Darwin Fernandez
Middletown,NY
Summary
Dynamic IT professional with a proven track record at ISAGEN, excelling in process improvements and operational efficiency. Skilled in troubleshooting and fostering teamwork, I have successfully implemented Key Performance Indicators in ITIL-based solutions and enhanced service delivery. My attention to detail ensures optimal performance and compliance in fast-paced environments.
Overview
23
23
years of professional experience
Work History
Operator
PCG
03.2021 - Current
- Operated machinery and equipment to ensure efficient production processes.
- Monitored workflow and maintained quality standards throughout operations.
- Collaborated with team members to streamline daily tasks and improve productivity.
- Conducted regular inspections of equipment for optimal performance and safety compliance.
Service Technician Supervisor
ISAGEN
03.2014 - 02.2017
- Supervised service technician team, ensuring adherence to safety protocols and operational standards.
- Implemented process improvements (Incidents,Issues, Problems, CMDB, Availability, etc) that enhanced workflow efficiency in IT service operations.\
- Through the design, contracting, and operation of outsourced services for:
- Service Desk: End-user support for office automation, telephony, and SAP information systems, CA technolgies for help desk
- IT Operations Management (OOM): Administration, operation, maintenance, and monitoring of workstations, operating systems (AIX and Windows), middleware, databases (Oracle and SQL Server), servers (x86 and IBM-Power), connectivity and access (Cisco), security (Cisco and Fortinet), and unified communications, among others.
- IT infrastructure renewal under the "Infrastructure as a Service" model. - Implemented process improvements that enhanced workflow efficiency in service operations.
IT Analyst
ISAGEN
02.2007 - 05.2014
- Analyzed system performance to identify areas for improvement and optimize resource allocation.
- Collaborated with cross-functional teams to implement IT solutions that enhanced operational efficiency.
- Developed and maintained documentation for ITIL-based processes ensuring compliance with industry standards (COBIT, ITIL,etc).
- define, implement, and improve key performance indicators (KPIs) , service level agreements (ANS) and Operational level agreements (OLAs).
IT Technical Support Intern
MULTIENLACE
06.2002 - 03.2007
- Provided technical support for hardware and software issues, enhancing user experience. improve the end-user experience.
- Assisted in troubleshooting network connectivity problems, ensuring operational continuity.
- Documented support processes and solutions, improving knowledge sharing among team members.
- Collaborated with senior technicians to resolve complex IT issues effectively.
Education
Certificate of Technical Studies - IT Service Technology
COBIT
10-2015
ITIL Certificate - IT Service Technology
ITIL
07-2012
Bachelor of Science - Engineering
NATIONAL UNIVERSITY OF COLOMBIA
Medellin, Col06-2004
Certificate - IT Network
CISCO
03-2000
Skills
- Attention to detail
- Problem-solving
- Teamwork and collaboration
- Troubleshooting
Languages
English
Limited Working
Spanish
Native or Bilingual
Timeline
Operator
PCG
03.2021 - Current
Service Technician Supervisor
ISAGEN
03.2014 - 02.2017
IT Analyst
ISAGEN
02.2007 - 05.2014
IT Technical Support Intern
MULTIENLACE
06.2002 - 03.2007
Certificate of Technical Studies - IT Service Technology
COBIT
ITIL Certificate - IT Service Technology
ITIL
Bachelor of Science - Engineering
NATIONAL UNIVERSITY OF COLOMBIA
Certificate - IT Network
CISCO