Jorge Eliecer Florez Hernandez

Assist users with setup, configuration, and issues related to Onelogin which is an Identity Provider.

Support integration of Onelogin with other enterprise systems/applications with protocols such as SAML, OIDC, SCIM etc.

Ensure data security and compliance with company standards.

Reproduced issues and report them to R&D

I have been on this position for 7 months learning and absorbing as much knowledge as possible to deliver a better service.

• Provided support via email, Phone to Customers.
• KACE is an Appliance that handles different services and protocols such as, Service desk (email troubleshooting, Office, 365, Gmail.), agent connectivity for different OS (Windows, Mac, Linux), Scripting (Powershell, bash, batch), managed Installations, replication shares, LDAP, SAML, SSO, SQL at a basic level, almost all Network protocols since it allows to scan networks using different protocols. REST API via Postman (Basic level). KGO app (Mobile app), etc.
• Always tried to exceed what is required by management.
• Assisted with Escalations, KBA creations.

• Provide IT services via Phone, Chat, and Email.
• · Use troubleshooting techniques and tools to identify problems with end user’s systems and software’s.
• · Create new user’s account on Active Directory and set proper permissions
• · Support specific brinks applications such as: iTrack, Icash, Check imaging, CIT Warerhouse , EBS and more.
• · Troubleshoot Network, Windows Operating System and Microsoft Office suite
• · Gathering of information and follow Brinks escalation path to others departments such as NOC, App Support, Security , etc

Complete service requests of new Microsoft Exchange distribution lists, mailboxes, contacts, rooms or Lotus Notes groups/databases.
• Create new user’s account on Active Directory and set proper permissions using the guidelines and policies established for each organization
• Responsible for productivity reports, SLO, SLA and improve the workflow of technicians in the Exchange/Notes team, keep monthly meetings with the Management team related to new process or troubleshooting to be implemented
• Give feedback to others Advance Technical Support technicians and service desk agents.
• Provide hardware and software support for Dell Warranty Laptops, Desktops and Workstations
• Apply troubleshooting steps based on model of system and warranty status