OSCAR ARDAYA
Dublin
Summary
Service Desk Engineer with 8+ years of experience providing Tier 1 and Tier 2 technical support, with a good track record of efficiently resolving hardware and software incidents for both on-site and remote users. Proficient in prioritizing tasks, meeting SLAs, and delivering exceptional technical support. Eager to contribute expertise in desktop support and IT infrastructure maintenance to enhance operational efficiency, with commitment to addressing customer needs, resolving issues, and maintaining positive relationships. Skilled in identifying and resolving customer problems through active listening and empathy. Demonstrates adaptability, working flexible hours including nights, weekends, and holidays, and continuously seeks self-improvement. Industries for both internal staff and external clients.
Overview
11
11
years of professional experience
Work History
Service Desk Technician
Celtic Management Services
Dublin
12.2023 - Current
- Provide Tier 1 and Tier 2 support to 50+ users via remote troubleshooting and on-site assistance.
- Manage 20+ daily tickets in ServiceNow, documenting and resolving them per SLAs.
- Troubleshoot hardware/software issues, including power and application crashes. Install, monitor, and support IT systems (VDI, LAN/WAN, Active Directory, third-party software).
- Perform hardware/software installations for various IT systems (Windows, MacOS, Office Suite, antivirus, email clients, virtualization platforms, network tools, DBMS, cloud services).
- Ensure compliance with customer guidelines, SOPs, and SLA standards, implementing improvements as needed.
- Act as the single point of contact for Tier 2 deskside support, managing advanced technical issues.
- Support IT security measures (firewall setup, encryption, security audits) to protect company data.
- Update status of incidents/service requests, coordinating with external suppliers for resolution.
- Handle logistics for asset/equipment movement, ensuring timely delivery per support tickets.
- Compile daily end-of-day reports on completed tasks, time spent, challenges, and successes.
IT Support Engineer
TELVAL Solutions
Dublin
07.2022 - Current
- Provided Tier 1 and Tier 2 support for 20+ users, addressing hardware, software, and network issues through remote access and desk-side visits.
- Lead IT incident response, coordinated with stakeholders to minimize impact, and implemented preventive measures.
- Conducted software installations, email setup, virus/malware removal, data backup/recovery, printer connectivity, VPN configuration, and system error monitoring.
- Created and maintained system help documentation, supported user training initiatives, and facilitated knowledge transfer sessions.
- Adhered to IT Service Management (ITSM) processes, contributing to the achievement of service level agreements.
- Configured and supported end-users on mobile computing platforms.
- Collaborated with stakeholders on internal IT audits to ensure compliance with processes and procedures.
- Followed company policies and procedures on ethics, data protection, information security, and compliance, safeguarding organizational assets.
Technical Support Engineer
Bethel Digitech
Dublin
01.2024 - 05.2024
- Delivered IT support for 20+ users with a 2+ team, troubleshooting and resolving Windows system issues.
- Followed up with clients to ensure full functionality post-troubleshooting, providing accurate feedback and preparing timely reports.
- Created and maintained technical documentation, managed technical queries, and ensured SLA compliance.
- Identified, researched, and resolved technical problems, escalating when necessary.
Set up new users, managed security (including Azure AD), monitored user activity, and ensured data backups. - Diagnosed and resolved software/hardware issues, including account setup and network configuration.
- Proactively solved problems, contributed recommendations, and tracked system issues to resolution.
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Utilized internal/external resources for accurate solutions and ensured effective communication with clients.
IT Head Support
Fercogan SRL
Santa Cruz
04.2013 - 03.2022
- Provided Tier 1 and Tier 2 support for over 30 users, to address hardware, software, and network queries through remote access and desk-side visits
- Develop and update programs for different Units as required
- Address requests from various departments for maintenance or repair of different equipment
- (Scales, cameras, and biometric devices) Provide technical advice to different areas as needed
- Handle information requests from any of the Management teams, for their knowledge
- Maintain the network operational
- Attend to the Delfin System and information systems
- Ensure the proper functioning of hardware and software
- Regularly update the Online Systems (Host Remete)
- Monitor the maintenance of scales
- Monitor the electrical service and power generator
- Coordinate tasks with the Commercial Management regarding systems management in auctions (internal/external)
- Lead response to IT incidents and crises, coordinating with business stakeholders to minimise impact and implementing preventive measures to avoid future occurrences.
Education
Informatic Electronic Engineer - Computer Engineering
06-2009
Skills
- Tier 1 and Tier 2 technical support
- Remote Support
- IT infrastructure maintenance
- Customer needs resolution
- Active listening and empathy
- Adaptability
- Hardware, software, and network support
- IT incidents and crises response
- Software installation and updates
- Email setup and troubleshooting
- Virus and malware removal
- Data backup and recovery
- Printer and peripheral device connectivity
- VPN configur
- IT Service Management (ITSM) processes adherence
- Mobile computing platform support
- Electrical service and power generator monitoring
- Ticketing Systems (ServiceNow, JIRA)
- Active Directory Management and User Account Administration
- Project Management Methodologies (ITIL Frameworks, Jira, SharePoint)
- Remote Access Solutions (TeamViewer, AnyDesk, Microsoft Remote Desktop, Citrix)
- Microsoft Office Suite (Excel, PowerPoint, Outlook, Word, Teams)
- Zoom
- Google Workspace
Community Service Volunteer | Fraternity Members Association
- Participated in a volunteer initiative with fraternity members to support those in need during and after the COVID-19 pandemic.
- Organised and coordinated efforts to collect and distribute essential items such as food, water, and clothing to affected families and individuals.
- Managed logistics and ensured timely delivery of supplies to various communities.
- Collaborated with local organisations and charities to maximise outreach and impact.
- Developed and maintained strong relationships with volunteers and community leaders to enhance support efforts.
Languages
Spanish
First Language
English
Advanced (C1)
C1
Portuguese
Elementary (A2)
A2
References
References available upon request.
Interests
Hiking
Travel
Timeline
Technical Support Engineer - Bethel Digitech
01.2024 - 05.2024
Service Desk Technician - Celtic Management Services
12.2023 - Current
IT Support Engineer - TELVAL Solutions
07.2022 - Current
IT Head Support - Fercogan SRL
04.2013 - 03.2022
Universidad Evangelica Boliviana - Informatic Electronic Engineer, Computer Engineering
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