Jens Mcnaomh Sanchez

Freelance System Administrator & Technical Support Freelancer

1054
Location:Spanish Fork, Utah, United States
Profile:https://www.freelanced.com/mcnaomh
0
Kudos
4.0
2 Skills
$15
Rate/Hr
• 4+ years Manager experience (2006-2010).
• 2+ years Information Security experience (2008-2010).
• 2+ years Project Management experience (2009-2011).
• Hiring Experience.
• ITIL Certified.
• 10+ years experience in Global offshore and outsourcing.
• 10+ years experience in electrical systems for homes and Small buildings.

PROFESSIONAL EXPERIENCE:
Experian Services Costa Rica - Heredia, Costa Rica Sept 2011 – Present
Role: Senior Systems Engineer & Technical projects resource Responsible for documentation, deployment and troubleshooting of the complete IT Windows environment including, but not limited to: W2K3/8, Active Directory, backup solutions (Netbackup), Acronis, VMware, Virtual Centre, MSTSC, ILO, IIS, SQL, SCCM, SSL, Clustering, HP Server support, SIM, Bladelogic, AV.
Responsibilities:
• Building servers in physical, blade and virtual environments
• Incident management for critical and complex issues
• Problem management for the UK datacenters
• Change management process for UK datacenter
• Storage disk expansion using VERITAS Enterprise Administrator and Windows Server 2008 Disk Management.
• 3rd level support engineer for Change Management, problem and incident support
• Project resource for new business deployments

Hewlett & Packard Global Center Central America - San Jose, Costa Rica Aug 2010 – Sept 2011
Role: Enterprise Service Management - Project Manager Work on problems / projects of diverse complexity and scope. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. Leads and provides expertise to functional project teams and may participate in cross-functional initiatives.
Responsibilities:
• 1. Manages internal projects
o Requirements, people, account/client interactions and project deliverables
o Large/ complex/ single or multiple regions
o May include detailed design of sponsors’ high-level concept
o High risk
• 2. Manages project deliverables including business impact
o Meets or exceeds project deliverable deadlines within set approved budgets
o Provides reliable forecasts to Management
o Creates documentation for management, account/client and deliverables in fluent English
• 3. Manages stakeholder relationships
o Manages upper level stakeholder relationships
• 4. Manages project team
o Manages internal as well as external resources from multiple countries
o Mentors and encourages skill development of project team members
o Provides detailed performance review input
Worked on the tools team migrating HP client’s from legacy support tools into the new standard workflow and operations tool. Direct contact with Account Delivery Managers globally and project teams in several countries, including Brazil, USA, Canada and Europe.
Hewlett & Packard Global Center Central America - San Jose, Costa Rica May 2009 – Aug 2010
Role: Large Platform Security Team Leader and Level 2 technician. Operation management, team coaching. High quality delivery services through Incident, Escalation, Problem and Change Management. Monitor Customers’ SLO and SLA. Enforce Standard Business of Conduct among team members. Security compliance processes.
Responsibilities:
• Technical resource for escalations in all platforms supported. (S390, AS400, NonStop)
• Access control and account management in a multi-platform environment.
• Accountable to the Global Information Security Manager for SLA Customers’ delivery services.
• Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives.
• Recruited, hired, trained staff, and participated in staffing decisions.
• Security auditing and assessment for the supported clients in our operation.
• Security Verification Reports owner for all platforms supported in our team (S390, AS400, NonStop, Unix, Windows, Base24, Net24)
• First point of contact for the SSL certificate renewal and creation for bank’s webservers.
• Ensures service is rendered to client base in strict compliance with customer documentation.
• Analyze KPIs and metrics to maintain delivery performance.
• Assumes team’s accountability for SLA/SLO delivery.
• Drive escalations through correct remediation path/s.
As team manager and trainer for this operation I handled operation escalations, technical coaching and training for all new hires, plus all scheduling adherence, punctuality and performance conversations. I had to initiate remediation process for any work related issues within the team.

Hewlett & Packard Global Center Central America - San Jose, Costa Rica September 2006 – May 2009
Role: RMC Shift Manager & Backup & Storage Team manager Staff Manager, team coaching. High quality delivery services through Incident, Escalation, Problem and Change Management. Monitor Customers’ SLO and SLA. Enforce Standard Business of Conduct among team members.
Responsibilities:
• Accountable to the Remote Management Center Manager for SLA Customers’ delivery services.
• Manage 35 employees, scheduled work hours, and resolved conflicts in a multi-platform environment.
• Recruited, hired, trained staff, and participated in staffing decisions
• Global Center Central America focal point for accounts transition delivery.
• Single Point of Contact for Shift and Tower Escalation.
• Manage multiple tasks with different Global dependencies.
• Developed and implemented medium projects.
• Handle and commits projects as assigned in time frame and effort.
• Ensures service is rendered to client base in strict compliance with customer documentation.
• Mentor and manage Shift Managers’ team.
• Analyze KPIs and metrics to maintain delivery performance.
• Assumes on shift accountability for SLA/SLO delivery
• HP Data Protector Backup and restore application management.
Accomplishments:
• Actively collaborate in the ramp-up for Global Delivery Center Costa Rica start-up.
• Delivery Point of Contact for global customer transitions with Implementation & Transformation Team.
• Actively collaborate in the Run Book Automation project implementation and deployment for Costa Rica Best Shore Center customers.
• Actively collaborate in the Business Continuity Plan development and implementation in Global Delivery Center Costa Rica.
As team manager and trainer for this operation I handled operation escalations, technical coaching and training for all new hires, plus all scheduling adherence, punctuality and performance conversations. I had to initiate remediation process for any work related issues within the team.
Achualinca del Bosque - Alajuela, Costa Rica December 2008 – December 2010
Role: IT Support Engineer Deliver high quality service through Incident and ticket management. Technical support engineer for all HW and SW installed on the client’s data center.
Responsibilities:
• Administrator for following services and applications.
o Windows 2003 and 2008 Active Directory (GPO implementation, OU, groups and End user administration)
o IIS 6.0 and IIS 7.0 administration, ISA and TMG administration
o DHCP, DNS and file server administration
o PFSense VPN application Administration
o Symantec Norton corporate AV
o Apache Web server administration
o ESX and Hyper-v server administration (Physical server and virtual instances)
o Switchbox and Elastix PBX software administration
o Citrix Metaframe XP farm administration
o MS SharePoint 2007, farm implementation and administration
o CENTOS and openBSD basic server administration
• Monitoring performed for the following:
o CISCO PIX and ASA firewall monitoring for incoming connections
o Juniper Load balancer monitoring for performance and incoming connections
Responsible for Server building; application installation and testing. Datacenter hands on support engineer for all Hardware including network maintenance, network ports enabling and disabling.

