Open to opportunities

Luis Baldera

@luisbaldera

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Experienced IT professional specializing in technical support and problem-solving.

Dominican Republic

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What I'm looking for

I am looking for a role that values collaboration and offers opportunities for growth.

With over 8 years of experience in the IT field, I have honed my skills in delivering exceptional technical support within corporate environments. My journey began with a solid educational foundation in computer science engineering, which has been complemented by hands-on experience in various IT roles. I am recognized for my ability to resolve complex technical issues efficiently while maintaining a strong focus on customer service.

In my most recent role as an IT Support Engineer at Abt Associates, I implemented performance measures that significantly improved team efficiency and communication. I facilitated the onboarding and training of new team members, ensuring they were well-equipped to troubleshoot systems effectively. My proactive approach to problem-solving has allowed me to meet and exceed management's Service Level Agreement (SLA) goals consistently.

Throughout my career, I have developed a comprehensive skill set that includes expertise in Windows, ServiceNow, Azure, O365, Active Directory, AWS, and more. I am passionate about leveraging technology to enhance operational efficiency and contribute to a secure IT environment.

Experience

Work history, roles, and key accomplishments

IT Support Engineer

Abt Associates

Jul 2019 - Feb 2023 (3 years 7 months)

As an IT Support Engineer, I implemented performance measures for the IT team, optimized communication through ServiceNow, and facilitated onboarding for new members. I provided remote technical assistance, maintained documentation, managed user profiles, and monitored cybersecurity threats.

Windows ServiceNow O365 Active Directory AWS TeamViewer MS Defender ATP Documentation

IT Administrator

Promecin Inc.

Sep 2016 - Jul 2019 (2 years 10 months)

In my role as IT Administrator, I coordinated IT department activities, maintained Windows Servers, administered Active Directory, and optimized AWS cloud infrastructure. I also addressed user inquiries using Zendesk and Skype for Business.