Raul Santiago Barba Hayos
IT Helpdesk Specialist
Kitts Hill,OH
Summary
Seasoned Systems Specialist with over 7+ years of experience in managing and maintaining complex IT infrastructures. Expertise includes a diverse range of operating systems, virtualization, networking, and cloud technologies, facilitating the delivery of robust and efficient IT solutions. A deep understanding of security protocols and best practices has resulted in the successful implementation of disaster recovery plans, ensuring business continuity and minimizing downtime. Committed to driving organizational growth through innovative solutions, systems optimization, and strategic project management. A proactive approach to problem-solving and adaptability to emerging technologies enhance value in any IT environment.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Sr. Technical Support Engineer
Infleqtion
01.2024 - Current
- Serve as the primary escalation point for complex technical issues, managing incidents through Jira and email.
- Administer Active Directory accounts: create, modify, and disable user profiles, distribution lists, and security groups.
- Develop and execute PowerShell scripts to automate account provisioning, access management, and other tasks.
- Troubleshoot advanced issues in Windows desktops, Office 365, Outlook, Excel add-ins, VPN, and VDI performance.
- Generate and renew SSL certificates to ensure secure service communications.
- Monitor infrastructure performance with SCOM and Logic Monitor, proactively identifying and resolving service issues.
- Maintain and expand Confluence knowledge base with detailed technical documentation and troubleshooting guides.
- Collaborate with infrastructure and security teams to implement preventive measures and optimize service delivery.
Onboarding Coordinator
Executech
Guadalajara, MX
06.2022 - Current
- Act as the primary point of contact for new employees, ensuring smooth onboarding and access provisioning.
- Create and manage accounts, distribution lists, and permissions in Active Directory and related systems.
- Coordinate system and tool access for new hires, ensuring adherence to security protocols.
- Maintain updated documentation and guides for onboarding processes.
System Administrator
Executech
02.2022 - 06.2022
- Managed IT infrastructure, optimizing performance and reducing downtime by 25% through proactive monitoring.
- Implemented and enforced security measures, reducing incidents by 30%.
- Automated system tasks to improve operational efficiency by 20%.
- Provided Level 2 technical support for desktops, applications, and network issues.
Remote Desktop Support Engineer
Wipro
12.2021 - 02.2022
- Responded to and resolved critical incidents, reducing service downtime by 20%.
- Troubleshot issues with Outlook, Excel add-ins, and Windows VDI performance.
- Used ITSM tools to log, track, and resolve user-reported incidents while maintaining SLA compliance.
- Documented resolutions and preventive measures to improve future response.
Technical Support Engineer
Wipro
09.2021 - 12.2021
- Delivered remote technical support, addressing user issues related to applications, connectivity, and desktop performance.
- Escalated complex cases and collaborated with SMEs to ensure timely resolutions.
Service Desk Analyst
Tata Consultancy Services
07.2021 - 09.2021
- Served as first point of contact for technical issues, logging and categorizing incidents in ticketing systems.
- Provided step-by-step guidance to non-technical users, ensuring high customer satisfaction.
Technical Customer Support
Teleperformance
08.2018 - 09.2021
- Provided multilingual customer and technical support, assisting users with account, software, and hardware issues.
- Achieved high resolution rates while maintaining professional and empathetic communication.
Education
Bachelor in Cybersecurity -
Universidad Cuahtemoc
Guadalajara, MX 05.2001 -
Skills
Application support- Operating Systems: Windows, Linux
- Active Directory: User & Group Management, Permissions
- Networking Basics: DNS, DHCP
- Applications: Outlook, Excel, SharePoint
- Virtualization: VMware vSphere
- Backup & Recovery: Acronis
- Cloud: Azure
- Remote support
- Customer support
- Performance optimization
Timeline
Sr. Technical Support Engineer
Infleqtion
01.2024 - Current
Onboarding Coordinator
Executech
06.2022 - Current
System Administrator
Executech
02.2022 - 06.2022
Remote Desktop Support Engineer
Wipro
12.2021 - 02.2022
Technical Support Engineer
Wipro
09.2021 - 12.2021
Service Desk Analyst
Tata Consultancy Services
07.2021 - 09.2021
Technical Customer Support
Teleperformance
08.2018 - 09.2021
Bachelor in Cybersecurity -
Universidad Cuahtemoc
05.2001 -
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