Tito Diaz

Conducted assets validation analysis/reporting to optimize asset utilization-lifecycle management on HAM Pro on more than 28k devices across all US, Canada and LATAM Colliers locations. Maintained accurate asset inventory records, ensuring compliance with organizational policies and regulatory requirements. Collaborated with cross-functional teams to support procurement, deployment, maintenance, and disposal of IT and physical assets. Developed and implemented strategies for cost savings, risk reduction, and performance improvement of asset portfolios. Utilized asset management tools and software on ServiceNow to track asset performance, forecast needs, and streamline workflows. Prepared detailed reports and dashboards for stakeholders to aid in strategic decision-making for their budgeting forecast. Supported audits and reconciliations to validate asset compliance and ensure financial accuracy. Ensured adherence to SLAs, warranty agreements, and vendor contracts for all managed assets. Knowledge and certifications on ITSM Fundamentals and Implementation processes, ACC - Agent Client Collector configuration Windows/MAC deployment and MID servers on the ServiceNow learning platform.

• Provide global end user support for Colliers Unified Communications solutions encompassing more than 18k users across 500+ global locations. • Used platforms/technology like Skype for Business using Polycom with PoE technology than migrated to Microsoft Teams/Ring Central as an administrator. Also use CUCM, CUC, Mitel and Avaya in some other locations. • Provide technical assistance to the company team members in the use of Microsoft 365 products, Azure, VPN, Direct Access, Active Directory using a front end called Adaxes, Citrix, re-image Laptop-Desktops Dell/Microsoft Surface machines and also MAC support for Jacksonville and Gainesville offices. • Participated in file server data management migrations from different locations to SharePoint/Onedrive • Perform inventory/maintain all IT equipment for both office's including the IT Room. Work directly with network/firewall engineers to make sure all the routers and switches were working optimal at all time. • Provide Meraki Cisco Dashboard support to all Colliers locations worldwide. • Support, coordinate and perform administrative configurations to all the Multifunctional All-in one printers like Hewlett Packard, Ricoh and Xerox machines at Colliers locations. • Provide support on Windows Server 2012 R2 group folder permissions and work closely with the System engineers on our CAB meetings in case we need it to power down our VPS server.

• Provide global end user support for Deutsche Bank's Unified Communications solution encompassing 140,000 users across 2000+ global locations • Provide dual support of both Skype for Business (on-premise) platform and Avaya IPT platform during migration from Avaya to Skype for Business for enterprise voice • Skype for Business platform includes 600+ servers providing IM, Presence, desktop video and voice distributed over virtual desktops and Dell thin clients using Citrix HDX technology • Avaya IPT platform includes Avaya Session Manager, System Manager, 25 Communication Managers, Aura Messaging, AES, AFS, EC500 and One-X Communicator • Support a hybrid carrier connectivity solution including Avaya Media Gateways with PRI circuits and Oracle SBCs with SIP trunking • Operate management platforms including Nectar monitoring tool, ITRS Geneos and Service Now SaaS model ticketing system

- Tier 1 remote support in all Crowley locations in the world including their Business Office’s in Jacksonville for any desktop, telephony and LAN/WAN hardware/software components including installation, configuration, and management. - Provided support to 5,300 end users within the service desk. - Understand the client’s business and technical environment, including their customized applications and specialized work methods - Understand and achieve the client’s contractual SLAs regarding service delivery, and perform to those SLAs. - Resolve the Tier one tickets, achieving the established SLAs for that ticket. - Involve others – escalate to colleagues and co-workers as well as the client – to bring issues to resolution within the SLA or seek additional help as required - Monitor the boards to ensure SLAs are met for email tickets - Develop, document, maintain and update SOP's to increase client value and EI performance - Identify recurring issues impacting the customer’s profitability and implement problem management methods to develop sustaining solutions. - Implement the EI pro-active service delivery model. Conduct business analyses to identify ticket/incident trends. Create additional value for EI and the client through new tools and automation. - Develop solutions that can be implemented either by the client or by EI to reduce/prevent future issues. - Use and evangelize all relevant EI tools and automation throughout the EI environment - Maintain pro-active communications within EI and the client. Develop and implement a plan for continued professional development in both technical and non-technical areas.

Support all 44 Retail Stores across the island including Business Office. Provide support in all LAN/ WAN systems, support all the POS stations hardware and software including phone system Avaya and BCM50, NCR BPK Machines, Wireless Access Points and Cisco equipment's including turn up of the Routers and Switches for all new locations, provide support for local Servers, perform backup to database in MS SQL 2008. Some experience with ghost images, Linux Ubuntu, MS Visual Basic, MS Access Database. Extensive experience in HP / Dell Desktop and laptops machines including HP MFP.

Acquired by T-Mobile through merger; Support 24/7 the entire organization in all computer’s software, hardware and LAN related problems. Check event log of servers, fix/try to fix as needed. Create new directories, shares, and security groups, new accounts, disabling/deleting old accounts and managing account policies. Make sure backup runs and verify the files of the users with our quota software. Glance over DSU/TSU, Cisco switches, routers and hubs. Make sure everything is running and working. Account administrator in Windows domains. Implement any new policy, permission, logon script, or scheduled script modifications to the equipments.

Responsible for the implementation, support and maintenance of servers and IBM workstations in the computer room and manufacturing area. Provide support to all users at the company. Account administrator and consultant in Windows NT4.0, Novell 3.12, IFICS, Email System, Max and Logistics. Programming and installation of analog & digital telephones in a DEFINITY system.

Certificate as a Computer Operating System Technician