Jordan Calderon Mendez
Country IT Specialist
Summary
Technical skills: Knowledge in MS Office 365( 2007, 2010,2013,2016) Programing Language C++ Azure MFA MFA VIP access Active directory DNS configurations VPNs Remedyforce Skype Teams Outlook Network Printer installation Intune Management Skills Project Planning Evaluations Review Vendors scout intermediate technician in industrial electronics Languages English (advanced) Portugués (advanded)
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Seeking to transition into new field with background developed in fast-paced IT environments. Developed skills in network management and cybersecurity, ensuring robust and secure systems. Committed to bringing technical expertise and problem-solving abilities to new challenges.
Experienced with IT infrastructure and support. Utilizes advanced troubleshooting skills to resolve technical issues promptly. Knowledge of network security protocols and systems management best practices.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Country IT Specialist
TUI Destination Experiences
07.2023 - 12.2024
- Management Tasks:( this tasks were only perform in the Costa Rica offices.)
- -Anual Budget Review( CAPEX and Opex)
- -KPIs, SLAs, meets and improvements
- -Finding vendors for the different company needs, such as: Priting services, telefony services, security services, AP laptops, DEP Ipads, also check and change the vendors proposals, based on the company Politics and Gov laws
- -searc for IT improvements in the Office, such as changing the UPS, implement de DEP Ipads and the AP laptops,e.t.c......
- -1:1 meetings with direct reports
- -Project planning
- IT specialist tasks: ( i perform this tasks on all the 3 offices)
- -Outlook,teams,onedrive and the all office apps troubleshoot
- -computer enrollment (intune)
- -Ipad enrollment (intune)
- -computer hardware troubleshoot
- -SAP account creation,verificatoin
- -several software installations
- -All IT assets inventory (cellphones,laptops,ipads,peripherals,monitors,POS,) using the Therefore app and also in Excel spreed shits
- Configured hardware, devices, and software to set up work stations for employees.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
- Established strong relationships with vendors, negotiating favorable contracts while maintaining high-quality products and services.
- Designed comprehensive IT policies to ensure compliance with industry regulations and best practices.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated closely with other departments to provide tailored technology solutions that addressed their specific needs or challenges.
- Implemented user access controls to minimize unauthorized access risks while preserving operational flexibility for authorized users.
Trilingual Support Engineer LV2.5
Tek Experts
01.2022 - 06.2023
- Identity account management:
- Help and troubleshoot Group management in the Azure portal
- Custom Roles, RBAC roles
- Monitoring of Sing in logs
- Virtual Machines creation
- PIMs Privilege Identity management
- Identity Synchronization:
- Monitoring of Azure AD connect health
- Help do a Sync with the Azure AD and the AD on prem, by using AD connect or cloud sync
- Troubleshoot and analyze AAD connect and cloud sync issues
- Identity Authentication:
- Troubleshoot and analyze AADSTS
- Analyze issue of Azure AD seamless SSO
- Analyze Azure AD MFA flows
- Creating and analyze Azure AD conditional access Policies
- Device registration
- Connected to computer of client using remote link to install programs and applications.
