Complex problem-solver with analytical and driven mindset. Dedicated to achieving demanding development objectives according to tight schedules with impeccable quality
I'm remaining open to continuous learning.
Hi, I’m
Daniel Jimenez
IT Engineer & Technical Lead
Summary
Overview
8
years of professional experience
18
Certifications
2
Languages
10
years of post-secondary education
Work History
KyndrylHeredia
Technical Lead
04.2022 - Current
Job overview
- Investigated system issues and implemented resolutions to reduce downtime.
- Evaluated and adopted new technologies to address changing industry needs.
- Identified value opportunities to exploit product for maximum business effectiveness.
- Supervised architecture, design and implementation of company-wide platforms and applications.
- Advised management, business and technical staff on solutions using specific domains or technology.
- Wrote, updated and maintained project documentation.
- Developed and introduced IT strategies to improve operational efficiency.
- Trained personnel on use of IT tools and applications.
- Onboarded new employees with training and new hire documentation.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Identified, analyzed and interpreted trends or patterns in complex data sets.
- Collaborated with business-unit leaders to identify and prioritize problems.
- Used statistical methods to analyze data and generate useful business reports.
- Created dashboards to monitor and track key performance indicators.
- Managed onboarding and offboarding of employees.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
KyndrylHeredia
Senior IT Support Engineer
09.2021 - Current
Job overview
- Communicated with clients to verify roots and causes of computer problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Patched software and installed new versions to eliminate security problems and protect data.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Created user accounts and assigned permissions.
IBMHeredia
IT Support Specialist
04.2020 - 09.2021
Job overview
- Provided Tier 2.5 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
SmileDirectClubCartago
Setup Clerk
12.2019 - 02.2020
Job overview
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Reviewed files, records and other documents to obtain information to respond to requests.
Uber
Customer Support Representative
04.2016 - 03.2017
Job overview
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Contributed ideas and practical solutions to support process improvement efforts.
Education
Universidad Estatal A Distancia Costa Rica
Bachelor of Science from Computer Engineering
09.2019 - Current
University Overview
Cisco Networking AcademyCosta Rica
Associate from First Module
University Overview
University of Costa RicaCosta Rica
Undergraduate from Chemical Engineering
03.2014 - 12.2019
University Overview
Skills
Cybersecurity Best Practice Implementation
Mentorship and coaching
Automation methods
Technical Analysis
Virtualization technologies
Technical Writing
Virtualization
Medium-Scale Data Bases
Active Directory
PowerShell ISE
BeyondTrust PRA
Windows Servers
Privileged Access Management
Microsoft O365 Exchange
Linux Foundations
Certification
900 Microsoft Azure Fundamentals - IT College
Timeline
Technical Lead
Kyndryl
04.2022 - Current
Senior IT Support Engineer
Kyndryl
09.2021 - Current
IT Support Specialist
IBM
04.2020 - 09.2021
Setup Clerk
SmileDirectClub
12.2019 - 02.2020
Universidad Estatal A Distancia
Bachelor of Science from Computer Engineering
09.2019 - Current
Customer Support Representative
Uber
04.2016 - 03.2017
University of Costa Rica
Undergraduate from Chemical Engineering
03.2014 - 12.2019
Cisco Networking Academy
Associate from First Module