Mauricio Chaves

Role in charge of assisting on-site technicians with
escalated issues and requests. The role is also in charge
of assisting/implementing changes in the infrastructure
as per the internal project agenda.

The role mainly interacts with Azure, MS Admin suite,
Windows Servers (DHCP, DNS, GPOs, etc.), Sonic Wall
Firewall, Unifi Ubiquiti, Solar Winds, Threatlocker, etc.

Due to my inclination and studies in Cybersecurity, the
role currently has a strong emphazis on software
analysis with Threat Locker and Microsoft Security
Center.

Other responsibilities:

- Analyze and take security decisions on software
installation/usage requests via Threat Locker.
• Take action as needed on investigations created by
the Microsoft Security Center.
• Resolved escalated help desk tickets promptly,
providing high-quality support to end users
experiencing technical issues.
• Performed patching/updating on different services
and engaged with the vendors as needed
• Carry and implement changes as assigned and as
per the internal project agenda.

Specialized in the intricate virtualization tool vSphere, operating within complex environments that include ESXi hosts and vCenter servers.

Key responsibilities include providing expert bilingual support (English/Spanish) to IT Administrators across VMware's client base in Latin America.

• Worked with case queued with balances of around 10 service requests, and 3 daily new requests.
• Served as primary point of contact for support relating to owned solutions and products.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Performed root cause analysis of reported issues to enact corrections.
• Suggested software and hardware modifications to reduce lag time and improve overall speed.
• Maintained response times to support business continuity.
  Designed tailored engineering solutions for customers based upon key requirements.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.

Key Contributions and Skills:

• Developed thorough understanding of virtual environments and infrastructure concepts, enhancing
  system reliability and efficiency.
• Skilled in log analysis, enabling precise identification and interpretation of system issues.
• Proven ability in diagnosing, retaining, and accurately documenting complex technical problems.

Troubleshooting Expertise:

• Successfully resolved console appliance upgrade and update issues, improving system uptime.
  
• Addressed and rectified general console errors, enhancing overall system stability.
  
• Specialized in virtual machine troubleshooting and management, ensuring optimal performance and
  minimal downtime.
  
• Conducted interoperability analysis to ensure hardware compatibility across different versions and
  patches, leading to smoother system updates.
  
• Leveraged personal labs for replicating issues, enabling more effective decision-making and action
  plans for end-user resolution.

Played a pivotal role in supporting the endpoint management solution Workspace One/Airwatch. This
role entailed a wide array of responsibilities, focusing on delivering comprehensive support and problem
resolution to enhance user experience and system functionality

Key Contributions and Skills:

• Provided in-depth support for WS1 Admin Console, including troubleshooting and responding to general queries, thereby ensuring smooth administration and user interaction with the platform
• Executed proficient SQL querying, essential for data analysis and backend system troubleshooting
• Maintained response times to support business continuity.
• Designed tailored engineering solutions for customers based upon key requirements.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Specialized in REST API debugging using third-party tools such as Postman, which was instrumental in resolving integration and functionality issues
• Conducted detailed log analysis, a critical task for identifying and rectifying system anomalies and performance bottlenecks
• Skilled in diagnosing and troubleshooting MDM (Mobile Device Management) environments, ensuring optimal performance and resolving complex user issues
• Offered general implementation guidance, especially for first-time use cases, which involved navigating users through initial setup processes and addressing unique, complex scenarios not previously encountered
• Logged cases through JIRA for engineering review

Through these responsibilities, there was a significant contribution to enhancing system reliability and user satisfaction.

Functioned as a key professional in the early acquisition and seamless transition
of the account.

This role demanded an extensive understanding of Windows OS, cloud service
models, infrastructure, and networking.

Key Responsibilities and Achievements:

• Pioneered the adoption of new processes, tools, and tasks, facilitating a more streamlined and efficient
  service desk operation.
• Developed and executed a comprehensive training program, preparing the first wave of agents for
  effective service desk management and ensuring a smooth transition phase.
• Played a critical role in assisting first-tier technicians with complex tasks requiring elevated privileges,
  utilizing PowerShell commands and scripts to manage account attributes and permissions, enhancing
  security and operational efficiency.
• Actively contributed to the formulation of training strategies and determined the capacity for adoption,
  ensuring the service desk team was well-equipped to handle a diverse range of customer inquiries and
  issues.

Automation Team Contributions:

• Collaborated on the Automation team, focusing on entry-level scripting projects using PowerShell and
  Python.

These efforts proved crucial in simplifying processes and resolving a spectrum of tasks ranging from straightforward to moderately complex.

Provided expert-level technical support for Citrix's XenMobile technology, addressing complex customer issues related to mobile device management (MDM) and mobile application management (MAM). Played a key role in ensuring customer satisfaction and maintaining the integrity of Citrix support services.

• Delivered prompt and effective technical support to global clients, resolving issues related to XenMobile configurations, functionality, and integration.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Performed root cause analysis of reported issues to enact corrections.
• Leveraged wide range of tools such as Postman, Splunk, SQL
• Logged complex cases through JIRA for engineering review

During my tenure at IBM from 2017 to 2018, I held the pivotal role of Cloud Compute Operations Team
Lead, where I was responsible for overseeing the critical operation of cloud automated alerts and
the performance of Level 1 (L1) support agents. This position demanded a high level of leadership,
technical expertise, and stakeholder management skills.

Key Responsibilities and Achievements:

• Spearheaded the operations team, ensuring effective management and response to automated
  cloud alerts, contributing to enhanced system reliability and uptime.
  
• Directed and evaluated the performance of L1 support agents, implementing strategies that led to a
  marked improvement in response times and issue resolution efficiency.
• Motivated and trained employees to maximize team productivity.

The role as Team Lead was instrumental in optimizing the cloud operations process at IBM, ensuring high levels of service quality, and driving team performance to meet and exceed operational goals.

Served as Security Compliance Specialist at Hewlett Packard Enterprise, where
a crucial role was played in ensuring the security and compliance of various client accounts.

Key Responsibilities and Achievements:

• Conducted in-depth security audits across multiple accounts, utilizing specialized tools such as
  Symantec Enterprise Security Manager (ESM) and Control Compliance Suite (CCS). This was
  instrumental in identifying compliance gaps and suggesting necessary improvements.
  
• Developed and presented detailed compliance reports to clients, providing them with insights and
  recommendations that were critical for maintaining their security posture.
  
• Responsible for troubleshooting and maintaining health of compliance monitoring tools, ensuring
  their optimal performance and reliability.
  
• Leveraged interpersonal skills to foster strong relationships with clients, ensuring clear communication
  and understanding of compliance requirements and strategies.
• Worked with a portfolio of around 15 clients with different work cadencies

The tenure at Hewlett Packard Enterprise was marked by a commitment to maintaining high standards of security compliance, technical proficiency in using advanced tools, and the ability to effectively manage and strengthen client relationships.

Specialized in supporting helpdesk operations with a focus on mobile technology.

Key responsibilities included authoring knowledge documentation, expertly troubleshooting mobile device registration issues, and efficiently resolving complex Tier II escalated cases.

• Completed job reports and logs immediately following service calls.
• Organized work to meet demanding production goals.
• Maintained quality assurance and customer satisfaction objectives.
• Processed an average of 20 daily cases

Managed a range
of support tasks including troubleshooting Windows and Office issues, maintaining Active Directory
accounts, and supporting RSA token provisioning.

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
• Processed an average of 15 cases daily