Ana Gabriela Michelena Yépez
Quito
Summary
Dynamic IT professional with a proven track record at Dundee Precious Metals Ecuador, excelling in IT project management and asset management. Adept at enhancing network efficiency and fostering collaboration across teams. Skilled in Microsoft Cloud tools and committed to improving productivity through innovative solutions and effective communication.
Information Technology professional with thorough experience and readiness for role. Proven ability to drive impactful technology solutions and streamline IT operations. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in network management, software implementation, and system optimization, valued for reliability and problem-solving abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Information Technology Coordinator
Dundee Precious Metals Ecuador
06.2022 - Current
- Coordination and management of the IT department in Ecuador with reporting to Bulgaria.
- Service desk management with Service Now software for all Ecuador.
- IT project management.
- Improved network efficiency by implementing new software and hardware solutions for the IT infrastructure.
- Administration of Microsoft Cloud tools (Azure, Office 365, Sharepoint, One Drive, etc).
- Collaborated with cross-functional teams on various initiatives to align technology goals with business objectives.
- Provided ongoing staff training on new innovations to integrate innovations into instruction and administration.
- Conducted comprehensive assessments of existing IT systems, recommending upgrades or replacements as needed.
- Asset inventory management of the IT department.
- Corrective and preventive maintenance of IT equipment.
- Implemented innovative solutions to improve overall productivity, leading to increased company revenue.
- Installed new hardware and oversaw maintenance of existing hardware to provide support for users.
- Developed customized training programs for staff members, fostering a better understanding of technology tools and resources.
- user administration in Microsoft Dynamics 365.
Technical Support Analyst
INPSERCOM
04.2022 - 06.2022
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Offered remote support for cloud-based and web-based clients via phone, email, and chat.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Complete equipment rental project management.
- Corrective and preventive maintenance of computer equipment.
IT SUPPORT ASSISTANT
SINOPEC SERVICE ECUADOR
09.2021 - 03.2022
- Assisted in network maintenance, ensuring smooth connectivity for all users.
- Collaborated with IT team to successfully complete large projects within strict deadlines.
- Optimized hardware performance through regular maintenance checks and upgrades when necessary.
- Corrective and preventive maintenance of computer equipment.
- Active Directory Management in Windows Server for Domain (DNS)
- Administration of Office 365 tools (Outlook, One Drive, Sharepoint, etc).
- Huawei IP telephony management.
SYSTEM ANALYSTS
CONSEJO DE PROTECCIÓN DE DERECHOS DEL DISTRITO MET
08.2019 - 05.2021
- Provided technical support for end-users, resolving issues promptly and effectively.
- Enhanced user experience through the implementation of interface updates and usability improvements.
- Corrective and preventive maintenance of computer equipment.
- Website development and management using WordPress and FTP Server.
- Moodle Platform Management and Administration
- Enhanced collaboration between IT teams by standardizing communication protocols around system requirements, project progress updates, and change management processes.
SYSTEM ANALYSTS
PETROBELL S.A.
01.2019 - 04.2019
- Collaborated with cross-functional teams to develop system solutions tailored to business needs.
- Conducted comprehensive system analyses to identify areas for improvement and optimization.
- Developed detailed technical documentation to facilitate knowledge sharing among team members and aid in future troubleshooting efforts.
- Collaborated with upper management to drive strategy and implement new processes.
- Development and management of a web page for the entry of support and requirements.
- Management of Windows Server 2012 (Active Directory, Mailbox)
- Purchase requisitions in ERP called BAAN
- Contact with external suppliers for the purchase, maintenance and repair of computer equipment.
INTERN
MOVENTIA
12.2017 - 02.2018
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Analyzed problems and worked with teams to develop solutions.
- Handling of financial issues.
Help Desk Technician
LIFE
10.2016 - 04.2017
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Configured hardware, devices, and software to set up work stations for employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
Education
MBA - Business Administration And Management
EUNCET BUSINESS SCHOOL
Barcelona, Cataluña, España07-2018
INGENIERA DE SISTEMAS Y COMPUTACIÓN - Computer And Information Systems
PONTIFICIA UNIVERSIDAD CATÓLICA DEL ECUADOR
Quito, Ecuador01-2017
Skills
- IT asset management
- IT compliance
- IT budgeting
- IT procurement
- IT infrastructure
- Application support
- IT risk management
- Network administration
- Mobile device management
- ITIL framework
- Information security
- IT service management
Certification
- Certified Microsoft Fundamentals Ms-900, Microsoft
- Leadership Training - IDE Business School
- Certified HTML5, CSS3 and BOTSTRAP web design
- Certified ITIL, Binaria Sistemas
- Cisco CCNA Training - Cisco
- Innovation principles and approaches Training - Tecnológico de Monterrey
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Information Technology Coordinator
Dundee Precious Metals Ecuador
06.2022 - Current
Technical Support Analyst
INPSERCOM
04.2022 - 06.2022
IT SUPPORT ASSISTANT
SINOPEC SERVICE ECUADOR
09.2021 - 03.2022
SYSTEM ANALYSTS
CONSEJO DE PROTECCIÓN DE DERECHOS DEL DISTRITO MET
08.2019 - 05.2021
SYSTEM ANALYSTS
PETROBELL S.A.
01.2019 - 04.2019
INTERN
MOVENTIA
12.2017 - 02.2018
Help Desk Technician
LIFE
10.2016 - 04.2017
MBA - Business Administration And Management
EUNCET BUSINESS SCHOOL
INGENIERA DE SISTEMAS Y COMPUTACIÓN - Computer And Information Systems
PONTIFICIA UNIVERSIDAD CATÓLICA DEL ECUADOR
Similar Profiles
Kevin MIEZEKevin MIEZE
Civil Engineering Project Coordinator: Graduate at Dundee Precious Metals TsumebCivil Engineering Project Coordinator: Graduate at Dundee Precious Metals Tsumeb
Joseph MuyengaJoseph Muyenga
Student intern at Dundee Precious Metals Tsumeb (DPMT)Student intern at Dundee Precious Metals Tsumeb (DPMT)
Eryne Miriam SichoneEryne Miriam Sichone
Manager, Legal and Compliance at Dundee Precious Metals TsumebManager, Legal and Compliance at Dundee Precious Metals Tsumeb
Martin MerinoMartin Merino
Head of Memberships at La Palma Polo ClubHead of Memberships at La Palma Polo Club
Paola Mena JaramilloPaola Mena Jaramillo
Marketing Manager Feminine Care at EssityMarketing Manager Feminine Care at Essity