Assistant IT Manager

Ernesto Diaz

My objective is to advance my career with a leading organization that will utilize my extensive IT knowledge and customer service experience, while also allowing me to develop further as a professional.

  • Network Administration
  • Systems Administration
  • MDM Administration
  • Documentation
  • Ticketing Systems
  • Remote Support

Contact

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Work

Experience

  • Pollo Regio
  • Assistant IT Manager Apr 2023 - Present
  • Led an equipment upgrade for 42 locations, setting clear installation standards, creating knowledge articles and documentation, coordinating with internal teams and contractors, and ensuring all deadlines were met.
  • Trained IT technicians on best practices, processes, and procedures, which helped maintain compliance and reduce downtime.
  • Administered and optimized the IT infrastructure (including network, servers, POS systems, drive-thru technology, security systems) resulting in consistent reliability and minimal downtown.
  • Introduced an inventory check-in/check-out system, and created a ‘Store Inspection’ form for field technicians to submit to ensure accountability, and better oversight of equipment use and maintenance.
  • System / Network Administrator Aug 2022 - Apr 2023
  • Administered and optimized the IT infrastructure (including network, servers, POS systems, drive-thru technology, security systems) resulting in consistent reliability and minimal downtown.
  • Created a standardized network topology for 46 locations, including creating detailed network diagrams, implementing a network outage procedure, and training technicians on response protocols, significantly decreasing network downtime and ensuring continuous business operations to prevent revenue loss.
  • Deployed Linux server VMs on a Windows 2016 Hyper-V server to implement a SIEM, network monitoring system, IPAM, and syslog server, significantly enhancing network security and monitoring capabilities.
  • Cyberlink ASP
  • Technical Support Specialist Jan 2022 - Apr 2022
  • Managed application deployment and maintenance on Citrix XenApp servers for hundreds of companies, including logging into and updating SQL, Exchange 2016, file servers, app servers, and print servers.
  • Utilized SolarWinds Orion to monitor server health, troubleshoot server issues, and track server resource utilization, ensuring optimal performance and quick resolution of problems.
  • Managed Active Directory and Microsoft 365 accounts, group policies, file shares, and file recovery.
  • Managed email and website filtering using Fortinet and Barracuda to meet each company’s security needs.
  • Walmart
  • Customer Service Supervisor Jan 2005 - Dec 2021
  • Trained and mentored new employees on customer service protocols, company policies, and problem solving techniques.
  • Managed daily operations of the customer service department, including scheduling, task delegation, and performance monitoring.