JEFFERSON OSORIO

Summary

Accomplished Infrastructure and ITSM Architect with over a decade of experience driving technical excellence in mission-critical environments. Expert in the end-to-end lifecycle (Administration, Implementation, and Development) of enterprise-grade platforms including Micro Focus SMAX, Nagios XI, and CA Service Desk. Specialist in cloud-native containerized deployments, ADFS security integrations, and aligning IT operations with COBIT and ITIL governance. Recognized for architecting unified BI ecosystems that transform raw infrastructure data into strategic executive insights.

Overview

years of professional experience

Work History

Senior Engineer / Enterprise Platforms Lead

MAINT

08.2018 - 06.2022

Served as the lead Administrator and Developer for SMAX, Nagios XI, and Power BI, overseeing platform health and feature releases.
Managed enterprise Windows Server environments (DNS, DHCP, WSUS) and utilized PowerShell to automate security compliance and routine tasks.
Provided advanced DBA support for SQL Server and MySQL, ensuring data integrity and optimized query performance.

Service Desk Lead

SYNERGY

01.2015 - 08.2018

Directed all Service Desk operations, ensuring rigorous SLA compliance and leveraging data-driven metrics to optimize team performance.
Standardized ITIL-based workflows for Incident Management and Root Cause Analysis (RCA) to minimize business downtime.

IT Technician

JUNTA DE BENEFICENCIA DE GUAYAQUIL

03.2013 - 01.2015

Provided cross-platform technical support (Windows, macOS, Linux) and managed specialized IBM AS/400 and Citrix environments.
Automated manual operational workflows through custom scripts and tools.

Education

Bachelor of Science - Computer Science

Salesian Polytechnic University

Ecuador

Skills

Micro Focus SMAX
Nagios XI
CA Service Desk Manager
Windows
Linux
Ubuntu
CentOS
MacOS
Power BI
Advanced Data Modeling
DAX
Power Query
Google Cloud Platform
AWS

Docker
Kubernetes
ADFS
Windows Server
Active Directory
IBM AS/400
Citrix Solutions
IBM i Monitoring
SQL Server
MariaDB
MySQL
PowerShell Scripting
Shell Scripting

Websites

www.linkedin.com/in/jefferson-osorio-8aa03483

Languages

English, Professional Working Proficiency (Fluent)
Spanish, Native

Strategic Projects - Bank of pacific (Ecuador)

Unified IT Governance & BI Ecosystem Transformation

Cross-Platform Integration: Architected a centralized reporting ecosystem in Power BI, integrating disparate data streams from SMAX, Nagios XI, and CA SDM to establish a single source of truth for the organization.
Strategic Reporting: Designed high-impact executive dashboards to visualize real-time KPIs for Service Desk performance and server health, providing stakeholders with total operational transparency.
Cloud-Native SMAX Deployment: Spearheaded the migration from legacy systems to Micro Focus SMAX using a containerized architecture (Docker) in the cloud, implementing ADFS for secure, enterprise-wide Single Sign-On (SSO).
Critical Observability: Deployed Nagios XI to monitor the bank’s most sensitive server infrastructure, creating a proactive alerting framework that ensured the stability of core financial services.
Framework Compliance: Engineered all Service Catalogs and SLA structures under strict COBIT and ITIL standards to meet rigorous financial regulatory requirements.

Technical Core

ITSM & Monitoring: Micro Focus SMAX (Containerized), Nagios XI (Platform Admin), CA Service Desk Manager (SDM).
Multi-Platform Support: Expert-level troubleshooting and administration for Windows, Linux (Ubuntu/CentOS), and macOS environments.
Business Intelligence: Power BI (Admin & Developer), Advanced Data Modeling, DAX, Power Query.
Cloud & Infrastructure: Google Cloud Platform (GCP), AWS, Docker, Kubernetes, ADFS (SSO), Windows Server (2012-2019), Active Directory (GPO Expert).
IBM & Legacy Systems: IBM AS/400 (System i) Administration, Citrix Solutions, IBM i Monitoring.
Databases & Automation: SQL Server, MariaDB, MySQL, PowerShell Scripting, Shell Scripting.

Timeline