Henry Arthur Vincent

• Part of an offshore team based in the United States, Costa Rica, India, Philippines, and Bulgaria, that delivers mission-critical infrastructure services to some of the most recognized companies in the world including Halliburton, Brystol Myers-Squibb, GlaxoSmithKline, Anheuser-Busch, Fiserv, Commerbank, ClearXChange, among others
• In charge of developing and defining service improvement plans for the overall delivery, and the first point of contact for escalations, critical situations (incidents), change management, and root cause analysis
• Due to my role I have to host daily/weekly/monthly meetings with the client to track progress on ongoing projects/issues ensuring the SLAs are met
• Many PROJECTS are managed by my team, and it is my responsibility to ensure proper resources are assigned.
• Used coordination and planning skills to achieve results according to schedule.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Resolved problems, improved operations and provided exceptional service.
• Prepared variety of different written communications, reports and documents.
• Proved successful working within tight deadlines and fast-paced atmosphere.

• Position includes oversight of operations (working with Incident, Change and Problem teams), communication with the Account team and overall mentoring and coaching for the Wintel delivery team
• I am also involved on RTOP and critical incidents to provide leadership and technical expertise to restore the service
• The wintel infrastructure includes windows, ESX and Citrix components
• Key Responsibilities:
• Incident Management
• Lead the team and/or personally investigate and diagnose incident accurately and effectively
• Own the infrastructure
• Be proactive to anticipate issues or situations which impact service availability and critical response time
• Customer knowledge
• Develop in depth knowledge of the customer environment, and how the Windows systems relate to other infrastructure components
• Change Control
• Overall control of infrastructure changes for the environment
• Continuous improvement
• Identify and lead improvement plans for infrastructure
• Leverage Project and Operational resources to execute the required actions
• Represent Wintel
• Develop one on one relation with key account team and other stakeholders to represent the Wintel delivery organization
• Field Engineer support
• Programmed Patching of servers.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Increased customer satisfaction by resolving issues.
• Offered friendly and efficient service to customers, handled challenging situations with ease.

• Give over the phone technical support to Bimbo Corporation including:
• Software and Hardware support (PC and laptop)
• Active Directory Support
• Exchange Support
• Office Application Support
• Internal application support
• Ticket creation and followup.

Helpdesk:

• Network and server administrator.
• Hardware Problems, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PC specific Issues/Troubleshooting , phone support.
• Supervised the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
• Trained helpdesk staff on operational procedures and troubleshooting techniques.
• Help Desk support for up to 800-1000 users. Ensured that staff provided timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues. Assisted all office staff and instructors, both in person and via the phone.
• Planned and coordinated with vendors for acquisition of needed inventory.
• POC for all IT related projects.

Project management

• Successfully directed and managed project development from beginning to end for 3 stage growth plan across two buildings. Growth estimate per stage was for 350 users.
• Coordinated Multi-tier projects with different corporate IT departments.
• Received and processed stock into inventory management system.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Led projects and analyzed data to identify opportunities for improvement.
• Conducted research, gathered information from multiple sources and presented results.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Improved operations through consistent hard work and dedication.
• Created plans and communicated deadlines to complete projects on time.
• Collaborated with team members to achieve target results.

• Give client service support to different accounts assigned
• Responsibilities include:
• Incident/IT project Management
• Resolve any IT related issues and engage personnel to help in the resolution of problems
• Service level review and maintenance
• Client satisfaction
• Innovate and implement new technologies in order to make processes more efficient
• Find cost reduction opportunities in services/processes and projects
• Generate reports for internal clients..
• Developed and initiated projects, managed costs and monitored performance.
• Met project deadlines without sacrificing build quality or workplace safety.
• Maintained clear communication with precise technical writing to document and inform critical processes.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Planned, designed and scheduled phases for large projects.
• Identified plans and resources required to meet project goals and objectives.
• Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
• Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
• Facilitated communication between internal personnel, contractors and vendors for project cohesion.
• Led project teams through design, construction and launch process.

• Handled 25 calls per day to address customer inquiries and concerns.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Assisted customers by phone and email with purchased network devices.
• Helped clients with configuration and implementation of network devices.

• Upgraded site network and server farm for Sports book activities.
• Performed day-to-day LAN and WAN administration, maintenance and support.
• Configured networks for smooth, reliable operation to meet business processes and objectives.
• Maintained applications to keep software current with necessary software updates and upgrades.
• Implemented network security measures to minimize data loss.
• Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
• Monitored system performance and responded to alerts.

• Provided over the phone tech support to Proliant servers.
• Assisted in configuration of customer OS and server hardware.
• Worked with customers to understand needs and provide excellent service.

• Performed day-to-day LAN and WAN administration, maintenance and support.
• Configured networks for smooth, reliable operation to meet business processes and objectives.
• Implemented network security measures to minimize data loss.
• Monitored system performance and responded to alerts.
• Provided on-call support for network engineering duties.
• Maintained network hardware and software and monitored network to support network availability to end users.
• Identified and immediately resolved issues with network devices.

• Provided over the phone tech support to Cisco Firewalls.
• Assisted in configuration of customer Firewall, VPN concentrators and VPN configuration on routers.
• Worked with customers to understand needs and provide excellent service.
• Increased customer satisfaction by resolving issues.

• Provided English-Spanish translation support to 911 operators.

• Give software and hardware technical support for PC’s, Servers, local and network printers
• Server Management including: Exchange, SMS, Print & file Server, Remote Access, disaster recovery
• Installation, configuration, and maintenance of the organization's LAN server and workstations
• Acting as primary organizational interface with vendor and provide internal analysis and support
• Performance Management of a multiple hardware and software platform interface at the most complex level
• Diagnoses and resolution of failures in LAN, Server and PC Workstation equipment and software
• Management of disaster recovery functions for information systems
• Achievements:
• In charge of all server support, repair and implementations
• 500 users up and running including 320 PC, 25 network printers, 12 Zebra printers and 20 Netiers successfully installed and supported
• Highest availability and fast support response accomplished
• Contractor coordination
• Key contributor to excellent system availability indicators and high customer satisfaction
• Implemented key helpdesk support system for MIS and other departments
• Able to support operations startup in Ultra Park temporary offices
• Effectively supported ramp-up process of main plant in Global Park Free Zone ensuring MIS resources (PC’s, printers, support, etc.) availability.
• Troubleshot various technical issues dealing with printers, network and phone systems.
• Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
• Provided on-site technical support to users.
• Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
• Installed new hardware and software, patched systems and configured settings.
• Supported and maintained user account information.
• Installed and maintained Windows and desktop software, service packs, patches and anti-virus updates for 400 clients.
• Coordinated with vendors to obtain necessary components and maintain smooth operations.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Patched software and installed new versions to eliminate security problems and protect data.
• Helped streamline repair processes and update procedures for support action consistency.
• Configured hardware, devices and software to set up work stations for employees.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Removed malware, ransomware and other threats from laptops and desktop systems.

• Used remote diagnostic tools to identify sources of certain customer issues.
• Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
• Answered incoming support inquiries via phone and email.
• Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
• Investigated and corrected problems with printers, copiers and other peripheral devices.

• Provided Software and Hardware support by phone to Acer customers.
• Assisted internal engineers with technical escalations.