Josue Morera

Administrator and IT Support Technician

Tecnología / Internet

Mercedes, Heredia

Acerca de Josue Morera:

I am an Administrator and IT Support Technician with 5 years of experience in IT field, as well proactive person with the ability to learn quickly, excellent teamwork player, natural, respectful, cooperative, punctual. Also, I have schedule availability, good with adaptability to changes, good interpersonal and decision-making skills.

Experiencia

IT Support Technician

1) Assisting Service Desk Agents and Management:
•Guiding and supporting Service Desk agents, management, and upper management (external, internal, and VIP customers) with hardware and software issues. Ensuring an efficient productivity and work environment.

2) Mobility and IT Storage Room Management:
•Receiving new IT equipment.
•Controlling movements related to repairs, replacements, and damaged equipment.
•Coordinating equipment destruction or donation according to local policies also ensuring compliance with local and global policies.

3) Service Request and Incident Completion:
•Handling open service requests and incidents and Tracking request completion.

4) Technical Expertise:
•Troubleshooting Layer 1 of Cisco equipment for routing and switching.
•Utilizing SolarWinds for monitoring and VMware vSphere for virtualization.
•Java troubleshooting and documentation.
•Assisting with shared drives and remote desktop connections.

5) General use of Active Directory and Printer Management:
•Providing Active Directory support to all company employees.
•Manage the local installed RICOH printer.

6) Security and Support:
•Collaborating with Fujitsu Indian Team on Trellix or FireEye alerts related to malware or viruses.
•Troubleshooting VPN issues (Pulse Secure and Global Protect) and assisting with MFA setup (DUO Mobile & Microsoft Authenticator).

7) Hardware Setup and Software Installation:
•Assembling and preparing desktop and laptop computers for daily work.
•Installing Windows 10 & Windows 11 software, using Linux Ubuntu (FOG) cloning system

8) Windows Troubleshooting and Asset Management:
•Providing troubleshooting assistance for Windows 10/11 and Office 2013-2019/O365 issues.
•Troubleshooting multiple platforms (Windows, Macintosh, smartphones, and tablets).
•Managing and troubleshooting Windows BitLocker.
•Updating asset information for audit purposes using ITSM tools like ServiceNow.