Jesús Armando Palacio Solano

ID: 8-878-2434

Professional Goals:

Help the progress and grow of the Company showing and probing my skills and abilities in the tech support, Succeed in life, and grow up as a better person with improvements and positive attitude, keep in touch with the global IT s and keep it them in my daily basis.

End user support via chat and remote access

- Office 2013 reparations, installations

- Fixing Outlook and PST

- Tech support via Email/chat about different software – hardware errors

- Troubleshoot Point of Sales technologies such as registers, software programs, back office, and multimedia training systems

- Analyze and report recurring issues with systems in branches, etc

- Work with POS support engineers and developers in optimizing software and hardware solutions

- Work after-hours on a rotating basis and weekends

- Test new hardware

- Work with tools ranging from Office applications to scripting and databases

Address: Panamá, Betania, Condado del Rey

Phones: 62035458– 366 – 2746

Date of Birth: March 31th, 1994

Email: Jesuspalacio31@gmail.com

Education:

Uni versidad Santa María La Antigua (USMA) - Eng. Informatics and Industrial Eng/ (Studying) – 2014

Instituto Técnico Don Bosco: ITDB – high school Diploma: Bachelor in science with informatics – 2011

Knowledge – Skills:

o Tech and support service for end user employees

o Server monitoring and support.

o Management Microsoft Office hardware configurations software applications, Internet, customer support thru chat/phone , acknowledge issues with good and fast response (Advanced)

o Ability to adapt to changes.

o Ease of effective communication, empathy, positive attitude, decision making, accountability, planning, immediate responsiveness, team motivation to achieve goals

o Ability to create change and flexibility.

o Good organizing events, a lot of creativity and effort into all projects to be undertaken.

o Ability to resolve issues by connecting into users or clients computers (home – office)

o Good computer skills, trouble shooting and tech support

o Willing to support the team as needed any back up etc.

o Handling of Microsoft Office package, advanced knowledge of internet,

o Advanced knowledge of the English language, smooth and eloquent communication with assertive techniques, high redaction techniques.

Professional Experience:

Company: Brinks Regional Services

Position: Help desk Analyst/NOC

Phone: 314-0400

Manager: Jaime Duran

Period: Marzo 2015 –

Abilities and Functions:

- Server Support. Troubleshooting overal/monitoring 24/7

- Maintenance and end user support to Brinks employess all over US – LATAM – CAN – EMEA(India)

- Software and hardware Troubleshooting

- Access and creation of AD accounts via AD Manager and active diretory

- Manage and implementacions of the cloud tools in office365.com

- Email creations, shared mailboxes and distribution list for Brinks employees

- Monitoring 24/7 of servers on US- LATAM-CAN

- Integration and support of brinks apps (via console, softphone and remote access)

- - Troubleshoot Point of Sales technologies such as registers, software programs, back office, and multimedia training systems

- - Analyze and report recurring issues with systems in branches, etc- - Work with POS support engineers and developers in optimizing software

and hardware solutions- - Work after-hours on a rotating basis and weekends- - Test new hardware- - Work with tools ranging from Office applications to scripting and

databases-

Company: Dell computers Panamá

Position: Tech Support Associate

Phone: 211-6797

Manager: Juan Lorenzo

Period: Marzo 2012– Junio 2014

Abilities and Functions:

- End user service support via chat and remote access

- Office 2013 reparations

- Fixing Outlook and PST

- Tech support via Email/chat about different software – hardware errors

- Help customer via desktop direct (remotely)

- Enter database info on office 2013 (excel mostly) about their IP address and others

- OS installations

- Server monitoring

- Outlook an and office repairs

- Use of online apps to help the users For Wellpoint

Company: Integrity Solutions

Position: Tech support, customer service

Phone: 236-7587

Manager: Cenobia Rodríguez

Period: April 2011 – March 2012

Abilities and Functions:

- Help customer thru phone regarding connectivity issues with (internet, DHCP and others)

- Get them thru the correct process

- Identify the causes of the issue and routers reset.

- Database collection.

Reference:

Yamitzel Fuller: 366-2746: ISAE

Rolando Castillo: 267-1745: Universidad de Panamá