Zoom, Box, Microsoft Teams, OneDrive, among other internal company applications, as well as websites. I generate tickets to report P1 issues within the company or with other support teams. I have knowledge in searching for or creating distribution lists and email accounts in Exchange, manage Active Directory, and have varied knowledge in SharePoint.

As part of my additional duties, I create user guides in various languages, including Spanish, English, and Brazilian Portuguese. I optimize software installations through automation processes that trigger when a user creates a ticket in ServiceNow, depending on the service or application required.

• Facilitated clear communication between engineering departments by creating detailed documentation outlining project objectives, methodologies, and results achieved.
• Developed innovative solutions for complex engineering problems, resulting in patentable technologies.
• Established a culture of continuous improvement, driving ongoing refinements to existing analysis methods and promoting innovation within the team.