Hi, I'm Jorge Gomez!

Telecommunication Engeneer / Systems Information and Application Analyst / Software Tester

Experienced Systems Information and Application Analyst with over six years in IT support, automation, and application deployment. Proven ability to lead the analysis of requirements and business needs, deploying critical applications that reduce costs and enhance performance. Skilled in identifying, resolving, and documenting technical issues using tools like Jira, Salesforce, and ServiceNow. Extensive experience with Intune, NinjaOne, Microsoft Entra, Azure, and Active Directory to ensure smooth rollouts and policy enforcement. Strong organizational skills, multitasking, and ability to work independently, effectively managing multiple priorities in fast-paced environments.

Cisco, Ubiquiti, and Mikrotik Network devices CLI Configuration
• IPv4 & IPv6 IP Addressing, Network Protocols DHCP, LAN, DNS.
• Computer and Embedded Hardware installation.
• Microsoft Windows OS, Office 365, Microsoft Windows Server, Active Directory, IIS, Outlook, SharePoint Technology Services.
Desktop Administration

Cisco, Ubiquiti, and Mikrotik Network devices CLI Configuration
• IPv4 & IPv6 IP Addressing, Network Protocols DHCP, LAN, DNS.
• Computer and Embedded Hardware installation.
• Microsoft Windows OS, Office 365, Microsoft Windows Server, Active Directory, IIS, Outlook, SharePoint Technology Services.
Desktop Administration

Technical Support Representative (TSR) Contractor

Trimble Transportation – USA & Canada, Remote

August 2022 to May 2023

Reduced the resolution time by 20%, allowing an increment of 15% in the average number of handled cases compared to the average resolution time.
Obtained an average monthly achievement of 95% during six consecutive months.
Implemented testing and troubleshooting techniques and provided comprehensive solutions to restore service and functionality on Final Android devices in truck fleets, reducing downtime by 50% and improving overall fleet performance.
Resolved 90% of assigned technical support tickets without escalating to the Next Level of support engineers.
Mastered Salesforce, NetSuite, Slack, and JIRA to document support.
Processed support actions and requests, resulting in a 50% reduction in manual data entry and a 20% increase in support ticket resolution.

IT Support Technician

Aqueduct Leonardo Hoyos – Colombia, Hybrid

June 2017 to March 2023

Designed an internet and phone access solution with Wireless UBIQUITI technology for the company’s headquarters located 15 km from the urban area.
Wired the Gigabit Ethernet Network for the company’s Servers and Workstations with 20+ final points.
Led the projects of Voice over IP (VoIP) Switchboard Business Phone System and Virtual Private Networks (VPN) for the implementation of Home Office for the 12 administrative staff of the aqueduct.
Licensed the operating systems, office automation packages and proprietary software used by the company servers and workstations.
Implemented the company’s data security policies, achieving a 30% reduction in support cases required by aqueduct employees.
Installed the Closed Video Surveillance System with Internet Remote access for 14 zones using DAHUA NVR technology and cameras.
Developed and managed the corporate web page (acueductoleonardohoyos.com) and coded the monthly billing platform for 300+ users under WordPress technology, SQL and Apache Internet Server.

IT & Network Support Agent

Tech.Army – USA, Remote

May 2021 to December 2021

Completed designs, installation, configuration and maintenance for the software, hardware, and telecommunications services such as personal computers, software applications, printers, telephones, and servers for the company’s business customers of over 250+ users.
Applied security policies using Microsoft Active Directory, Office 365, and ThreatLocker and Identified security issues such as DNS amplification attacks, AP spoofing, native VLAN mismatches, and SSID spoofing that aided in a 30% increase in security.
Troubleshooted by connecting remotely to the final user’s workstations under Microsoft Windows 8, 10, 11, and Mac.
Coded batch scripts to automate daily functions and optimize Final User, Networking IT Support, retail, and customer service processes, resulting in a 40% reduction in customer support issues and a 25% increase in customer satisfaction scores.
Monitored and responded to Help Desk queries and issues related to computer systems, software, and hardware on time.
Performed daily backups of the company’s Citrix XenServer virtualized servers and code Batch Scripts to automate the process, saving 10+ working hours per week.
Virtualized and maintained 2008 to 2016 Windows Servers, Windows Active Directory, Workstations, Office365, Apache and Internet Information Services for 30+ users.

IT Support Technitian And Developer

Hotel Dorado Real / Hotel Montana – Colombia, Hybrid

May 2010 to June 2023

Wired the Gigabit Ethernet Network for the company’s Servers and Workstations with 10+ final points.
Led the projects of Voice over IP (VoIP) Switchboard Business Phone System and Virtual Private Networks (VPN) for the implementation of Remote Administration for the Property managers.
Licensed the operating systems, office automation packages and proprietary software used by the company servers and workstations.
Implemented the company’s data security policies, achieving a 45% reduction in support cases required by aqueduct employees.
Installed the Closed Video Surveillance System with Internet Remote access for 30 zones using DAHUA NVR technology and cameras.
Developed and managed the corporate web page (hoteldoradoreal.com) and porperty online CRM under WordPress technology, SQL and Apache Internet Server.
Developed, Debugged and maintained the Hotel Management software under VBA and SQL to handle the daily operations of the two hotels with remote connectivity under MySQL and WordPress, including, but not limited to guest registration, connectivity with the Colombian government compliance platforms, real-time management reports and synchronization between the different branches. (https://www.linkedin.com/posts/jagomezmuno_i-am-very-excited-to-have-in-operation-for-activity-7106479047404126208-IpB4?utm_source=share&utm_medium=member_desktop)