Shadow Robot

System Administrator• September 2020 - March 2021

I worked as a System Administrator for Shadow Robot.During my day to day responsibilities I was the system administrator for a few linux servers, mostly debian based which ran a couple of services (openvpn, svn, cron and others). I performed weekly backups on these systems together with rutine maintenance tasks when it was required.

I handled the company's email flow with Google Workspace's admin console and their Microsoft 365 licenses for their Microsoft Office Applications.

Remote management was done via ssh or Teamviewer's Management Portal. Bitdefender Central's Gravity console was used for antivirus under Windows/Linux/Mac.

Remote KVM tools and UPS were in place to ensure remote support and continued service for critical infrastructure in case of a momentary loss of power.

End user support was done by me with a user base of around 60 people working from home and remote offices.

Providing these users with the training courses on various topics like Introduction to Linux, Cyber Security Awareness or how to use certain company specific software and applications were prepared and hosted by myself.

Tetra Pak

IT Analyst • September 2017 - September 2020

I worked as a Deskside Support Analyst for Tetra Pak`s main office in Madrid with a user base of 800 users on site and 50 Field Engineers working remotely. General duties of incidents and request fulfillments were performed using an ITSM Ticketing System following ITIL practices in a multinational and multicultural environment. I partook both in local and global projects with focus on Networking, installation and replacement of switches, routers, access points and additional network devices. Most network related troubleshooting was handled by me via ssh into Cisco switches and using single pane of glass portals like Cisco Prime or Solarwinds Orion while liaising with Network and Unified Communication's team overseas.

SDL Plc (Previously Donnelley Financial Solutions)

IT On Site Support Engineer • September 2015 - September 2017

I was working as an IT On site Support Engineer for the company's head office for Language Solution Department in Madrid. I was taking care of around a 175 users on site and around 85 users working remotely. Change Management on a local scope and many times being both 1st and 2nd line Analyst roles were part of the daily routine. I did maintenance tasks, racking and installing new equipment and retire old ones in the server room which included occasional troubleshooting working with remote teams as well. Using Active Directory I was part of the New Hire / Leaver processes making sure the user and computer accounts were correct and keep those records up to date. I deployed and packaged some of the locally required software in the office including maintenance scripts for computers with the help of PDQ Deploy and PDQ Invetory applications

BNP Paribas - UK Client Service Desk

IT Service Desk Analyst Level I and II • 2014 - August 2015

I started as 1st Line Service Desk Analyst at BNP Paribas UK Client Service Desk, underwent intense 2 - 3 weeks training in the company's headquarters in London City. After a demanding 4 months showing both technical and customer service skills while meeting challenging KPI expectations, I have been promoted to 2nd Line Service Desk Analyst position for Trading and Non Trading Support desks.

Working as 2nd Line Service Desk Analyst I had more time to solve and investigate deeper technical and complex issues and incidents where a deeper understanding and a broader skillset was required in IT. Issues with permissions or credentials,missing dependencies to successful application deployment on client machines were just a few examples of complex incidents and problems at BNP. An extensive use of both personal and corporate knowledge base of past incidents and know-how with additional liaise with 3rd level teams were mandatory most of the cases for a quicker and agile resolution

PageGroup

IT Support Specialist • 2013 - 2014

I worked as a Level I. IT Support Specialist for Northern Europe region at PageGroup's International Service Desk which included the handling and resolution of user's Incidents/Problems using an ITSM Ticketing System. I was in charge of User Management using Microsoft's Active Directory and also to Create or Modify Group Mailboxes and Mailing Lists with Microsoft's Exchange Console. I also had to create IT Technical Documentations and Procedures as well.

Fractalia Remote Services

IT Support Specialist • 2013

I worked as a Level I. IT Support Specialist on the company's domestic and international projects for the SOC Security team working with Various Monitoring Systems (Pandora FMS,HP Openview,Site Scope,Sentinel Nice) escalating and handling alarms in the monitoring systems, handling basic routine tasks and simple maintenance with both Network Backup Solutions such as Veritas Netbackup and Linux/Unix servers such as restarting services like Apache httpd or Tomcat or checking if a cron job successfully ran or not.

Grupo SMS

IT Support Specialist • 2012 - 2013

I worked as a Level I. IT Support Specialist on domestic and International projects providing remote support to clients such as NH Hoteles using a plethora of support tools while also handling incidents over the phone.