Alienware-Dell - Heredia, Costa Rica October 2003 – September 2006
Role: IT department Supervisor Staff manager, team coaching. Deliver high quality service through Incident and ticket management. First point of contact for escalations, monitor the departments SLA compliance.
Responsibilities:
• Supervise on-site support team (7 people).
• Developed and implemented medium projects related to the company’s IT infrastructure.
• Responsible for IT operations in Costa Rica site.
• Review, assign and coordinate support incidents requested by team leads and higher management.
• Ensures service is rendered to company base in strict compliance with defined procedures.
• Follow up hiring process for new technicians and help desk contributors.
Sykes Latin America - Heredia, Costa Rica September 2000 – September 2006
Role: Senior Support Analyst Provide second level support for Intel customers. Coaching other team members. Deliver high quality service through defined company standards. Monitor Customers' SLA compliance.
• Provide second level support for Intel motherboards and server boards.
• Provide customer second level support for first level technicians.
• Provide technical support for Toshiba product. Work with customers located worldwide.
• Handle and close cases generated by customers using the ICIM and Siebel database.

PROFESSIONAL DEVELOPMENT:
• Hewlett Packard Costa Rica - 2010 San Jose, Costa Rica (TSO, Z/OS training)
• Hewlett Packard Costa Rica - 2010 San Jose, Costa Rica (Linux fundamentals, CentOS)
• Hewlett Packard Costa Rica - 2010 San Jose, Costa Rica (FreeBSD fundamentals training)
• Hewlett Packard Costa Rica - 2009 San Jose, Costa Rica (ESX server installation, configuration and support)
• Hewlett Packard Costa Rica - 2008 San Jose, Costa Rica (MSA1000, Storage fundamentals training)
• Hewlett Packard Costa Rica - 2008 San Jose, Costa Rica (Escalation Management Process)
• Hewlett Packard Costa Rica - 2008 San Jose, Costa Rica (Leading for Results)
• Hewlett Packard Costa Rica - 2008 San Jose, Costa Rica (ITIL certification training)
• Hewlett Packard Costa Rica - 2010 San Jose, Costa Rica (PMP & Project+ certification training)
TECHNICAL SKILLS:
Operating Systems: MAC OS X, MS Windows Server NT/2000/2003/2008, Desktop XP, Vista, Windows 7, Linux, Unix, ESX, IBM OS/390, IBM AS400, HP Tandem Non-Stop.
Other Software: MS Office, Project, Visio, Symantec Endpoint Enterprise, Norton Ghost Server, Microsoft WSUS administration server, HP Dataprotector, Vanguard Administrator for OS390 systems, Base24, Net24, Safecom for Nonstop systems, OpenFire IM Server, Exchange Server 2003, Citrix Presentation Server 4.0, SharePoint 2007 Server Administration. ILO, MSTSC, VMWARE ESX , Microsoft IIS web server, Microsoft ISA/TMG server administration, MS WSUS server, Apache webserver, PFSense Firewall and VPN SW.
Networking: 3Com, AVAYA (Switches), TCP/IP, DNS, DHCP, NAT, SMTP, MS ISA and TMG Proxy SW, Firewalls.
Database: MySQL, MSSQL
Telephone Systems: Avaya Phone System. Avaya CMS supervisor reporting tool. Asterisks (Elastix and FreePBX) and Digium Switchbox.
Certification: ITIL certified
LANGUAGES:
• Native Spanish, fluent English and fluent Portuguese, basic French.
OTHER EXPERIENCE:
• Due to my education and training in electricity and electronics I have performed home and building electrical wiring as freelance technical operator since 1999.

EDUCATION:
• Electronics Associate Degree. Colegio Universitario de Alajuela, Costa Rica 1999
• Electronics Associate Degree. Universidad Tecnica Nacional, Costa Rica 2013
• Computer Science Engineering. Universidad Estatal a Distancia. Costa Rica. Currently studying.
• Electronics Engineering. Universidad Tecnica Nacional. Alajuela, Costa Rica. Currently studying.