1. Biography
Carlos Bermúdez Vives
Desamparados/San José, Costa Rica
cbermudezv@hpe.com
Profile
Carlos joined HPE in august 2015 working as application management operation support for the
Cenovus Business. Since he joined the company, he has supported more than 1000 applications
in different environments OS. His role consists of providing the information required when
interacting directly with the client and detecting which is the correct solution for the issue. In
addition, Carlos takes control of the issue and goes farther than what his role requires, including
performing trouble shooting, debugging, and making step by step, short manuals for the user.
Carlos has a strong IT understanding which make him successful with IT infrastructure, such as
what is used in his work.
Before joining HPE Carlos worked as an IT Technical Support Level II and also as the Backup of
the Server Admin and Network Admin in a bank, and managed different finance applications and
projects.
Carlos is a strong IT support since April 2010.
Skills
Technical Skills
 IT infrastructure 4+ years
 Networking 4+ years
 Application Support 6+ years
 Microsoft Server (AD, DNS , DHCP, GPO, ESXI,VMWARE) 2+ year
 SQL Server 2+ year
 Debugging languages (.NET , VB , RPG (AS400) ) 2+ year
 Microsoft Excel (Macros) 2+ year

2. Biography
Business Experience
 Managed the project of migration of branch's servers (Server/Database) – 1 year
 Managed the project of migration cashier applications (Software /Server/Database) – 1
year
 Managed the project of International Bank Transaction (AllienceSoft/Sinpe) – 6 mouths
 Managed the project of change EIGRP and VLans segmentation (Cisco Router /
Switching) – 1 year
Industry Experience
 Finance & Banking +6 years
 Oil & Gas 6+ months
C ourses
 Oracle Module I – 2014
 Visual Basic Basic Excel – 2014
 Cisco Modules I/II/III/IV – 2013
 IT Essentials Hardware and Software – 2013
 Course Cobit 4.1 / ITIL V3 – 2012
Professional Work Experience
Hewlett Packard Enterprise Dates
Application Management Operation Support /Cenovus 03 August -
Current
 Support and maintenance of information systems per standard ITIL and ITSM process
methodologies
 Creation and maintenance of documentation
 Exercise independent judgment within defined policies and practices to identify and select a
solution, seeking for advice on complex issues.
 Proactively search for issues and provide solutions to prevent the escalation of problems

3. Biography
 Point of escalation for incidents and requests that cannot be resolved by the Service Desk
 Communication skills and good client-facing interpersonal skills are important as the AMOS
support role assists application users with application functional support questions
Banco Lafise Dates
Technical Support 2010-2015
 Responsible for the licensing control, installation, migrations, issues, vendors from more
than 40 applications
 Responsible for resolving critical incidents related to infrastructure , resolving internal bank
applications, remote control to user’s desktop , customer services , solution of issues with
suppliers ,service desk and help desk
 Responsible for incidents networking solution of internal bank applications – Level 1 and
Level 2
 Responsible for solving incidents affecting documentation services ,printing ,IIS ,FTP ,DNS
,DHCP, Security Policies and active directory – Level 1 and Level 2
 Responsible for designing and implementing the project application for cashiers
 Responsible for implementing the system of international transfers
 Search for errors in the compositions of incoming and outgoing message’s transfers.
 Implementation of batch files for unattended process execution and OS modification files.
Education
University Country
Universidad Americana – Computer Engineer bachelor’s degree San Jose – Costa Rica
Bowling Green Technical College – Senior Grade Kentucky – USA
Languages
English – Oral and Written Proficiency