Edwin Torres
System Integration Analyst
Republic Of Panama,Panama
Summary
Thorough Senior Analyst with over a 10-year background in Technical Support . Excellent planning, organizational and communication skills. Self-reliant to perform analysis and make recommendations. Talented in data modeling and client management.
Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Tech-savvy Senior Analyst with proficiency in Cloud machines and Citrix environments. Fortes include client management, business operations and data analysis. Knowledge of modeling techniques and an impeccable business acumen.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Technical and Customer Representative position. Ready to help team achieve company goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
31
31
years of professional experience
3
3
Languages
Work History
System Integration Senior Analyst
NTT DATA Services
Panama, Panama
04.2019 - 07.2024
- Oversee daily performance of EAS applications, CPU utilization's, Memory, and I/O utilization.
- Optimize resource utilization through efficient space and user management .
- Provide solutions to problems, inquires raised by business for Applications and Servers .
- Engage vendors and follow up on issues raised by users.
- Perform application upgrades, migrations and other software required for running EAS applications.
- Validate applications after every upgrade, migration, patching to verify correctness of applications.
- Perform configuration changes and setup application pools schedules as per requirements.
- Install application packages to user desktops upon request .
- Perform RCA 's to production incidents and handle repetitive issues via problem tasks.
- Identify areas to reduce errors, implement automation and improve operational efficiencies.
- Perform daily health check and resolve any issues that might occur before business starts.
- Perform research and investigate on issues reported and bring them to closure.
- Investigated and addressed system issues to enhance usability and improve functionality.
- Delivered in-depth Citrix XenApps training, imparting knowledge of best practices for protecting data and minimizing errors.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
DVS Helpdesk Analyst
NTT DATA Services
Panama, Panama
03.2013 - 03.2018
- Provide technical support and troubleshooting services to end-users who need assistance with their Virtual Machines remotely. SME for DVS virtual environment as needed.
- Established new user accounts, manage access levels, and reset passwords.
- Performed support to Citrix Receiver connections, installations and login issues.
- Desktop Director monitoring and troubleshooting console for Citrix Virtual Machines and user accounts.
- Managed over 50 -people provisioning accesses per day.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed custom software solutions tailored to specific organizational needs, resulting in significant time and cost savings.
Service Desk Support Analyst
Dell Services
Panama, Panama
06.2011 - 03.2013
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Managed over 50 customer calls, chats and emails per day.
Restaurant Owner and Manager
Aromas Café Panama
Panama, Panama
01.2007 - 05.2011
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Created and monitored promotional approaches to increase sales and profit levels.
- Optimized team hiring, training and performance.
- Maintained up-to-date administrative records to monitor operational conditions.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Established, optimized and enforced business policies to maintain consistency and high-quality standards across industry operations.
- Trained and developed team members to build human capital.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Discovered areas of improvement by generating quarterly operational and sales reports.
- Set employee schedules, delegated work, and monitored food quality and service performance.
- Optimized menu offerings based on customer feedback, leading to better sales performance and high levels of repeat business.
- Supervised daily activities of restaurant and [Number] employees.
- Cultivated a positive dining atmosphere by maintaining a clean and inviting establishment.
- Implemented effective inventory management systems to minimize waste and control food costs.
Banquet Captain
JW Marriott Lima, Lima
Lima, Lima
02.2000 - 11.2005
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Supervised and mentored kitchen and serving staff.
- Oversaw timeliness and quality of food delivery at high-volume events.
- Organized and oversaw food service training to educate employees on resetting tables, relaying orders to cooks and upselling food and beverages.
- Set schedules for server staff by planning and designating shifts and hours.
- Orchestrated positive customer experiences by overseeing every area of Food and Beverage operations.
- Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations.
- Protected business, team members and customers by monitoring alcohol consumption and keeping operation in line with legal service requirements.
- Managed budgeting and invoicing for both large and small-scale events.
- Limited portion sizes and used garnishes to control food costs.
- Liaised with venue management to monitor logistics and timelines.
- Performed cost-benefit analysis for corporate and social events.
- Delegated tasks to staff members to maximize production under tight deadlines.
- Organized banquet storage and surrounding areas to facilitate access to products and materials.
- Provided exceptional service to guests by immediately addressing needs and requests.
- Hired, trained and scheduled staff to maintain adequate coverage for successful operations.
- Interpreted instructions to schedule and set up events to client specifications.
- Set up and broke down conference and banquet rooms to meet facility standards and specifications.
- Arranged furniture and equipment to maximize space and floor plan for seamless movement during functions.
- Directed and managed banquet functions for over 500-person event.
- Established and maintained equipment inventory for accurate tracking, record keeping and to avoid loss.
- Maintained clear and easy access to exits and fire lanes to prepare for emergencies.
- Followed safety procedures and incorporated safety equipment to reduce injury and loss.
- Coordinated weddings, reunions, and corporate meetings throughout banquet and conference spaces.
- Ensured timely preparation of function spaces according to client specifications, providing them a hassle-free experience on their special day.
- Maintained clear communication channels between all departments involved in banquets, contributing to successful event outcomes.
