Detail-oriented IT professional with 10+ years of experience as a hardware/software support specialist and systems/network technician. Skilled at operating in a wide range of platforms. Excellent written and oral communication skills; capable of explaining complex software issues in easy-to-understand terms.

1. Mario Ballestero Murillo
SAN JOSÉ, COSTARICA | H: (506)4700-5148 | C: (506)8425-4059
mario.ballestero.murillo@gmail.com
Overview
Detail-oriented IT professional with 10+ years of experience as a hardware/software support
specialist and systems/network technician. Skilled at operating in a wide range of platforms.
Excellent written and oral communication skills; capable of explaining complex software issues in
easy-to-understand terms.
TechnicalSkills
● Programming and design skills Visual Basic.
● Document management and developing.
● Testing - Assurance / Control.
● Excellent problem solving skills.
● Networking, databases, share-point and oriented to objects languages(.NET)
● Cisco (2nd Module).
● Excellent knowledge on Electric/Electronic science as well the use of tools for maintenance.
Soft Skills
● Advanced knowledge in different communication and engagement techniques.
● Fast learner, highly motivated and customer service oriented.
● 100% Fluent expressing myself in English.
● Metrics and Reporting knowledge.
● Project Management Fundamentals.
● Strong analytical skills.
● Document management.
● Testing - Assurance / Control.
● Excellent problem solving skills.
● Highly motivated and results oriented.
● Ability to drive results through remote teams in a fast-paced and matrix organization.
● Good building relationships and easy to manage people to work as a team.
Educationand Training
● Microsoft Access 2007 Advanced
● Advanced knowledge in Microsoft Excel, word and power point.
● .Net Intermediate
● Microsoft InfoPath
● Project Management Fundamentals 2
● SharePoint Designer
Universidad Hispanoamericana
Computer Engineering.

2. Inst. Tecnológico de Costa Rica
CCNA Module II
Inst. Para-Universitario Jiménez
Computer Maintenance and Networking
ProfessionalExperience
VMWARE / STT Group. Business Transformation and Automation.
Start Date: Feb 09 End Date: Current
Support Specialist II - BTA Business Apps Support, Planning and Management
Accomplishments
● Triage and resolve global support cases on different systems, applications, process, or data
issues including out of scope investigation for proper routing.
● Liaise with global support team members on issues going over the “follow-the-sun” hand-off,
as needed, working back and forward on the negotiation between IT departments and the
business creating one language environment for everyone to understand every deal and
topics.
● Collaborate with IT to resolve system integration or code-related fixes, successfully, this will
include the upgrade of one of the applications, running as a host of daily/weekly and monthly
checkpoint calls, post go live support and this will include as well the presentation of the
support plan for the business, project team, and IT team. Extra-ordinary calls focused over
the discussion of any reported issues during the project live time.
● Heightened Support post projects.
● Communicate and set targeted resolution time frame to business users.
● Engage with business stakeholders to understand business requirements.
Bank Of America
Start Date: Nov 09 End Date: Oct 14
Senior Facilitator/ Security Point Of Contact (SPOC)
Accomplishments
● I was one of the first associate promoted from the provisioning (setup users for access no
network applications) to the facilitation role (Approver and security point of contact for every
access granted prior provisioning setup).
● Worked in the migration of several applications and platforms.
● Leaded meetings, application testing, and checklist creation for 300+ Applications
(Financials, citrix, testing, VPN, access management, transactional, monitoring).
● Assumed the Metrics and Reporting Role for the whole team.
● Feedback and corrective actions daily performed to manage those situations were in the
past we had no visibility and now the overall of the team is possible to be corrected real time
due this implementation.
● Customer interactions
● Application Owner´s point of contact for every change or modification in their processes
and/or Procedures.
● Work aside the daily tasks, leading the Video Games initiative related to the Associate
Satisfaction Team for the whole bank

3. Hewlett Packard De Costa Rica
Start Date: Sep 07 End Date: Aug 09
Incident Lifecycle Coordinator
Accomplishments
● Processing tickets requests
● Analytical skills where growing until I got the queue management
● Responsibility of handling and distributing tickets according to quantity and agents
availability based on the service level agreement precedence.
● Supervising and approving the escalation and projects from the high priority customers
● Evaluation life-cycle and proper ticket routing.
One of the most important task there, was the Impact Report that when directly to the Line of
business Governance team every day.
ITS INFOCOMUNICATION (R.A.C.S.A)
Start Date: Sep 06 End Date: Aug 07
English Support Agent
Accomplishments
● Support network configuration.
● VPN accessing, Dial up connections as well in Outlook support.
● Promoted to Senior Customer Anti-SPAM support agent coordinator due to effective
performance within the call management.
● Servers monitoring for ports efficiency and improvement.
● Process implementations.
● Problem solving scenarios in our end users requirements.
● Periodic reports analysis and constant performance review among other corrective
action plans.
Intel
Maintenance Handing Technician
Start Date: Jul 05 End Date: Jul 06
Accomplishments
● Maintenance and services for several types of Hardware.
● Systems configuration for windows computer
● Upgrades on machines used to carry and develop chip-sets used on computer motherboards
presented by myself
● Handling modules needed for bug correction in auto-processes for the handling machines
Others
Availability to travel
Schedule Flexibility