MARCELO ESQUIVEL

Responsible for 2nd level client support and services. This position works closely with other IT departments for incident and problem resolution, and service request fulfillment within agreed service level.

Tasks performed:

• Maintain applications on end user devices: install/uninstall, troubleshoot, data recovery and maintain applications, products and equipment.
• Maintenance of end user devices: Identify, analyze and repair equipment failures. Order and replace parts/material as needed.
• Maintain other equipment including printers, scanners, warehouse equipment such as RDTs, etc.
• On-site hands and eyes for network and server equipment based locally.
• Determine, recommend and test which products or software best suit customer needs.
• Provides training guidance to end-users, ensuring delivery of high quality and proactive support.
• Escalate incidents to next level support when solution is unknown or cannot be solved within defined time frames.

Responsibilities:

• Provide first and second level support for incidents and service requests to business colleagues.
• Perform problem resolution and investigation into incidents.
• Take part in Technology projects as required, either as local IT colleague or as part of wider global endeavor.
• Maintains asset inventories, ensures stock of devices and peripherals is appropriate, orders new equipment etc.
• Training of new teammates that join the FSE group as needed.

Skills/Experience Used In This Position:

• Active Directory account maintenance
• Windows and Mac OS maintenance
• VPN (Cisco AnyConnect)
• Cisco IP Communication/Cisco Jabber
• PXE Boot/Autopilot/USB imaging
• Microsoft Teams, Zoom
• Citrix
• Office 365
• Hardware maintenance such as RAM/SSD/HD installation
• Bitlocker, etc.

• Provided technical support in call-center environment to employees working for the General Services Administration.
• This position required a public trust security clearance.
• Worked in conjunction with another Tier 2 team located in Somerset, KY which allowed me to improve my collaborative skills.
• Strong capacity to communicate with multiple users effectively while providing quality support in timely manner and maintaining customer satisfaction.
• Skillset include although not limited to: Customer Service, Technical Support, VPN/Cisco AnyConnect Mobility Client, Wireless Device Support, Microsoft Office Suite, Google Suite, Citrix XenApp + Receiver, Microsoft Windows 7 + 10, Adobe Acrobat, etc.

• Provided IT Support for Citi Bank users in various banking departments. Support services included multiple phases from application support to access/entitlements.
• Tasks performed were maintained in Exchange Servers (I.E: e-mail accounts).
• Strong capacity to communicate with multiple users effectively while providing quality support in timely manner and maintaining customer satisfaction.
• Worked in medium-sized team which enabled me to recognize the strengths of my peers to cultivate a teamwork environment that produced successful results.
• Skillset include although not limited to: Customer Service, Technical Support, Exchange Server, Active Directory, Microsoft Office Suite, MS Outlook, Application Support, Wireless Device Support

• Started as bank teller and advanced to Business Banker/Personal Banker 2.
• Learned importance of creating sense of urgency and also essential trait of accountability.
• Position was heavily driven by outstanding customer service, which in turn provided me the ability to develop strong customer service and communication skills.
• NMLS Registered
• Skillset included although not limited to: Customer service, Teller duties, Lending, Personal and Business Banking

• Acquired hands-on knowledge and practice of Systems Development Life Cycle while working with real customers and developers.
• Learned to communicate requirements submitted by customers to developers in a way that was easy to understand for both parties.
• Created and performed test cases and also participated in creation of user guides/training materials once modules were tested and ready to be implemented.
• Use of different programming languages and/or different methodologies: JAVA, MS SQL, JavaScript, Web Services, etc.
• Skillset included although not limited to: Information/Requirements gathering, Module and business processes design, development, implementation, testing, support and troubleshooting, Development of training materials for clients, Minor database management, Minor server administration, Technical document translation, Mediation meetings with clients' top management, etc.