Open to opportunities

Edgar Saul Felix Amaya

@edgarsaulfelixamaya

Message

IT Support Engineer with expertise in service desk management.

United States

Message

What I'm looking for

I seek a collaborative environment that values problem-solving and growth opportunities.

I am an experienced IT Support Engineer currently leading the NORAM Service Desk Team for a specific client, overseeing operations in the USA and Canada. My role involves managing schedules, training, and ensuring effective communication with high-level clients through weekly meetings. I am dedicated to resolving issues efficiently, delegating tasks to team members, and maintaining a backlog in ServiceNow to streamline our service delivery.

Previously, I worked as an IT Desktop Support Engineer at Conduent, where I honed my skills in troubleshooting MacOS systems and providing instant problem resolution for end users. My technical expertise includes managing VPNs, Microsoft Office accounts, and utilizing tools like JAMF and Intune for device management. I also have experience as an Intelligence Analyst, where I developed sales reports using Oracle Database and Excel Macros, showcasing my analytical capabilities.

Experience

Work history, roles, and key accomplishments

Current

Head of Services

Current

CONTACT

Nov 2023 - Present (1 year 6 months)

Leading the NORAM Service Desk Team for a specific client, managing schedules and training, overseeing Active Directory access, and handling the ServiceNow backlog. Conducting weekly high-level client meetings and daily onsite support meetings to ensure effective troubleshooting and solutions.

Team Management Active Directory ServiceNow Client Management Troubleshooting Scheduling Training Communication Problem Solving

IT Desktop Support Engineer

Conduent

Aug 2021 - Nov 2023 (2 years 3 months)

Provided advanced management and troubleshooting for MacOS systems, resolving end-user issues through phone and chat support. Managed ServiceNow tickets and utilized JAMF for device management, VPN troubleshooting, and Microsoft Office account permissions.

MacOS ServiceNow Jamf VPN Microsoft Office User Support Communication Teamwork

Intelligence Analyst

GEPP

Jan 2019 - Aug 2021 (2 years 7 months)

Developed sales reports for distribution centers within the Pepsi commercial chain at a regional level using Oracle Database and Excel Macros. Adapted to various environments and collaborated effectively with team members.