José Luis Nieto Garzón

Providing inbound and outbound (Skype, web) IT support and resolution to Ezentis corporate clients in LATAM, creating tickets in REDMINE software, in Spanish and Portuguese. SQL knowledge and execution of queries & updates on Postgres database. Remote connection to servers throughout WinSCP, MobaXterm, putty, etc. Alarm monitoring with Zabbix software. Creation and translation from Spanish to Portuguese, of procedure manuals of different applications and mobile APK's.

www.directv.com.ar Coordination of the operations of the Help Desk, responsible for 5 technicians, generating tickets in an Access database created with the purpose of ticketing, maintaining an SLA around 97%. Technical support in general. Identification, investigation and resolution of complex technical problems. Creation and administration of procedure manuals.