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
IT service desk Trilingual
Soluciones Creativas( DHL)
09.2022 - 01.2023
- Troubleshoot specific applications, such as, lotus notes, sap, verify accounts using Active directory system, ticket creation using Service now and troubleshoot Outlook, Teams, , repair of performance problems in computers, mapping of drives, installation of printers, basic DNS configuration, network troubleshooting, configuration and troubleshoots of VPNs
- Configuration and troubleshooting in various authentication systems: Azure MFA
- MFA (Microsoft multifactor authenticator)
- VIP access
- Intune
- Outlook troubleshoot
Trlingüal Technical Support Engineer
DXC technology
10.2021 - 08.2022
- Honeywell account:
- Job specifications:
- Troubleshoot specific applications, such as ariba, concur, lotus notes, sap, verify accounts using Active directory system, ticket creation using remedyforce, and troubleshoot Outlook, Teams, Skype , repair of performance problems in computers, mapping of drives, installation of printers, basic DNS configuration, network troubleshooting, configuration and troubleshoots of VPNs
- Configuration and troubleshooting in various authentication systems: Azure MFA
- MFA (Microsoft multifactor authenticator)
- VIP access
- Intune
Trlingüal Technical Support Engineer
Pertec global services(vendor for DXC)
08.2016 - 10.2021
- Honeywell account:
- Job specifications:
- Troubleshoot specific applications, such as ariba, concur, lotus notes, sap, verify accounts using Active directory system, ticket creation using remedyforce, and troubleshoot Outlook, Teams, Skype , repair of performance problems in computers, mapping of drives, installation of printers, basic DNS configuration, network troubleshooting, configuration and troubleshoots of VPNs
- Configuration and troubleshooting in various authentication systems: Azure MFA
- MFA (Microsoft multifactor authenticator)
- VIP access
- Intune
- Achievements:
- One of the best agents on this short period of time, right now participating on a give due to my performance
- I am also being included in other tasks inside the account
- And I got a promotion, so DXC is going to absorb me
Electronics internship
Parque De Diversiones
- Time Worked 3 months
- Supervised Practice Internship
- Functions: Maintenance Assistant for all Electronic Machines and more
- Internal functions Supervision of the entire Electronic Machines Area (video games 'tukis')
- I obtained a lot of knowledge in: Engines, general mechanical braking systems
Electronics internship
Hospital de Heredia
- Time worked: 2 months, Internship
- Functions: Maintenance Assistant of the Hospital San Vicent Paul
- Internal functions: repair of electrical installations (electrical outlets, ballasts, wiring ...)
- UPS review
Kanalua Sales agent
- Time worked: 6 months, Season Functions: Customer service, sales
Education
High School Diploma - Tecnico medio en electrónica industrial
Colegio técnico Profesional de San isidro de Heredia
Skills
- MS Office 365
Ticket management
Remote support
Hardware upgrades
Technical troubleshooting
Technical support
IT service management
Troubleshooting and Diagnostics
IT consulting
Quality assurance
Application support
IT documentation
Technical issue analysis
IT troubleshooting
Application installations
Troubleshooting
Analytical skills
Operations support
Administrative support
Problem-solving
Computer skills
Fast learner
Teamwork and collaboration
- Skype
- Remedyforce
- VPNs
- DNS configurations
- Active directory
- VIP access
- MFA
- Azure MFA
- C
- MS Office 365
Phones
- 60697591
- 22685445
Profile
Knowledge in MS Office 365 (2007, 2010, 2013, 2016), Programming Language C++, Azure MFA, MFA, VIP access, Active directory, DNS configurations, VPNs, Remedyforce, Skype, Teams, Outlook, Network, Printer installation, Intune, Project Planning, Evaluations Review, Vendors scout, Intermediate technician in industrial electronics, English, advanced, Portuguese, advanced
Accomplishments
- Best Employee in [Category] award.
- Supervised team of [Number] staff members.
- Resolved product issue through consumer testing.
Reconocido como uno de los mejores agentes por desempeño.
✅ Promoción y absorción por DXC tras destacada gestión.
✅ Participación en creación de artículos de base de conocimiento (KBAs).
Timeline
Country IT Specialist
TUI Destination Experiences
07.2023 - 12.2024
IT service desk Trilingual
Soluciones Creativas( DHL)
09.2022 - 01.2023
Trilingual Support Engineer LV2.5
Tek Experts
01.2022 - 06.2023
Trlingüal Technical Support Engineer
DXC technology
10.2021 - 08.2022
Trlingüal Technical Support Engineer
Pertec global services(vendor for DXC)
08.2016 - 10.2021
Electronics internship
Parque De Diversiones
Electronics internship
Hospital de Heredia
Kanalua Sales agent
High School Diploma - Tecnico medio en electrónica industrial
Colegio técnico Profesional de San isidro de Heredia
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