Juan Miguel Marín

Stefanini Group, Panamá, Temporary project, onsite (January 16- June 30th, 2023).
Help Desk Specialist
In this company I worked in a temporal project for Kraft&Heinz Company Costa Rica, through Stefanini Grop under professional services contract as a Heldesk Desk specialist II. 
In charge to configure ServiceNow dashboards, replace laptops parts, reimage taks, troubleshoot SW issues, VoIP-networking maintenances and troubleshooting, provicioning accounts in AD, AzureAD, Intune and support SaaS enviromment applications for Latin America and Canada users.
Deliver trainings and educate  local IT perssonel in ITIL framework best practices and standard procedures.

Hewlett Packard Enterprise, (From home)- Heredia (April 2022-September 2022)
HD / NOC Security & Monitoring  Analyst
Handling server performance and security  networking devices monitoring tasks through ServiceNow, SolarWinds, Nagios, Aruba, Sitescope, Outlook and other in house monitoring tools. 
Create high priority incidents to report them by  email, instant messaging and by phone when it was required, following an escalation matrix to ensure a fast incident resolution using ServiceNow and Salesforce platforms, as well suggest process improvements for customer systems, trying to fulfill security optimization practices. 
In charge of deliver handover reports about all shift activity to new shift through email and conference call.

Western Union, Forum II, Santa Ana (April 2016-December 2021)
NOC HD Specialist / Network Mon&Sec Analyst
In-house application support in complex incidents for WU branches around the world through phone, Zoom conference SW, Webex, email, IM and support remote tools as well, assist them to look for the best fit of application products and functionalities according with their cloud system capabilities .
Monitoring network graphs, stats and alerts in real time through Dynatrace, Splunk, Outlook and other internal monitoring applications to identify a possible infrastructure and applications servers' performance/ disruptions issues in order to start priority one-two major incidents bridge calls, if was required. 
I used to provide technical MS OS/office assistance VoIP configuration-TS, troubleshoot and validation services for SafeNet, Orange and other security SW/HW applications and appliances, between others. 
I used to perform deployment video conference calls with many devs/support team members to apply changes, add new features and test all new functionalities during application/network deployments execution in real time in UAT and Production environments.
Chiquita Brands, Forum I Santa Ana (March-October 2015)
Help Desk Analyst
Give technical support assistance to Chiquita Global offices using ServiceNow ITSM tool in MS Office 365 environment, network printing, Cloud storage, Networking troubleshooting.
Manage company users/computers in AD (creating, adding permissions), add or remove share folder accesses, grant access to company platforms applications managing the accesses to these systems through a high security admin profile, Security tasks, Network monitoring tasks, Cisco Telephony extensions/voicemails creation and configuration..
Concentrix, Pavas (September 2014-February 23th)
Cisco TAC Licensing Agent
Assist to global corporate end users in many Cisco products to install and troubleshoot different kind of complex issues regarding SW licensing and HW failure troubleshotting.
Diagnose security, voice and telepresence appliances, via phone, email, IM and WebEx remote tools, using the Salesforce platform. 
Ensure a great customer experience by customer care/retention practices in order to keep customer business preference. 
Firstbase Program, Mall San Pedro. (May 2013- September 2013)
Technical support Agent / CRM (Part time)
Give technical support to HP Premium Support services group end users.
Provide tech assistance on MS office, Outlook, XP-Vista-W7-W8 MS-Mac OS, printer troubleshooting, web applications, Internet, networking, server troubleshooting and others. 
Cross trained to give total support to end users from Avast antivirus SW. I was working under part time job contract.
Fujitsu Consulting, Ultrapark I (August 2012-July 2013)
SD/HD Analyst 
In this company I was giving assistance to end users in a enterprise technical support environment.
Provide support on web based applications, encryption systems, backup software, active directory tasks, VPN Client Cisco/BEW, AD, network devices troubleshooting, Cisco IP telephony, Windows 7 OS, MS Office, Outlook troubleshooting, HW troubleshooting, mobile devices and more.
Assist customers through phone, remote tools and email using ServiceNow ITSM tool, providing instructions and escalating tickets if this was necessary  according with the incident management model applied.
Accounts creation, modify and complete several requests to enroll new members of the company according with their job functions. 
Assisting colleagues and my supervisors, when was required, performing complex troubleshooting steps and running reports for handover reports. 
Hewlett Packard/STT Group, Forum II, Ultra park I. (February 2008- June 2011)
HP Repair Order Process Analyst   
As a contractor, I was in charge to analyze service orders that had process inconsistencies to offer the best solution for the company and HP clients.  
Hired as direct HP employee after only five months of outstanding performance.  
Give support to customer by phone, IM and email, providing consulting tasks  to clients, engineers and coworkers inside my team and other teams colleagues as Onsite coordination, Billing, Parts supplier, Contract administrators and many others. 
Verify and analyze information regarding contracts and service orders as well registering all the information regarding the resolution given in each scenario.
Assist colleagues to successfully apply security patches, internal system updates, troubleshoot OS problems (Windows Xp, Vista and W7) as applications and tools used by the team, I was in charge to create and manage the IT tickets in my team
Congratulated with e-awards due to commitment, production and proactive solutions.
Collaborative working in billing department with great numbers and positive feedback from Hp customers to my managers about the customer service and solutions provided. I left the company for personal growth.
 

ULatina de CR,   Telematics Engineering (60%).
Universidad Nacional de Costa Rica / Cisco Networking Academy - CCNA Program.
University College of Cartago (CUC) Studying systems programming career.
Cisco Network Professional Technician, Cisco Networking Academy/ Universidad Latina. 
Courses and Certifications Technical Skills
Cisco Certified Network Associate. (CCNA)
Natural Learning Corporation, NLC Bilingual Interpreter.
New Orleans Institute, Advance Level.
Portuguese, Centro de Estudios brasileños.
ITILv3 Fundamentals.
Technical Skills Lenguages
Word, Excel, Power point, Outlook, Office 365.
Windows OS and HW/SW Troubleshooting.
Networking for Home and Small Businesses.
Knowledge about ITIL normative.
Network Fundamentals.
Routing Protocols and Concepts.
LAN Switching and Wireless.
WAN Technologies.
HW/SW Troubleshooting/usage knowledge about W11, W10, W7, W10, Mac, Android Mobile OS. 
Service NOW, Jira, SalesForce.
Monitoring tools, Dynatrace, Splunk, Sitescope, Aruba, ServiceNOW Monitoring module, SolarWinds, Nagios.
Bomgar, Teams, Zoom, Google Meet, Windows remote desktop, remote tools. 
Azure AD-Intune, Cloud computing TS.
Lenguages
Native Language: Spanish 
Second Language: English C1- 90%, 
Third Language: Portuguese 60%.