My responsibility was to manage and keep continuous up-time to the site's LAN and WAN link. As well as the IT infrastructure, this included LAN server, router, switches, office equipment and telecommunication equipment. My duties at the site included data back-up and recovery, collaboration and support management and employee’s IT business needs, including IT problem-solving & IT projects, training, and research. I was a member of the Help Desk’s desktop support team providing support for Windows systems via tickets, phone, email, chat, and desk side. Locally at the site I had to order, install, update, maintain, troubleshoot, and perform software and hardware infrastructure and desktop upgrades as necessary.
- Kept the Help Desk service level agreement (SLA) above 90% of weekly problems resolved (Remedy tickets).
- Projects in network & desktop migrations, and IT in general:
oMoved, on two different occasions, the IT department to a new physical location. The result was a successful move of all IT infrastructures with systems up and running.
oImplementation of a problem tracking system from paper and email to a client-server system for Latin American customers. The result was a one person call center for engine end users.
oImplementation of an employee time tracking system from paper to a client-server based system for office employees. The result was a system to automatically record employee’s hours at the PC login.
oTwo implementations of technology migrations (PC, laptops, servers, peripherals, software), including managing one person and leading 30 employees. The result was improved software delivery & installation, desktop deployment, and reduced desktop repair downtime.
oImplementation member of a private web portal for distribution clients. The result was a private web portal for accessing databases to support marketing, inventory, financials, service repair, company news, sales tracking and ordering.
oImplementation of the test and deployment of flat files for ordering engine parts. The result was the ability for each customer to order parts using their own ordering system.
oMigration of the sales ordering system from an Oracle mainframe application, to a Citrix delivered app, and finally to a web based system. The result was access to order parts and track shipments over the web.
oTrained users to keep them knowledgeable with the day-to-day business software. The result was improved productivity and reduced calls to the help desk.