Moncho Rojas
@monchorojas
I reduce IT support MTTR through PowerShell and AI automation.
ColombiaWhat I'm looking for
At PEAR Solution SAS, I support 5,000+ devices and accounts in high-availability educational environments, maintaining 99.2% uptime and 100% SLA compliance. I manage Microsoft 365, SharePoint Online, Active Directory, remote support, onboarding, offboarding, and hardware lifecycle needs.
I've automated 40% of repetitive Level 2 work with PowerShell, Batch, Bash, and Generative AI prompts, reducing MTTR by 25% and documentation time by 30%. I also strengthen L1 knowledge transfer to improve resolution rates and reduce escalations.
Experience
Work history, roles, and key accomplishments
• Supported 5,000+ devices with 99.2% uptime and 100% SLA compliance using Active Directory, LAN/WAN monitoring, and remote support tools.
• Automated 40% of repetitive Level 2 tasks, reducing MTTR by 25% through PowerShell, Batch, and Bash scripting.
• Reduced technical documentation time by 30% and improved L1 resolution rate by 15% using custom Generative AI prompts and prompt engineering.
• Ma
• Resolved 400+ monthly tickets for educational institutions, improving user satisfaction and SLA adherence using remote troubleshooting and TCP/IP diagnostics.
• Implemented hardware lifecycle management and inventory tracking, reducing equipment replacement costs by 20% using CMDB best practices.
• Delivered on-site and remote technical support for preventive and corrective maintenance, ensuring
• Managed incidents reported via phone, web, chat, and email, consistently exceeding response and resolution targets aligned with SLA commitments.
• Escalated unresolved cases to Level 3 and followed through to final resolution, ensuring proper handoff and tracking.
• Performed preventive and corrective maintenance on computers and peripherals, extending hardware lifespan and reducing incident vol
• Delivered on-site, remote, and phone-based technical support for computers and peripherals across district schools.
• Trained staff on IT processes, documentation, and quality procedures, improving internal knowledge retention.
• Managed custody of IT assets, spare parts, and tools; maintained accurate inventory records.
• Developed installation and configuration manuals for applications and pro
Education
Degrees, certifications, and relevant coursework
Corporación Unificada Nacional de Educación Superior CUN
ingenieria de sistemas, Systems Engineering
2024 - 2028
El Ingeniero de Sistemas está capacitado para analizar, diseñar, implementar y administrar soluciones informáticas y de telecomunicaciones. Domina programación, bases de datos, redes, seguridad y gestión de proyectos. Optimiza procesos mediante tecnología, lidera equipos de desarrollo y asegura la integración de sistemas en organizaciones públicas, privadas y proyectos independientes.
Servicio Nacional de Aprendizaje (SENA)
Tecnólogo en Análisis y Desarrollo de Software, Computer Programming
2024 - 2027
El Tecnólogo en Análisis y Desarrollo de Software está preparado para analizar requerimientos, diseñar arquitecturas, programar aplicaciones web, móviles y de escritorio, y llevar a cabo pruebas de calidad. Domina lenguajes de programación, bases de datos y metodologías ágiles, asegurando seguridad y optimización de sistemas. Su perfil laboral es versátil en empresas tecnológicas, departamentos de
Servicio Nacional de Aprendizaje (SENA)
Software Code Generation with Artificial Intelligence
Issued Jan 2026
Cisco Networking Academy
Cisco Networking Academy: Networking Basics
Issued May 2025
Microsoft for Startups
Microsoft Service Adoption Specialist
Issued Jul 2022
Servicio Nacional de Aprendizaje (SENA)
Technical Support Processes for Computer Equipment Maintenance
Issued Nov 2020
Servicio Nacional de Aprendizaje (SENA)
Networking and Information Security
Issued Oct 2020
Servicio Nacional de Aprendizaje (SENA)
Tecnico Profesional en mantenimiento de Eequipos de Computo, COMPUTER AND INFORMATION SCIENCES AND SUPPORT SERVICES
2014 - 2016
El Técnico en Mantenimiento de Equipos de Cómputo realiza instalación, diagnóstico y reparación de hardware y software, mantenimiento preventivo y correctivo, configuración de redes, soporte técnico presencial y remoto, además de capacitación básica al usuario. Su perfil combina habilidades prácticas en equipos y sistemas con atención al cliente, siendo clave en empresas, instituciones y servicios
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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