- Reply rate:
- -
- Availability:
- Full-time (40 hrs/wk)
- Age:
- 37 years old
- Location:
- Ensenada, Baja California, Mexico
- Experience:
- 7 years
Jorge Luis Fernandez Diarte
Ensenada, Baja California 22760 - --/-
PROFILE:
1 year as AMS Support Engineer in charge of application troubleshooting, end client follow up,
Process Improvement status, weekly tickets reports, Issues root cause analysis updates and
general documentation.
3 years as Quality Assurance engineer in several service lines from Performance Monitoring
engineering to Service Transition (formerly Application Lifecycle Management). Experience in
script recording and testing in remote desktops as well as project auditing activities involving code
reviews and functional testing within several methodologies. SQA/TSQ process owner responsible
of New/Minor/Major Project Audits.
1 year and 2 months of experience as Advanced Service Engineer specialized in Tier-1
troubleshooting, by either email or live calls, escalating issues, creating tickets and follow with
support issues until resolution, train and write training documentation, main ticket SLA and repair
time frames. Applying IT knowledge and working with GPS devices testing documentation.
1 year of experience as a Services Intern in a technology engineering service firm providing realtime customer focused Tier 1 and Tier 2 technical support
PROFESSIONAL EXPERIENCE:
Softtek GDC Ensenada
Ensenada, Mexico
Functional Experience:
Tools:
Tools:
From: 13/02
To:
present
Application Development Technical Solutions Architect in charge of design and
customize services to suit customers' needs, advise customers on how best to use
available technologies, creation and update of relevant case studies. Craft and
reply answers to customers’ Request for Information (RFI) and Request for
Proposals (RFP). (March 2017-Present)
AMS L2 support engineer for production lines focused on ticket troubleshooting
(Jan 2016-March 2017)
Service Transition (formerly Application Lifecycle Management) team member
responsible for the SQA process, engineer in charge of tollgate revisions for
auditable projects as well as TSQ backup then main engineer handling code
reviews, security scans and functional/ security test case evaluations.
Configuration Manager for ALM service line. (Nov 2013-Dec 2015)
Performance monitoring engineer, incident manager in charge of recording scripts
for remote machines. (Feb-Oct 2013)
HP LoadRunner, QTP, Gomez, PMD, Yasca, Fiddler 2.0, HP Security Toolkit, Web Inspect,
BMC Remedy IT, eDesk
Cyber Control LLC
Functional
Experience:
AMS/QA Engineer
Las Vegas, Nevada (working
from
Hermosillo/Guaymas,Sonora)
Advanced Services
Engineer Tier-1
From: 04/11
To:
07/12
Full time Tier 1 Advances Services Engineer, handling tech support related to
Network issues, VoIP and SIP Protocols, CRM, and GPS devices using GSM
technology.
Microsoft Visio, VM Ware, EyeBeam, X-Lite, OpenVPN, Vtiger CRM, Microsoft Project,
Broadsoft, Open Source GPS, Open Office and Microsoft Office tracking/monitoring websites.
Cyber Control LLC (via
Vangtel)
Las Vegas, Nevada (working
from
Hermosillo/Guaymas,Sonora)
Functional
Experience:
Tools:
Services Intern
From: 11/09
Telecommunications services intern, handling customer service troubleshooting for
both clients/end users of VoIP telephony and both residential and business Internet
connectivity
Kaseya, X-Lite, Polycom VoIP phones, Broadsoft, Elastix, Open Office
EDUCATION:
Universidad Tec Milenio
MBA degree specialized in Marketing
Instituto Tecnológico De Estudios Superiores de Monterrey
Bachelor Engineering Degree in Information Technologies
Guaymas, Mex.
-
Hermosillo, Mex.
-
PROFESSIONAL DEVELOPMENT:
Self-taught Wifi, AutoCad and Solidworks courses
Guaymas
2012
Hotspot troubleshoot training from UK customer
Cyber Control,
Hermosillo
Cyber Control,
Hermosillo
2011
Softtek, Ensenada
2013
Quality Assurance training
2010
Six Sigma Green Belt training
ITIL Foundations training
Softtek, Ensenada
2015
Scrum Master Accredited Certification
Softtek, Ensenada
2016
LANGUAGES:
Spanish native, Fluent English (95%), Basic German (20%)
TECHNICAL/MANAGERIAL SKILLS:
Primary Profile:
Hardware:
Operating Systems:
Programming Languages:
Databases:
Others:
To:
04/11
Software/Hardware Engineer specialized in Telecommunications
Windows 10 and older versions
Windows 10 and older versions, Linux distributions Backtrack, Mint, Ubuntu
Java, C, C#, PHP
Microsoft SQL Server, MySQL, Oracle
Skilled in WEP/WPA Cracking, OpenVPN
