Ismael Armando Acosta

_______________________________________________________________________ CV Ismael Acosta Calle Interior 1era # 19 Altos de Las Praderas Santo Domingo, Dominican Republic 10135 Telephone: -. Mobile: -. Email:- SYSTEMS ENGINEER / CUSTOMER SUPPORT 1ST – 3RD LINE Technology savvy self-starter, adept at moving into new environments and extrapolate from existing experience to quickly adapt to new technologies fluently. Has a First Rate Communication and collaboration skill to lead and work in concert with diverse groups. Possesses a Broad Range of Skills gained through establishing networks and infrastructures, website design and development from initial conception to completion, including customer liaison, design, testing and successful implementation within budget, scope, timescales and process limitations in a customer focused, multi-site business environment. ________________________________________________________________________ ADVANCED SKILLS AND KNOWLEDGE AREAS Technical support / customer care Network Administration Automation Software Linux/Unix Experience WANS / LANs Virtualization Hardware Maintenance MS Office suite 2016 Monitoring Systems Software installation Project Management Process development Solid scripting skills Solid Cloud experience Database Management EDUCATION & PROFESSIONAL ISE MCSE ACMT CCNA DEVELOPMENT Information Systems Engineering (UNAPEC) (NT4) MS Certified Desktop Technician Apple Certified Macintosh Technician Cisco Certified Network Associate (Capacity IT) - Other courses: Microsoft Windows Server 2008 (planning, implementation and maintenance), Active Directory Infrastructure, Windows XP Workstation, Windows 200 Server and Workstation Administration. PROFESSIONAL EXPERIENCE AND ACHIEVEMENTS Support Engineer Sept 13 – Sept 19 Advensus Call Center Services Performed as a Second tier Help Desk Technician providing solutions for every day issues. Installing, configuring, testing and maintaining operating systems, application software and system management tools. Managed all on site installation, repair, maintenance and test tasks Building positive relationships with clients. Directed unresolved issues to the next level of support personnel Diagnosing errors or technical problems and determining proper solutions Cooperate with technical team and share information across the organization Produce timely and detailed service reports Comprehend client requirements and make appropriate recommendations/briefings. Proactively ensure the highest levels of systems and infrastructure availability _______________________________________________________________________ _______________________________________________________________________ PROFESSIONAL EXPERIENCE AND ACHIEVEMENTS (CONT) IT MANAGER Aug 12 – Jul 13 Baskin Robins (HELADOM): Held multifaceted responsibilities to configure install and administer network infrastructure that supported staff of 150 personnel. Fulfilled administrative responsibilities including the addition and changes to online user and email accounts. Configured and monitored Online User accounts using SQL Server Database. Frequently assisted GM in various administrative duties. Implemented a major project, system policies and roaming user profiles that involved testing all real time systems. Provided 1st – 3rd line support. Assisted in the launch of a new service making sure all the elements involved were working at standards and all data was transferred correctly. Reviewed all software used and wrote accompanying documentation for staff handbook. User Support: Sole responsibility for 13 stores nationally. Worked with Budgets and distributors for several important purchases on behalf of the company. Built and tested servers and PC’s to test new software and upgrades. Improved CCTV configurations and implemented processes that simplified previous ones by allowing staff to access remotely. Personal: Date of birth: Interests / pastimes Computing. Driving license 1981. Photography, music, Basketball, Full Clean. _______________________________________________________________________ References available on request. __________________________________________________________________________________________________________