- Handled client inquiries promptly and professionally, fostering excellent rapport and driving repeat business.
- Enhanced guest satisfaction by overseeing banquet operations and ensuring smooth execution of events.
- Managed staff scheduling, resulting in reduced labor costs and improved team efficiency.
- Ensured compliance with safety regulations, maintaining a safe working environment for both staff and guests.
- Maintained accurate records of event details, client communications, and financial transactions to ensure seamless organization and execution.
Machinist
Ross Hill Controls Corp Company
Houston, TX
02.1997 - 06.2000
- Manually set up machinery, lathes and grinders.
- Used CNC and manual equipment to perform both initial and final machining.
- Calibrated machines to maintain required productivity levels and adherence to quality standards.
- Closely monitored equipment to detect and report malfunctions and prevent accidents.
- Assessed equipment after each production run and performed preventive maintenance to keep machines running smoothly.
- Studied daily work instruction, sketches, drawings, blueprints and manuals to determine dimensions and tolerances accurately.
- Completed projects on time and under budget and maintained equipment and tools.
- Inspected completed parts to verify compliance with specifications and quality standards.
- Utilized micrometers and calipers to measure and verify precise tolerances.
Overhead Crane Operator
Sterling Steel Co
Houston, TX
04.1993 - 01.1997
- Operated overhead, gantry and remote control cranes in according to safety processes and established procedures.
- Updated system to keep accurate track of materials.
- Operated mobile crane and moved materials to various locations to meet job schedule demands.
- Positioned cranes in response to hand signals and observed load hookup to determine safe load capacities.
- Performed daily safety checks to achieve safe operating condition of equipment.
- Increased performance by safely and efficiently operating heavy machinery and equipment.
- Inspected, cleaned and performed operator level maintenance on equipment in accordance with standards.
- Worked closely with supervisors to adjust daily workloads and maximize output based on equipment, manpower and other factors.
- Upheld a clean working environment by properly organizing tools, cables, slings, chains after every shift ensuring easy access when needed.
Education
High School Diploma -
Alcides Vigo Hurtado
Lima - PeruAssociate of Science - Informatic And Statistics
Universidad San Martin De Porras
Lima - Peru Bachelor of Science - Technical in Computer Science
Computronic Tech Institute
Lima - PeruSkills
- Recommendations for Action
- Database Building
- Spreadsheet Development
- Customer Monitoring
- Customer Communication
- Industry Trend Analysis
- User Provisioning
- BMC Remedy
- Active Listening
- Technical Understanding
- Business Operations Knowledge
- Serving Customer Needs
- Complex Problem-Solving
- Process Improvement
- Continuous Improvements
- Analytical Thinking
- Cloud Base Technologies
- Software Deployment
- MS Excel
- Verbal and Written Communication
- Team Leadership
- Hardware and Software Optimization
- Citrix XenApp
- Incident Reporting
- Attention to Detail
- Good Telephone Etiquette
- Dependable and Responsible
- Excellent Communication
- Teamwork and Collaboration
- Analytical and Critical Thinking
- Training and Development
- Self-Motivated
- Technical Support
- Data Entry Software
- Enterprise Technology
- Update Configurations
- Program Installations
- VMware Experience
- Customer Service
- CRM Software
- Computer Proficiency
- Help Desk Support
- Data Connectivity
- Hardware and Software Configuration
- Issue Resolution
- Remote Assistance
- Diagnosis and Troubleshooting
- Computer System Diagnostics Software
- Computer Hardware Knowledge
- Application Troubleshooting
- Work Orders
- User Experience
- Resolve Technical Problems
- Organizational Skills
- Support End-Users
- Case Support
- Collaborative Team Player
- Hardware Repair
- Technical Implementation
- Tracking and Documentation
- Customer Communication and Empathy
- Analytical and Methodical
- LAN and WAN Assessment
- Performance Improvement
- Troubleshooting Network Issues
- PC Support
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Portuguese
Limited Working
Certification
Zendesk Customer Service Professional Certificate
Learning Confluence
Learning Jira (Cloud Edition)
ITIL 4 Foundation
Serving Customers Using Social Media
Creating Positive Conversations with Challenging Customers
Customer Service: Handling Abusive Customers
Building Rapport with Customers (2022)
Customer Service: Problem-Solving and Troubleshooting
Customer Service Foundations
Timeline
System Integration Senior Analyst
NTT DATA Services
04.2019 - 07.2024
DVS Helpdesk Analyst
NTT DATA Services
03.2013 - 03.2018
Service Desk Support Analyst
Dell Services
06.2011 - 03.2013
Restaurant Owner and Manager
Aromas Café Panama
01.2007 - 05.2011
Banquet Captain
JW Marriott Lima, Lima
02.2000 - 11.2005
Machinist
Ross Hill Controls Corp Company
02.1997 - 06.2000
Overhead Crane Operator
Sterling Steel Co
04.1993 - 01.1997
High School Diploma -
Alcides Vigo Hurtado
Associate of Science - Informatic And Statistics
Universidad San Martin De Porras
Bachelor of Science - Technical in Computer Science
Computronic Tech Institute
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