Eduardo Galvez
Woodbridge,VA
Summary
Rational IT Operations Support with 13 years of experience enhancing operations for organizations through information systems solutions. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
Work History
IT Operations Analyst II
Moneygram International
01.2022 - 03.2024
- Support and verify function ability from multiple platforms.
- Monitor multiple environments responding to system requests and outstanding replies.
- Create/Update incident/change ServiceNow/Salesforce lighting dashboard.
- Support changes as needed (System maintenance.
- Research and respond to batch processing delays and escalate as needed.
- Handle Ad Hoc Requests.
- Windows 11/10/7 troubleshooting and reinstallation.
- Follow established escalation procedures reporting any delays or problems to the lead or manager.
- Enhanced team collaboration by developing and maintaining comprehensive documentation for IT procedures and policies.
- Promoted adoption of best practices within the team by providing training sessions on new tools, technologies, and methodologies relevant to IT operations analysis.
- Handling SEV1/2 bridge calls analyzed network, application, APIs setup from client and resolved issues in order to keep revenue/productivity in timely manner.
- Optimized IT operations by implementing effective monitoring and incident management processes.
- Setup PC peripherals through remote sessions for onboarding or troubleshooting processes.
Tech Support Tier3
TELUS / Moneygram
02.2020 - 12.2022
- Support and verify function ability from multiple platforms.
- Monitor multiple environments responding to system requests and outstanding replies.
- Create/Update incident/change ServiceNow/Salesforce lighting dashboard.
- Support changes as needed (System maintenance.
- Research and respond to batch processing delays and escalate as needed.
- Handle Ad Hoc Requests.
- Windows 11/10/7 troubleshooting and reinstallation.
- Follow established escalation procedures reporting any delays or problems to the lead or manager.
- Enhanced team collaboration by developing and maintaining comprehensive documentation for IT procedures and policies.
- Promoted adoption of best practices within the team by providing training sessions on new tools, technologies, and methodologies relevant to IT operations analysis.
- Handling SEV1/2 bridge calls analyzed network, application, APIs setup from client and resolved issues in order to keep revenue/productivity in timely manner.
- Optimized IT operations by implementing effective monitoring and incident management processes.
- Setup PC peripherals through remote sessions for onboarding or troubleshooting processes.
Remote Helpdesk Support
Motiva Network Long Island
02.2019 - 01.2020
- Ensured data security with regular system maintenance tasks including patching, updates, backups, and antivirus scans.
- Coordinated with vendors for hardware/software upgrades or replacements when needed for optimal system functionality.
- Boosted end-user productivity through effective remote assistance using various tools such as Connectwise, Labtech, Remote Desktop, and VPN connections.
- Administrate, update and setup Active Directory Servers, O365 Admin, Microsoft Exchange Servers.
- Windows 10/7 troubleshooting and reinstallation.
- Proactively identified potential IT issues through routine audits of systems'' logs, alerts, and reports.
- Troubleshoot and fixed issues in Mac/Apple devices.
- Use of Connectwise to documented knowledge base with technical issues and solutions to enable tracking history and maintain accurate logs.
- O365 and OneDrive setup, training and walkthrough to clients.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone.
Tech Support Tier1
Concentrix / Microsoft
08.2016 - 02.2019
- Evaluated potential software applications for compatibility with current systems, recommending effective solutions when appropriate.
- Windows 10/8/7 troubleshooting and reinstallation.
- Peripheral setup.
- Use of LogMein to performed various task.
- Organized and facilitated workshops to teach peers about trending technologies and industry best practices.
- Mentored new Teen Tech Members, providing guidance on program goals and expectations.
- Continuously improved professional skills through training, certifications, and participation in relevant industry forums, ensuring up-to-date knowledge on emerging technologies.
- Use of ticketing system improvements that led to more accurate tracking of support requests and faster response times.
- Managed high call volumes, prioritizing tasks to ensure timely responses and resolutions for all inquiries.
- Diagnosed and troubleshot hardware, software and network issues.
Tech Support Tier2
Concentrix / Dell/Alienware
08.2011 - 07.2016
- Patched software and installed new versions to eliminate security problems, protect data and enhance equipment performance.
- Windows 10/8/7 troubleshooting and reinstallation.
- Peripheral setup and troubleshooting in remote sessions using Logmein.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Diagnose PC/laptop through various test and sent part with onsite technician to fix issues.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Streamlined helpdesk processes by creating detailed documentation and updating knowledge base articles.
- Implemented an automated ticketing system that streamlined helpdesk workflow while improving response time metrics.
- Provided after-hours support to ensure continuous IT service availability during critical business periods or outages.
Education
CERTIFICATION -
COMPTIA
10.2022
01.2021
Associate of Arts - Culinary Arts
ITCA FEPADE
EL SALVADOR2006
High School Degree -
Liceo Salvadoreno
El Salvador2002
Skills
- Network Troubleshooting
- Incident Management
- Software Installation
- Printer Support
- Remote Technical Support
- Customer service expert
- Hardware troubleshooting
- Hardware Repair
- Mobile Device Management
- Ticket management
Key Qualifications
- 12 + years of experience managing entry/high-end customers.
- Solid knowledge of ConnectWise Control, Labtech, LogMeIn, ServiceNow platforms.
- Advanced knowledge and experience with Office suite, including 365 admin console, SharePoint, etc.
- Proficiency with use, installation and support for all Windows-based OS starting XP to Windows 10.
- Experience in advance troubleshooting computer (desktop, laptop, tablet) issues and triaging as needed to resolve requests for service in a timely manner.
- Extensive experience in the maintenance and installation of PC equipment (hardware)
- Fluent in reading, writing and speaking Spanish and English language, including the use of technical terms in the fields of computing and work in general.
- Knowledge of DNS (MX records, A Records, CNAME records, etc)
- Experience setting up RDP from initial setup. Setup includes migrating local files to RDP.
- Optimizing, troubleshooting and remote diagnostic of software and peripherals
- Basic level Windows Active Directory management task
- Knowledge of Splunk fundamentals and SQL
- Strong sense of urgency in managing and meeting Service Level Agreements.
- Ability to work adverse repair/installation environments and deescalate stressful situations.
- Capable of setting up and managing VPN within a firewall.
- Advising lower Tier Technical Representative of prompt solutions to reduce the percentage of future escalations.
- General knowledge with network topology and infrastructure.
Timeline
IT Operations Analyst II
Moneygram International
01.2022 - 03.2024
Tech Support Tier3
TELUS / Moneygram
02.2020 - 12.2022
Remote Helpdesk Support
Motiva Network Long Island
02.2019 - 01.2020
Tech Support Tier1
Concentrix / Microsoft
08.2016 - 02.2019
Tech Support Tier2
Concentrix / Dell/Alienware
08.2011 - 07.2016
CERTIFICATION -
COMPTIA
Associate of Arts - Culinary Arts
ITCA FEPADE
High School Degree -
Liceo Salvadoreno