José J. Ferrero

About José J. Ferrero

Senior engineer with 16 years of progressive experience providing local and remote IT…

Experience

1. Global IT Service Center Technician

   Superior Energy Services

   May 2019 — Present · Houston, TX, US

   Provided Expert level of Customer Service and IT Support to a corporation with more than employees distributed in more than 12 business units with a worldwide presence- Responsible for the creation, management, track, and assignment of IT Service Requests and Incidents on Microsoft Service Manager, achieving a closure rate of the 99% of the tickets opened- Creation, management, and termination of the Active Directory accounts and the access level of the users to the network resources- Creation of email accounts and aliases with Microsoft Exchange on-premise before corporate migration to O365- Audited Active Directory accounts to ensure are properly created or terminated, reducing the audit finding detections- Interacted and build long-term relationships with customers- Promoted constant procedures improvements and initiatives for the IT Service Center and Latin American Client Services teams. One of those initiatives reduced the time for on-call user validation by 70%- First Point of Contact for IT Supports in the Latin American region as well as granted direction with procedures and problem resolution to local IT support teams in this region- Member of the team in charge of the Microsoft O365 migration project.

Education

• Higher Polytechnic Institute “CUJAE"​

  Engineer’s Degree, Telecommunications and Electronic Engineering

  2005 — 2011

Skills

• Negociación
• Servers
• Telecomunicaciones
• Gestión De Proyectos
• Seguridad
• Ti
• Management
• Liderazgo De Equipos
• Seguridad De Red
• Estrategia Empresarial
• Planificación Estratégica
• Servidores
• Sistemas Operativos
• Network Administration
• Microsoft Office
• Inteligencia Empresarial
• Business Strategy
• Troubleshooting
• Network Security
• Telecommunications
• Team Leadership