Technical support, incident manager, system operator

•	Analysis of issue and risk assessment of the incident.
•	Analysis of priority and severity to raise it as medium, high or Critical.
•	Triage if the issue is an incident or a defect with or without guarantee.
•	Manages critical incidents towards the resolution by fixing
the issue permanently or using a temporary remediation or workaround.
•	Running and improving Incident Playbooks and mitigation procedures.
•	Creation of Major Incident Reports after a High/Critical incident.
•	My principal aim is to mitigate the current impact on business.
•	Always in cooperation with Service Management, Service Operations Manager.
•	All communications are being made in English language.
•	As an incident manager, I am the intermediary between
technical teams and the bank.
•	Most used technologies: Dynatrace, HPSM, HP OPSA, HP OCI, JIRA, GRAFANA Y KIBANA
 

•	Customer care.
•	Incident resolution as 1st line technician.
•	System monitoring on Zabbix.
•	Resolution of Asterik issues.
•	Resoution of issues with Fortinet and Sophos firewalls.
•	Most used technologies: HPSM, Cacti, Zabbix, Nagios, Cisco, Fortinet, Sophos, Kaseya, Labtech, Office365, Outlook, Linux, Windows, Exchange, Commvault, BackupExec, Veeam Backup.

•	Manage and resolve low severity incidents.
•	System monitoring.
•	Restart of siebel services.
•	SAP: daily checklist, register new users, perform deployments.
•	Control of current changes: start/end time.
•	AS400: Monitor running jobs, restores and backups, manage CFT, BRMS, HMC.
•	Most used of technologies: OVO, TNG o Service Manager; HPSM.

•	Manage and resolve incidents with AS400
•	Manages inbound calls.
•	System monitoring

•	Manage and resolve low severity incidents.
•	System monitoring.
•	Restart of siebel services.
•	SAP: daily checklist, register new users, perform deployments.
•	Control of current changes: start/end time.
•	AS400: Monitor running jobs, restores and backups, manage CFT, BRMS, HMC.
•	Most used of technologies: OVO, TNG o Service Manager; HPSM.

Cisco networking course

Linux Professional Certificate.