LUIS DIEGO VARGAS VARGAS

• Critical Support Management: Manage Severity A Microsoft cases, addressing high-risk and high-impact issues with significant financial implications. Ensure swift resolution to minimize business disruptions and maintain operational continuity.
• Global Collaboration: Work with engineers and teams from Microsoft globally, including Microsoft Entra, Networking, Defender, SCCM, and more. Provide effective solutions to complex problems through coordinated efforts, ensuring seamless integration and functionality.
• Application Deployment: Assist in deploying applications across various technological environments. Verify and resolve error codes related to application deployment failures, enhancing system reliability and user satisfaction.
• Compliance and Security Support: Implement and troubleshoot compliance policies to ensure system security and optimal performance. Address issues related to conditional access policies, encryption policies, TPM verification, and Defender policies.
• Detailed Analysis and Documentation: Analyze and document cases for customers with premium Microsoft licenses (E3, E5). Resolve complex issues in multi-platform environments, including Windows, iOS, Android, and Mac. Handle server management, hybrid integrations, cloud device verifications, and third-party integrations like Citrix Netscaler, APNs, Jamf Pro,SOTI MobiControl, and others.
• Metrics and Security Compliance: Ensure compliance with metrics and information security guidelines, protecting Microsoft assets. Regularly review and update security protocols to align with industry best practices.
• Research and Escalation: Conduct internal investigations and escalate cases to higher-level teams when necessary. Utilize tools such as ODC logs, Diagnostic logs, Crash reports, Android logs, and PowerShell queries for VM deployment and customer environment verifications.

• Customer Consultation: Provide expert advice to customers on the use and performance of network devices and systems, including detailed explanations of network environments and configurations tailored to commercial buildings and retail stores.
• Network Security Verification: Conduct thorough verification of network security measures, including the assessment of network topologies, IP and port configurations, and overall network setup to prevent unauthorized access and ensure robust cybersecurity for commercial environments.
• ISP Performance Testing: Perform detailed tests to identify and resolve ISP-related issues, such as voltage spikes, bandwidth limitations, and latency (ping) problems, ensuring reliable and high-speed internet connectivity for business operations.
• Protocol Analysis and Troubleshooting: Utilize tools like Wireshark and HAR Trace to capture and analyze network traffic, identifying and troubleshooting protocol-specific issues to enhance network efficiency and security.
• DHCP Server Troubleshooting: Address and resolve issues related to DHCP server configurations, ensuring proper IP address allocation and network connectivity for end users.
• Authentication and VPN Settings: Troubleshoot authentication issues and VPN settings to ensure secure and seamless remote access for users, maintaining the integrity and confidentiality of network communications.
• Net Trace Analysis: Conduct net trace analysis to diagnose and resolve network performance issues, ensuring optimal data flow and connectivity across the network.
• Third-Party ISP Coordination: Collaborate with third-party ISPs to document cases and set accurate expectations for end users, ensuring timely resolution of network issues and maintaining high levels of customer satisfaction.

• Provided attention and guidance to prospects regarding the university’s academic offerings, utilizing IT systems to streamline communication and information dissemination.

Database Management:

• Safely administered and updated prospect and client databases, implementing advanced IT solutions to ensure data integrity and security.
• Utilized Intune policies for enhanced data protection and employed Power BI for comprehensive reporting and analysis.

Sales and Customer Service:

• Followed up and closed sales using persuasion techniques, ensuring quality service and customer satisfaction through the use of CRM systems and other IT tools.
• Leveraged data analytics to track customer interactions and optimize sales strategies.

Data Analysis:

• Generated reports, analyzed data, and produced statistics on sales, goals, and clients using advanced technological tools using Tableu.

Constant Training:

• Conducted intensive training sessions every four months on the general information of the university’s careers, incorporating the latest IT tools and techniques to enhance learning and retention.
• Developed and delivered IT training programs to keep staff updated on new technologies and best practices.

Achievements:

• Successfully was part of a team that implemented a new CRM system that improved customer follow-up efficiency by 25%.

Financial Operations Management:

• Efficiently managed financial operations, including credit card transactions, utilizing advanced IT systems to streamline processes and enhance accuracy.

Information Protection:

• Verified and rigorously protected customer and company information, implementing robust IT security measures to safeguard data.
• Ensured the secure storage and validation of sensitive data by adhering to strict privacy protocols and leveraging encryption technologies. Utilized Intune policies for enhanced data protection and employed Power BI for comprehensive reporting and analysis
• Actively promoted credit cards and their benefits through digital media campaigns, leveraging IT platforms to increase visibility and sales.
• Provided training in technological tools and financial products to improve operational efficiency and employee proficiency.
• Designed and delivered IT training programs tailored to the needs of financial teams, enhancing their ability to utilize technology effectively.
• Actively promoted credit cards and their benefits through digital media campaigns, leveraging IT platforms to increase visibility and sales.