Julian Fernando Duran Gonzalez

Electronic Engineer with 5 years of experience
in the IT industry, specializing in Database
Administration L2. Dedicated to meeting and
exceeding SLAs while delivering tailored
solutions to client needs. Leveraged 3 years of
prior experience as a Help Desk Agent with a
multinational client.

Electronic Engineer with 5 years of experience
in the IT industry, specializing in Database
Administration L2. Dedicated to meeting and
exceeding SLAs while delivering tailored
solutions to client needs. Leveraged 3 years of
prior experience as a Help Desk Agent with a
multinational client.

Provided efficient IT solutions to end users in English and Spanish,
ensuring their technical issues were resolved promptly and
effectively via calls, mail, chat and tickets.
Administered user domains via Windows Server and Active
Directory, including user creation, modification, rule enforcement,
and password administration.
Ensured the correct use of IT equipment and conducted
installation surveillance to maintain optimal performance.
Created and managed service tickets on BMC and Service Now,
tailoring responses to meet user needs and consistently meeting
customer Service Level Agreements (SLAs).
Developed and interpreted dashboards within the Service Now
platform, proactively monitoring IT service performance and
facilitating data-driven decision-making.
Managed the Service Desk mail system, overseeing the creation
and follow-up of incidents and requests, streamlining incident
resolution processes.