Andres Felipe Zapata Parra
New York
Summary
Results-oriented professional with expertise in team development and alignment with company values. Demonstrates exceptional organizational skills and effective time management. Committed to leveraging capabilities in various settings to drive organizational success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
SR. Technical Services Engineer
AIG
New York
10.2011 - Current
- Provided remote technical assistance for over 1,500 users using Bomgar.
- Resolved technical issues for C-level executives and senior management, ensuring minimal disruption to operations.
- Supported Windows 10 migration project.
- Participated on Wise Terminal deployment and Migration.
- Tested applications and hardware, before deploying workstations to end users.
- Provided Remote VPN connectivity support to end users.
- Assisted users on Wireless connectivity issues using Mobilenet, EMPnet and Guestnet.
- Performed proper maintenance of desktops, laptops, and peripherals.
- Managed MPS printing services, facilitating smooth document workflows for end users.
- Provided technical support for Apple products to end users.
- Supported Airwatch application.
- Supported RSA Application.
- Supported OKTA authentication.
- Supported Global Protect VPN
- Windows Desktop Administration.
- Microsoft OneDrive support
- Supported Webcasts, Video Conferences and Town Halls at the Conference Center.
- Supported Conferences using ATT Connect, Cisco Webex, Zoom and Telepresence.
- Assisted Photo and Video sessions at Conference Center.
- Achieved and maintained SLA compliance above 97%, enhancing service reliability.
- Running and analyzing inventories of all assets
- Working with asset management systems and tracking technologies
Client Field Technical Services Analyst
Citi Group
Queens
05.2009 - 09.2011
- Provided remote technical assistance for over 4,000 users using Ultra VNC, Net Meeting, and Remote Desktop.
- Collaborated with Windows 7 migration project team to test applications and hardware, deploying workstations to over 4,000 end users.
- Contributed to DSI image initiative project team for large-scale deployment of DSI workstations, ensuring timely rollouts.
- Responded to user service requests, resolving Peregrine Service Center and Resolve IT tickets efficiently to enhance user satisfaction.
- Provide Remote VPN troubleshooting and connectivity support for end users.
- Ensured compliance of hardware and software with internal policies and procedures.
Education
Bachelor of Technology - Computer Systems
New York City College of Technology, CUNY
Brooklyn, NY03.2009
Associate in Applied Science - Mechanical Engineering Technology
Queensborough Community College, CUNY
Queens, NY06.2002
Skills
- Microsoft Azure
- SCCM administration
- ServiceNow ticketing
- Software deployment
- VPN troubleshooting
- Device configuration
- VDI
- MDM solutions
- Remote support
- Remote diagnostics
- Business Continuity
- Windows 10
- Windows 11
- Office 365
- VPN Pulse Secure
- Global Protect VPN
- RSA Token Application
- Ms Teams phones
- Technical documentation
- Software maintenance
- Service desk operations
- Customer support
- Hardware integration
- Problem solving
- Oral Communication
Certification
- CIS Certificate Program, 05/01/01
- MCP (Microsoft Certified Professional), 01/01/05
- CompTIA A+ Certified IT Technician, 01/01/09
Timeline
SR. Technical Services Engineer
AIG
10.2011 - Current
Client Field Technical Services Analyst
Citi Group
05.2009 - 09.2011
Bachelor of Technology - Computer Systems
New York City College of Technology, CUNY
Associate in Applied Science - Mechanical Engineering Technology
Queensborough Community College, CUNY