Essen Niño Velasco

o Contracted by Core 42
o Support and troubleshoot an elaborate VDI environment from an end user perspective.
o Provide technical support for users within agreed SLAs; troubleshooting issues related to hardware, software, email, internet access, and networking.
o Managing user accounts and permissions (Active Directory)
o Configuration of network ports under designated VLANs (Cisco Switches)
o Worked and lead 2 major projects. (Windows Upgrade, Zebra Printer Deployment and Configuration)

o Contracted by Core 42
o Participate in the installation, monitoring, maintenance, support, break/fix, and optimization of all production server hardware and software.
o Provide onsite technical support and assistance, running hardware diagnostics and replacing failing parts in a timely manner.
o Involvement in planning and commissioning new rack positions as well as the design and commissioning of new whitespaces. Installing, monitoring and performing on-going maintenance on servers and network equipment. (Cisco, HP, Dell)
o Upgrading internal system components, including CPUs, memory, hard drives, and network cables.

o Provides operations and maintenance support for Linux and Windows virtualized systems (Hyper-V / VMWare)
o SUSE, RHEL, HP-UX, Windows Server
o Troubleshoot and resolve OS related incidents. Performs immediate troubleshooting on critical incidents to prevent major service interruption from customer’s end.
o Coordinates with other support teams in resolving database, storage and network issues.
o Handles hardware failure detected from OS level. Worked with Datacenter Engineers in replacing the failed hardware and perform health check.
o Worked on software and VMware cases for issues not related to hardware.
o Implements change requests and configure changes on the server.
o Handles user-accounts related requests
o Document known errors, workarounds and resolution plans.
o Communicates with customer on incidents and change request to have a better understanding of the issue and gain agreement on incident closure once issue has been resolved.

o Worked as a Level 1 Unix support, mainly responsible in monitoring incidents via HP ticketing tool and following SLA and keep the metrics in green status.
o Handles incidents on a 24/7 setup.
o Responsible in raising hardware calls when hardware failures are detected on OS level.
o Responsible in maintaining file system’s threshold, normal server performance.
o Coordinates with various support groups (Wintel, Network, Storage and Backup, Database) to expedite incident resolution.
o Provide weekly report on misrouted tickets to correct tool and improve resolution metrics.
o Document recurring incidents that are candidate for Problem record and assists on investigation with the team’s Problem Management SPOC.
o Participate in Knowledge Transfer with new team members.
o Document known errors and create work instructions.