Samuel Vindas
Calgary,Canada
Summary
Trilingual Network Engineer/IT Lead offering 5-year background in network planning, implementation, security, and TAC support. Confident and knowledgeable of multimedia systems, and encryption devices. In addition to this, able to create supporting documentation that helps the company's knowledge base, as well as able to manage teams and projects based on agile/waterfall/ITIL framework, with demonstrated international experience in IT management/coordination (LATAM/Europe/North America).
Overview
8
8
years of professional experience
Work History
IT SERVICE DESK COORDINATOR
NetFusion Design
07.2022 - Current
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies and projects aligned to the client's vision, mission, purpose, and needs.
- Coordination of all IT support groups and team members to ensure maximum utilization of billable resources as well as monitor open service tickets to make sure the team is meeting customer SLAs.
- Report the utilization of IT Support resources and successful completion of service requests to the Service Desk GOM (Global Operation Manager).
- Mentored and guided employees to foster proper completion of assigned duties.
- Carry out different projects like implementation and customer's IT improvement.
- Final troubleshooting to ensure the escalation, troubleshooting technologies like hardware (PC, Mac, printer and photocopiers) and software as Citrix, Retail and accounting systems, Microsoft O365/Exchange/Intune/Active Directory/Azure, and different operating systems such as MacOS, WindowsOS, iOS and Android.
- Assist team with Computer Network responsibilities (Routing, Switching and Security) as well as new hire setups and onboarding.
- Triaging incoming tickets based on ticket priority, Taking ownership of assignment and tracking all SLA's a KPI's are being met.
NETWORK SECURITY ENGINEER
Palo Alto Networks
02.2022 - 06.2022
- Perform fault isolation steps to include Wire Shark, flow basics and firewall status, as well Cyber Security Best Practices for large enterprise networks.
- Usage of OSI model and data packet life cycle in network based on Palo Alto Architecture.
- Initiate ping and trace routes; analyze TCP headers; 3-way handshakes; sequence numbers; buffer capacity; Work from CLI; GUI and/or CMD prompt interface to resolve customer issues.
- DHCP, Decryption, IP-sec, Global Protect, security/NAT policies, Authentication (LDAP, Radius, TACACS, Kerberos) User ID, Agent and Agent-less, Static Routes, OSPF, BGP, Multicast (IGMP and PIM), MP Threat, DoS, Licensing, FW updates, Captive Portal, HA and QoS.
IT INTEGRATION ACCOUNT MANAGER
SupportYourApp
01.2022 - 05.2022
- Preparing ramp-up for clients and getting services ready
- Setting up databases and CRM tools including integration with the client’s environment (Zendesk, Freshdesk, Intercom, Jira, helpdesk, confluence)
- Analyze LOBs and provide action plans promoting the improvement of current procedures.
- Assisted established management staff with operational oversight, business development, and process improvement strategies.
IT SUPPORT COORDINATOR
Amherst
08.2021 - 12.2021
- Working with ITIL principles, provide fundamental knowledge in networking protocols and troubleshooting
- Active Directory for provisioning and de-provisioning users.
- Supporting Cloud and SaaS Applications and SSO, such as Okta, Google Workspace
- (Mac OS, JAMF, Chrome OS, Windows, and Linux)
- Serving as a focal point for technical acquisitions approving or disapproving candidates by screening and interviewing
- Manage a project of a new NOC (Network Operation Center) department opening while working across different teams to get the expected results.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
TRILINGUAL NETWORK SUPPORT ENGINEER
Hewlett-Packard Enterprise
01.2017 - 08.2021
- Providing customer recommendations, Root Cause Analysis, Monitoring, and Resolution Reports
- Assisting clients related to hardware, software, and configuration issues of HPE/Aruba devices such as switches, routers, AP/Controllers, servers, and cloud platforms as well as troubleshooting WAN/LAN/WLAN, 10/100/1000/ Gig Ethernet standards, DHCP, VLANS, QoS, STP, PVST, Spanning Tree, BGP, IGRP, OSPF, MPLS, RIP, TCP/IP, WEP, WPA, 802.1x, Radius, TACACs, Web and Cloud services
- Working and troubleshooting with multi-vendor computer networks environments, providing guidance with different Operating Systems such as Windows, iOS, and Linux
- Backup team leader. In charge of overseeing team performance. and triaging tickets to meet SLAs as well as IT documentation, and interviews
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Education
Data Engineering Foundations. - Data Science
LinkedIn Learning
Online Business Intelligence Tools Foundation (Power BI) - Business Analytics
Fidelitas University
Costa RicaAssociate Degree - Networking and Telecommunication
Juan Pablo II University
Cartago, Costa Rica03.2017
Skills
- Cisco CCNA
- Aruba ACSA and ClearPass Fundamentals
- ISO model protocols and API
- Basic HTML, CSS, JavaScript, and Python
- Cloud Management and services
- Project Management
- Agile Methodology
- Scrum Master
Timeline
IT SERVICE DESK COORDINATOR
NetFusion Design
07.2022 - Current
NETWORK SECURITY ENGINEER
Palo Alto Networks
02.2022 - 06.2022
IT INTEGRATION ACCOUNT MANAGER
SupportYourApp
01.2022 - 05.2022
IT SUPPORT COORDINATOR
Amherst
08.2021 - 12.2021
TRILINGUAL NETWORK SUPPORT ENGINEER
Hewlett-Packard Enterprise
01.2017 - 08.2021
Data Engineering Foundations. - Data Science
LinkedIn Learning
Business Intelligence Tools Foundation (Power BI) - Business Analytics
Fidelitas University
Associate Degree - Networking and Telecommunication
Juan Pablo II University
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