Juan Carlos Fernandez Loaysa

Bilingual Spanish-English with incident event analysis and follow up expertise. A confident Incident Manager, ex-military, with extensive knowledge in technology monitoring tools and priority incident recommendations, with a background in customer service and user support. Work History- - Fiber Optics Field Technician NATO I OTAN, Bydgoszcz, Poland • Installed new users and relocated existing users on classified and unclassified networks following military cyber defense standards. • Deployed cable into buildings and through walls (fiber optics, color code cable and UTP cable) and performed required connections in switches, patch panels and distributors. • Performed evaluations and internal audits to subordinate branches. • Diagnosed and resolved integrated issues for implementation, maintenance and support of voice and data applications. • Processed Change Requests and Service Requests from Service Desk, Service Desk Technician /Incident Manager NATO I OTAN, Bydgoszcz, Poland • logged incidents and requests from end users in ITSM providing first-line investigation and diagnosis for inquiries and troubleshooting. • Managed lifecycle of incidents and change requests according to requirements of Service Level Agreement (SLA) and ITIL best practices. • Conducted regular inspections and on-site evaluations of subordinate branches based in Poland and abroad (Czech Republic, Slovakia, Hungary and Turkey). • Installed baseline images on users' workstations as well as hardware components. • Connected users' PCs to network, and enabled users' accounts in Active Directory. Juan Carlos Fernandez­ Loaysa Bolo Incident Manager Personal Info Address Toledo, Toledo, 45002 Phone - Skills ITIL Active Directory ITSM (Remedy) Lotus Notes Share Point Incident Management Staff Performance Evaluation Data Collection And Review Remediation Planning MS Office • Configured hardware, devices and software to set up work stations for employees. • Documented all transactions and support interactions in system for future reference and addition to knowledge base. • Patched software and installed new versions to eliminate security problems and protect data- Electronics and Telecommunications Specialist Spanish Air Force, Madrid, Spain • Installed and maintained audio equipment and CCTV cameras in indoor and outdoor premises. • Installed and maintained telephone and data lines with UTP cable and copper pair-cable (color coded) Present Bachelor of Arts: Design And Digital Creation Universitat Oberta De Catalunya - Barcelona (Spain- Associate of Applied Science: Business Management. Logistics And Marketing Institute Puerta De Cuartos - Toledo (Spain) - lndesign Illustrator Premiere Pro Adobe Audition Languages Spanish French Education 2019-02 - Photoshop High School Diploma Institute Los Castillos - Madrid (Spain) Certifications 2016-11 Deployable Optical Fibre Cable Technician 2017-10 ITIL Foundation 2018-11 Microsoft Share-Point EDMS 2018-12 Occupational Health and Safety Specialist (Basic level) 2018-10 English Cl IELTS Portuguese English