Sergio Alexander Perez Henao

Curriculum vitae PERSONAL DATA Name: Sergio Alexander Pérez Henao ID: - Address: Carrera 65g #17ª33 Cellphone: - - Date of birth: June 27 - 1991 Email address: - PROFILE Competitive professional with over 5 years of experience in several fields. I have focused on implementation roles and, leading consultation teams, implementors teams, help desks and application support. I have advanced knowledge in networking, conflict resolution, Genesys (call center software), English, Linux, Windows, telephony and cloud concepts I have lead implementation projects in Colombia and Ecuador, installing, configuring and monitoring Windows NLB Clusters, Windows and Linux servers, IP telephony and information security, also, I have been involved in integration with other vendors, for example, Redbox, NICE, Avaya and Cisco. EDUCATION Primaria: Instituto Ferrini Highschool: Instituto Ferrini Technological: telecommunications technologist Instituto Tecnológico Metropolitano Professional: Telecommunications Engineering (At Present) Universidad Nacional Abierta y a Distancia Languages: English Advanced COURSES Genesys: Genesys Certified Voice Platform 8.5 Genesys Genesys: PureCloud Core Professional (PCP) Genesys Telephony: SemCom (Telephony investigation group) ITM, Sponsored by Panasonic Google: G Suite Administrator Fundamentals Course WORK EXPERIENCE Position: Company: Time: Boss: IT Coordinator Americas South Pole Carbon Asset Management SAS December 2018 – at present Patrick Biber (Zurich) IT Coordinator Americas is responsible for running, contributing, and managing the IT Operations infrastructure for South Pole’s Americas region, within the IT Support Team. Also, carries out the planning, implementation and support for all the offices in the Americas, reporting directly to the IT Director. This coordinator manages all IT costs, service providers, and all outsourced IT services related to his role. The IT Coordinator maintains Legal and Regulatory compliance in all IT operations within his/her region, including information security. He provides guidance and support to protect the security and integrity of all information used by the company. He will also engage and partner with senior leaders and business and process owners to leverage emerging technologies to address strategic enterprise goals including enterprise and business applications, cyber security, end-user services, infrastructure and governance. Tasks realized: ● Run continual IT improvement programs and demonstrate improved service and increased IT engagement locally. ● Work with local business to agree and manage the local IT budget. ● Manage all third parties to ensure delivery of services meet contracted arrangement ● Provide local input into global business initiatives and escalate major requirements to IT Director ● Manage all locally based IT resources ● Provide second level support to users for OSX and Windows 10 with Google Suite. ● Be responsible for local Backups and Backup management. ● Support Unix / Linux related work ● Solve TCP/IP Network issues ● Provide input and support for GIS and technical areas when requested on a project ● Maintain quality service by establishing and enforcing organization standards ● Troubleshoot hardware and applications, provide technical support and problem solving ● Support security standards (antivirus, firewall, patching, two-factor authentication, access) ● Maintain user accounts, passwords, data integrity, system access & security within policy ● Assist with inventory budgeting, purchasing, approval and management to support operations ● Be responsible for network implementations and support for all offices located in America Position: Company: Time: Boss: Telephone: Support Analyst Information Systems Sudamericana June 2015 – October 2018 Luisa Fernanda Velásquez Cano- Tasks realized: • Support of Genesys systems, for the different company clients (Konecta, Emtelco), Provides technical and business advice to the clients and act as a leader to engineers or other consultants. Expert-level knowledge of the Genesys Contact Center applications. • Support on plataforms Windows Server 2000/2003/2008/2012, UNIX AIX Servers / Linux. • SQL Developer • Escalation Procedures with Professional services • OTRS (for ticket monitoring) • Monitoring SLA’s • Plan and execute the delivery of O2A solutions for meeting business and operational requirements • Define the initial scope/requirements of the solution and manage the scope during the lifecycle of the solution development and its deployment. • Networking (firewalls and security practices) and Voice over IP (VoIP), telephony • Leading Helpdesk Support Position: Company: Time: Boss: Telephone: Help Desk leader e-Consilium May 2013 – June 2015 Joseph Snider- Tasks realized: Provide 1st and 2nd level support to Loblaw LCL Canada TMS (Transport Management System) operation. Lead helpdesk supports for monitoring multiple environments, ITSM Procedures for Responding to Incident tickets, resolving and closing incident tickets, Escalation procedures, System workflows, System Integration to SAP and other systems. Manage scheduling, projects, problem resolution, and other responsibilities of the job. • Support using Windows Server 2000/2003/2008, UNIX AIX Servers / Linux. • Oracle 10g / PL/SQL 10.2.0.4.0 • SQL Developer • REMEDY CE Technologies • Leading Helpdesk Support • English environment • Escalation procedures with India and Canada. PERSONAL REFERENCES Name: Position: Telephone: Jorge Perez Henao Project Manager- Name: Position: Company: Telephone: Paublo Mejia Restrepo Operation Leader Tropicana- SERGIO PÉREZ HENAO CC-