Manuel Alexander Alves Yanes

• Incident, Request, and Change Management using ticketing tools such as Jira, BMC Helix, and ServiceDesk Plus, ensuring efficient tracking, resolution, and documentation of IT issues.

• Providing technical support, identifying and resolving issues related to hardware, software, and network connectivity for end users, with a focus on minimizing service disruptions and sustaining productivity.

• Providing technical support, identifying and resolving issues related to hardware, software, and network connectivity for end users, with a focus on minimizing service disruptions and sustaining productivity.

• Collaborating with cross-functional teams to implement IT projects, including hardware deployments, software installations, and system migrations.

• Supporting video conferencing systems, quickly diagnosing and resolving technical issues to ensure seamless remote collaboration and enhanced meeting productivity.

• Ensuring compliance with organizational IT policies and security protocols to protect sensitive data and maintain network security.

• Updating and maintaining the technical components of the company’s Business Continuity Plan, ensuring readiness and alignment with organizational goals and risk management strategies.

• Liaising with external suppliers to ensure timely resolution of technical incidents and maintain service quality.

• Maintaining and updating internal documentation for troubleshooting procedures, system configurations, and user guides, ensuring accurate and accessible resources for the team.

• Prioritization and management of open tickets in the ticketing tool (JIRA)

• End-user support in general, and support in identifying, repairing and replacing failed hardware components on desktops and notebooks (HP/DELL), printers (Konika Minolta and HP), mobile phones,etc

• Support for IMACD operations for End-User equipment (PCs, peripherals and VoIP phones in accordance with user requests)

• Install, update, support, and troubleshoot Windows 10, Windows 11 and MS Office 365 applications, etc

• IP telephony system administration, installation and configuration of Alcatel desk phones, Gigaset and Siemens wireless phones

• Installation and maintenance of mobile computing solutions (e.g. VPN access, Notebooks, Remote Access, iPhones, WebEx)

• Troubleshoot to identify and resolve software/hardware issues in a timely manner

• Support of meeting room infrastructures.

• Maintain records/logs of repairs and fixes

• Effectively managed and documented incoming IT support requests, incidents, and service inquiries via phone and email using internal ticketing systems such as ServiceNow, Remedy, and Jira, ensuring accurate tracking and timely resolution.

• Troubleshot and fixed hardware/software issues for desktops, laptops, printers, and mobile devices running Windows, macOS, and Linux, leveraging technical expertise to minimize disruptions and optimize system performance for diverse user needs.

• Managed Active Directory for user account management, group policies, and permissions.

• Coordinated and executed IMAC operations for desktops, peripherals, and VoIP desk phones, adhering to management approvals.

• Implemented and evaluated patch management in test environments, reporting the results to the relevant teams.

• Delivered expert technical support for video conferencing systems, troubleshooting issues, setting up hardware, and assisting users with software configurations to ensure smooth, uninterrupted meetings.

• Maintain and update internal documentation for troubleshooting procedures, system configurations, and user guides.

• Streamlined operations by implementing and maintaining inventory tracking systems for IT equipment.

• Provided end-user training on software applications, leading to increased productivity among employees.

• Expertise in pre-assembly and final assembly of high-precision components, segments, and systems, ensuring flawless integration and functionality.

• Skilled in identifying and rectifying faults in electronic, mechanical, and electrical units and systems, ensuring optimal performance and reliability.

• Collaborated with team members to troubleshoot and resolve technical issues efficiently, ensuring minimal downtime and smooth operations.

• Engaged in proactive problem-solving with R&D teams to enhance product functionality.

• Conducted comprehensive training for production technicians to address recurring technical challenges.

• Created detailed documentation for assembly processes, ensuring clear instructions and consistency for efficient production and quality control.

• Implemented stringent quality control protocols to align with industry excellence standards.

• Committed to the continuous enhancement of operational procedures to increase efficiency.

• Proficient in utilizing SAP for enterprise resource planning and process optimization.

• Performed cleaning, packing, and labeling tasks, ensuring products met quality standards and were prepared for shipment or storage.

• Assembled and tested mechanical and electronic systems, including robotic arms, computer equipment, and various electronic devices, ensuring functionality and quality through rigorous testing procedures.

• Diagnosed and resolved issues in mechanical and electronic components, ensuring optimal functionality and performance through thorough troubleshooting and repair.

• Participated in the assembly of prototypes, collaborating with teams to ensure precision and functionality during the development phase.

• Independently operated, set up, and converted systems for SMT (Surface Mount Technology) and THT (ThroughHole Technology) production, ensuring efficient system configurations and seamless production transitions.

• Continuously monitored process parameters and implemented corrective measures to ensure optimal performance and maintain production quality.

• Performed regular machine maintenance, ensuring optimal operation and minimizing downtime through proactive inspections and adjustments.

• Independently managed and processed pending production orders, ensuring timely completion and adherence to quality standards.

• Recorded processes in the IT system using a handheld scanner, ensuring accurate data entry and efficient tracking of inventory and production workflows.

• Supported production technology by assisting in the creation of documentation.

• Active participation in the production processes through suggestions for improvement.

• Contributed to a safer working environment through strict adherence to safety protocols, guidelines, and regulations.

• Delivered multi-channel technical support, including phone, email, chat, and on-site assistance.

• Efficiently managed and prioritized tickets using ticketing tools such as SDM 12.9, ServiceNow, and Remedy, ensuring rapid issue resolution and improved response times.

• Provided 1st and 2nd level support for hardware, software, networking, user accounts, and mobile devices, ensuring efficient resolution of technical issues and a positive user experience.

• Conducted user training sessions to ensure seamless adoption of new IT systems, empowering users with the skills and knowledge to maximize system efficiency and productivity.

• Maintained and managed IT equipment inventory to ensure optimal availability and funcionality.

• Performed independent diagnostics for effective troubleshooting of IT issues.

• Monitored IT system alarms and escalated issues promptly to the relevant support teams, ensuring quick resolution and minimal system disruption.

• Analyzed and resolved complex technical problems, implementing sustainable solutions that prevented recurrence and improved system performance.

• Administered various departmental applications to support business operations, ensuring smooth functionality.