Application support / Technical Support / Help desk Analyst

1. ____________________________________________________
JOSE JORGE PLASCENCIA MUCINO, SYSTEMS ENGINEER
549, Senecal Av Phone: 514 746 4986
Montreal, QC, H8P2B5 Email: jorge_plascencia1@yahoo.com
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Technical Support Analyst, e-Commerce Analyst
SUMMARY
• 10+ years of experience in help desk support and/or customer service experience.
• Experience of broadband and internet-based applications.
• Experience in a Windows network environment.
• Excellent communication, analytical, teamwork, independent and customer service skills.
• Knowledge of SAP FICO & SD.
• In Depth knowledge of computers and their components, operating systems,
infrastructure and applications.
• Proficient in English, French and Spanish.
PROFESSIONAL EXPERIENCE
Technical Support/Help Desk Analyst at Baldor Electric
September 2006 – March 2009
About Baldor Electric: Manufacturer of energy efficient electric motors and adjustable speed drives.
• Provided help desk support to 100+ users on Windows XP desktops with Microsoft Office, Lotus
Notes, Access and Citrix. Resolved tickets within 1 business day obtaining high user satisfaction.
Configured and installed hardware for new users. Administered and maintained the local Active
Directory.
• Maintained and provided ongoing design of promos, ad banners and seasonal content of an affiliate
company portal (http://www.ptplace.com.mx). Provided on-line, call support and training for customers
of the website.
• Created custom sales performance reports on a monthly basis for management using Rapid SQL and
Excel. Data was extracted from in-house ERP and Sales systems using SQL Server 2000 and Sybase as
back-ends.
Achievements:
• Quotations request, analysis, installation and help desk support for a new system in the company that
control the access to the facility to all persons.
• Created a friendly interface between ALTIRIS software and Microsoft Access to see the hardware
inventory of all the computers in the company.
Supervisor/Help Desk at ING Seguros Comercial America
September 2004 – July 2006
About ING Seguros Comercial America: ING is a global financial institution of Dutch origin offering banking,
investments, life insurance and retirement services..
• Assist agents of sales in their daily tasks to check if all his Insurance policies were accepted for the
main company.
• Monitor and ensure accurate and timely processing of new Insurance policy.
• Resolve and follow up on routine reconciliation issues, assist researching and resolving more complex
items accurately on a timely basis.
• Provided help desk support to 10+ users on Windows XP desktops with Microsoft Office, Microsoft
Outlook and Microsoft Access. Configured and installed hardware for new users. Always obtained high
user satisfaction.

2. Achievements:
• Mutual cooperation between main office to print our Insurances Policy's.
Help Desk at CEMEX MEXICO
April 2003 – September 2004
About Cemex Mexico: provides high quality products and reliable service to customers and communities throughout
the Americas, Europe, Africa, the Middle East, Asia, and Australia.
• Provided help desk support to 20+ users on Windows XP desktops with Microsoft Office, Microsoft
Outlook and Microsoft Access.
• Technical support and training to the ERP system (Created by OPL of Mexico), My specialization was
in the process of sales.
Achievements:
• Create the connection between a topspeed database and Excel through Microsoft Queries.
Software developer and Technical Support at OPL DE MEXICO
February 2002 – March 2003
About OPL of Mexico: Specialized in the outsourcing and the system development of strategic information for
medium companies, based on our own system ERP.
• Development of small utilities in the in-house ERP, developed in Clarion Language. These utilities
were made for the sales module and included in a new version and used for several customers in
Mexico.
• Provided help desk support to 20+ users on Windows XP desktops with Microsoft Office, Microsoft
Outlook and Microsoft Access.
Achievements:
• Developed a utility in Clarion Language to read orders in text files and import to the topspeed database
is an internal database.
Network Administrator at AGROFERMEX
January 1998 – January 2002
About AGROFERMEX: Manufacturing Chemicals And Allied Products.
• Provided help desk support to 60+ users on Windows XP desktops with Microsoft Office, Microsoft
Outlook and Microsoft Access. Configured and installed hardware for new users. Administered and
maintained the local Active Directory.
• Network design, implementation, and management. We had 2 routers, one connected to Veracruz and
other to Torreon and were connected with DS0 technologies, 3 switch's to connect all the office users,
administration of 2 windows 2000 servers.
• Ensure the integrity of the overall network and all networking devices. We sent pings to know if they
were connected. And always stayed connected with the VNC tool to verify the connection with the
servers
• Responsible of the good functioning of the backups, We used the veritas software and tapes formats.
• Technical support to the ERP (Created by OPL DE MEXICO), I gave training about Sales module,
Accounting module, and how to Extract data to Microsoft Excel with Queries.
Achievements:
• Installation of a new Windows 2000 server. Doing the migration from Windows NT, and activating the
Active Direct service. We added all the users to the new domain and shared folders and gave
permissions to the users.
• Successfully connection of two branches in different states. Were connected through DS0 and we used
two routers Cisco 1700.

3. • Installation of Wingate software (Proxy and Firewall software), Created the rules to allow to the users
get access to the Internet in a safe mode .
Manager, Information Systems at SAAPSA
September 1997 – December 1997
About SAAPSA: Commercialize products derived from the Steel and complementary, focused to the Construction,
Industry and Field
• Provided help desk support to 20+ users on Windows XP desktops with Microsoft Office, Microsoft
Outlook and Microsoft Access. Configured and installed hardware for new users. Administered and
maintained the local Active Directory.
• Network design, implementation, and management. We had 2 Servers with Novell 4.1, Connection with
one branch through DS0 in the same city and other connection to a branch in Celaya with DS0 too.
• Ensure the integrity of the overall network and all networking devices (routers, switches, etc). I was
doing a ping to each branch to verify the connection.
Achievements:
• Successfully connection of two Novell servers in different states, I used the DS0 technology.
IT Administrator at BOTAS LOS POTRILLOS
July 1996 – September 1997
About BOTAS LOS POTRILLOS: BUYS AND SALE OF FOOTWEAR AND LEATHER SHEEPSKIN JACKETS
• Provided help desk support to 15+ users on Windows XP desktops with Microsoft Office, Microsoft
Outlook and Microsoft Access. Configured and installed hardware for new users. Technical Support to
a POS(point of sales) software in 6 branches.
• Network design, implementation, and management. I had one Novell server 3.11, and Windows NT
Server. I migrated the Novell server to Windows Server.
• Ensure the integrity of the overall network and all networking devices. I was doing a ping to server to
verify the connection.
Achievements:
• Installation of new network infrastructure, Wired to UPT Niv5. With 12 UTP ports, and 2 switch's
3COM.
• Development of new software to control the access of the employee at the facility. I used Clipper
Language, and I used bar code to read the employee card,
EDUCATION
Bachelor of Engineering in Software Engineering
Autonomous University of Guadalajara
September 1992 – August 1996
TRAINING