Hanzel Mena Ávila
Santa Ana
Summary
IT professional with a Bachelor’s degree in Computer Science and a Master’s degree in Project Management. Experienced in infrastructure support and system design, with a strong background in customer support. Skilled in delivering reliable technical solutions while effectively supporting users and business needs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Principal IT Infrastructure Associate
Eurofins
06.2020 - Current
- -Deploy, maintain and monitor .NET applications in production and pre-production environments
- -Lead migration and upgrade projects involving different environments
- -Work with Azure, Jenkins, Chef, Octopus and others.
Senior Application Support Specialist
DHL
10.2018 - 05.2020
- -Maintain service production and pre-production environments and systems
- -Drive Service Improvement Plans to continuously improve service performance
- -Perform capacity planning, monitoring and systems tuning to ensure service availability and performance.
3L Web System Engineer
Intertec International
03.2018 - 10.2018
- -Acts in a lead technical role providing technical guidance and consultation with developers, clients and IT management for web systems environments.
- -Utilizes advanced technologies and methods to integrate web systems with existing systems, enabling the creation of new or expanded web enterprises
L3 SWAT Customer Solution Engineer
Micro Focus
09.2016 - 03.2018
- -Be the top technical resource for Service Manager.
- -Work on integrations with UCMDB and Connect-IT.
- -Be the point of contact between Research and Support.
L2 Premier Customer Engineer
Hewlett Packard
07.2013 - 10.2016
- -Work on more challenging technical issues
- -Solve integrations between different products including third-party applications.
- -Provide a more specialized service on both technical and customer service.
L1 Customer Solution Center- Technician
Hewlett Packard
07.2010 - 02.2013
- -Investigate deeply on new implementations and security protocols.
- -Solve critical issues in a time-sensitive environment.
- -Provide technical solutions in critical production systems.
Education
Master Degree - Project Management
University For International Cooperation (UCI)
01.2016
Bachelor's degree - Computer Engineering
Latina University of Costa Rica
01.2012
Skills
- Linux: Basic knowledge of the system, such as system administration and maintenance
- Windows Server administration knowledge
- Web tools like Tomcat, Apache and IIS
- Data Base knowledge in SQL
- Experience on Server – Client tools
- Ease on research and troubleshooting
- Experience in customer service
- Experience handling critical situations on site
- Able to collaborate with peers and clients alike
- Ease for planning and analysis
Certification
- Technology Services Industry Association, Certified Support Professional I
- Impact Learning Systems International Certificate of completion in Getting to the heart of Technical Support
Languages
English: High level speaking and written.
Spanish: High level speaking and written.
Timeline
Principal IT Infrastructure Associate
Eurofins
06.2020 - Current
Senior Application Support Specialist
DHL
10.2018 - 05.2020
3L Web System Engineer
Intertec International
03.2018 - 10.2018
L3 SWAT Customer Solution Engineer
Micro Focus
09.2016 - 03.2018
L2 Premier Customer Engineer
Hewlett Packard
07.2013 - 10.2016
L1 Customer Solution Center- Technician
Hewlett Packard
07.2010 - 02.2013
Bachelor's degree - Computer Engineering
Latina University of Costa Rica
Master Degree - Project Management
University For International Cooperation (UCI)