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Work Background
McKinsey & CompanyCloud Infrastructure Engineer
Sep. 2018 - Oct. 2024Heredia, Costa RicaResponsibilities
Provide administration and technical support for McKinsey’s global infrastructure, cloud platforms, Windows Server, VMware and Active Directory environments.
Provide 2nd level support for the firm’s Citrix XenApp and XenDesktop infrastructure.
Collaborate with other infrastructure teams in the deployment, administration and support of infrastructure relevant to their scope. Achievements
Collaborated in a large project involving multiple infrastructure teams to update the IP addressing scheme for all firm offices in preparation of network security policy changes.
Assisted other infrastructure teams and local IT departments in multiple new office deployments or relocations.
Took part of an effort to update GPOs for all offices in preparation for the deployment of the firm’s new office naming standard.
McKinsey & CompanySenior Office IT Specialist
Oct. 2012 - Sep. 2018Heredia, Costa RicaResponsibilities
Provide IT and telecom support to local office colleagues.
Maintain and support local office infrastructure (conference rooms, printers, servers, network, audio/video equipment).
Preparation and deployment of new laptop and mobile handset hardware.
Manage local office IT hardware inventory (laptops, mobile hardware, accessories).
Manage relationships with local IT and technology vendors (ISPs, hardware, services). Achievements
Led the physical IT infrastructure and audio/video design and deployment for the new local office building and provided boots on the ground support to remote teams during the project. Assisted in the planning and provided support during the relocation to the new site.
Took over the physical IT infrastructure and audio/video design and deployment for the new firm site in Santiago, Chile, following through to the first day of business.
Led the physical IT infrastructure design and deployment for a local office satellite location.
Led the cleanup and re-design of multiple IT rooms in the former local office buildings.
Led the local office migration of all mobile services to a new service provider.
HostaricaIT Technical Support Engineer
Nov. 2009 - Oct. 2012San Jose, Costa RicaResponsibilities
Plan and perform service deployments and migrations for new and existing customers.
Troubleshooting and diagnostics of servers, storage, network and data center infrastructure.
Prepare servers and network hardware for deployment (OS installation, firmware updates, hardware upgrades, etc).
Develop technical support manuals and documentation. Achievements
Designed and deployed the physical IT infrastructure for the company's new office/NOC.
Led and completed a project for the development and deployment of a server/network hardware and IP inventory/management solution for the company's data center.
AlienwareIT Supervisor
May. 2006 - Sep. 2009Heredia, Costa RicaResponsibilities
Manage IT technician staffing and scheduling, assign and prioritize tasks and support tickets.
Perform diagnostics and troubleshooting of PC, server and network hardware.
Research, evaluate and recommend hardware and software solutions for the site. Achievements
Led the network infrastructure deployment and relocation of Alienware's manufacturing plant and HQ to a new site in Miami, FL.
Developed standardized build, support, and maintenance guides and procedures for PC and server hardware.
AlienwareProduct Service Manager
Jul. 2003 - May. 2006Responsibilities
Develop, document and deploy solutions to product lines major technical issues.
Develop and deliver technical support training for new and existing Alienware employees.
Test and validate new device drivers and software releases for various PC components.
Write technical articles, self-help and how-to guides for Alienware's technical support website. Achievements
Launched a self-help knowledge base for Alienware customers.
Launched a new CRM application/ticketing system for Alienware's call center.
Developed and deployed standardized technical support procedures for several product lines.
HostaricaIT Technical Support Engineer
Mar. 2001 - Jun. 2003
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