L 1.5 service desk analyst

Overview:
• Performed 1.5 level activities such as remote AV scans,
printer installations, fixing corrupted operating systems via
use of CMD commands or modifying the registry, VPN
troubleshooting and SMTP configurations.
• Support for Office 365 for enterprise applications for the end
user.
• Mostly English focused support
• Extensive use of ServiceNow and help with Excel, including
reports (with PivotTables)
• Provided solutions involving the modification of the Windows
registry.
• Coordinated with an ISP to solve network issues critical to
UK infrastructure.
• Use of Oracle Identity Manager and Active Directory
Main Achievements/Recognitions: (Example)
• My obligations within the campaign have me interact
frequently with the UK side of the service desk as well as
constant interaction with the IT managers from that division.
• I would provide coordination assistance to my direct SD
coordinator on VIP cases of utmost urgency
Technologies / Tools: ServiceNow, CMS, OIM, SCCM, Citrix VM, Azure
AD

Overview:
• Performed advanced, level 1 and level 2 support services
such as: troubleshooting of radio communication equipment
JESUS
GUTIERREZ PACHECO
Bosques de los Cedros #107,
Real Campestre, Jesús María
(449) 386-2780
pacheco.jesus788@outlook.com
• Formatting and installations of operating systems (Windows
10, Ubuntu 16.04) on on-site computer equipment.
• Remote and onsite assistance with help of a ticketing
system (Remedy) to aid with workflow and documentation.
• Support for Office 365 for enterprise applications for the end
user.
Main Achievements/Recognitions: (Example)
• I was trained to work with the Remedy ticketing system and
applied documentation knowledge previously experienced in
prior positions.
Technologies / Tools: Redo Backup and Recovery, MS Office365,
BMC Remedy 7.6

Overview:
• Performed activities consisting n basic hardware repairs to
computers and printers.
• Hardware and software maintenance for printers and PCs
within the organization
Main Achievements/Recognitions: (Example)
• Learned how to make impromptu repairs when problems
were presented.
Technologies / Tools: MS Office, Adobe Creative Suite CS6,
EaseUS Partition Manager

Overview:
• Assisted with the configuration of operating systems and in
the site-wide migration from Windows XP to Windows 8
• Replacement of older Microsoft Office packages with Office
2013.
• Remote and onsite assistance with help of a ticketing
system (Remedy) to aid with workflow and documentation.
• Support for Office 365 for enterprise applications for the end
user.
Main Achievements/Recognitions: (Example)
• I was trained in the basics of network troubleshooting and
given my introduction to support ticketing systems in a large
corporate environment.
Technologies / Tools: MS Office, EaseUS, Rufus

Work Related Studies
• Programming projects based on PHP infrastructure
• Introduction into data mining research
• Competitive programming techniques 
• IT processes such as SLAs