Open to opportunities

Alvaro Morales

@alvaromorales

Customer-centric IT Analyst with 8+ years of experience in Windows/Mac, Active Directory, AV setups, and asset lifecycles. Fluent in English.

Costa Rica

Message

What I'm looking for

I’m looking for a customer-centric IT Support role where I can resolve issues quickly, meet SLAs with ServiceNow/Jira, and expand my AV/digital signage expertise while owning asset lifecycle and directory-based access support.

I’m a proactive, analytical IT Support Analyst with 8+ years delivering on-site, deskside, and remote technical solutions—built on Windows, Mac, and strong Active Directory account management. I’ve owned complex hardware/software troubleshooting while maintaining strict SLAs through disciplined monitoring and ticketing using ServiceNow, Jira, and Remedy.

Most recently, I directed end-to-end administration of Intel’s digital signage network and meeting-room/workplace AV experiences, ensuring high availability and on-brand delivery. I’m also experienced in full-cycle asset lifecycles—procurement, logistics, inventory compliance, and user onboarding/offboarding—while collaborating across teams to accelerate resolution for complex escalations.

Experience

Work history, roles, and key accomplishments

Digital Signage Administrator

Intel

Feb 2024 - Feb 2026 (2 years)

Directed end-to-end administration of Intel’s digital signage network across multiple sites, ensuring 100% on-brand content delivery and high availability. Monitored device health, resolved incidents, and coordinated procurement, logistics, and vendor support using ServiceNow and Jira to meet strict SLAs.

L Squared Hub ServiceNow Jira Network Troubleshooting Asset Lifecycle Management Procurement Coordination Incident Management

Technical Support Analyst

Movate

Jul 2022 - Feb 2024 (1 year 7 months)

Delivered Level 1 and Level 2 deskside support to 1,500+ on-site employees while managing onboarding/offboarding in Active Directory. Proactively diagnosed core building network infrastructure in the on-prem data center and maintained asset and software licensing compliance using Asset Explorer.

Active Directory Account Administration Offboarding Network Troubleshooting Inventory Compliance Incident resolution

Ticket Administrator

Hewlett Packard

Jul 2019 - Mar 2021 (1 year 8 months)

Structured, prioritized, and audited high-volume IT incident ticket queues using corporate CRM platforms and advanced MS Excel. Led service desk tool/protocol training and partnered with global engineering teams to accelerate resolution of escalated end-user issues.

Service Desk Operations ServiceNow Remedy Style Ticketing MS Excel CRM Platforms Cross Functional Collaboration

End User Support Analyst

ExxonMobil

May 2017 - Nov 2018 (1 year 6 months)

Managed face-to-face deskside support for 1,000+ active business users across a multi-building corporate headquarters. Provisioned laptops/desktops and peripheral/network printing setups, performed hardware diagnostics and component replacements, and recorded triage/resolutions in Remedy.

Laptop Desktop Provisioning Component Replacement (HDD RAM NIC PSU)Wireless And Cabled Printing Setup Secure Device Configuration

Project Manager

Outer Space Coders

Jun 2015 - Jul 2016 (1 year 1 month)

Led a technical web development team to customize web solutions, tracking deliverables in Jira. Managed project requirements and delivery to achieve 100% adherence to strict timelines.

Project Management Jira Technical Team Leadership Cross Functional Execution