IT / Systems Administrator · Résumé

Humberto Acosta

Senior IT Systems Administrator delivering Tier 1–3 enterprise application support, Windows Server / Active Directory operations, and PowerShell automation.

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Summary

Senior IT Systems Administrator with 20+ years of experience delivering Tier 1–3 application and infrastructure support to 3,000+ enterprise users across US and LATAM operations. Resolve 30+ incidents weekly with 98%+ SLA compliance using ServiceNow, BMC Remedy, and ITIL-aligned change/incident/problem management. Deep hands-on expertise administering Windows Server (2003–2022), IIS, Active Directory, Group Policy, DNS, and SQL Server, plus building PowerShell automation that saves 6+ hours of manual effort weekly. Skilled at root cause analysis across hybrid cloud (Azure / AWS), on-prem, and SAP / IBM AS400 environments. Bilingual English / Spanish. Available for 100% remote roles.

Core Technical Skills

Operating Systems & Servers

Windows Server 2003–2022, Windows 10/11, IIS 7–10, Linux (Ubuntu, RHEL basics), Hyper-V, VMware ESXi (basic)

Directory & Network Services

Active Directory, Group Policy (GPO), DNS, DHCP, TCP/IP, VPN, SMB / File Shares, Network Troubleshooting

Cloud & Hybrid Infrastructure

Microsoft Azure (App Services, DevOps, AD), AWS (EC2, S3 basics), Microsoft 365, Hybrid Identity

ITSM & Support

ServiceNow, BMC Remedy, SysAid, JIRA, ITIL Foundation practices, SLA Management, Incident / Change / Problem Management, Root Cause Analysis

Monitoring & APM

Quantum Metrics APM, Application Insights, Event Viewer, IIS Logs, Custom .NET Health Checks

Automation & Scripting

PowerShell, Bash, Batch Scripting, Task Scheduler, Cron, Custom .NET Automation Tools

Databases

SQL Server (2008–2022), SSMS, T-SQL, Stored Procedures, MySQL, Crystal Reports, SSRS, SSIS

Application Support & Development

.NET Framework / .NET Core, C#, VB.NET, ASP.NET MVC, RESTful APIs, SOAP, Web Services, Visual Studio, Postman, Fiddler

Enterprise Systems

SAP (functional support), IBM AS400 / iSeries, ERP systems, SAP–SQL–AS400 integrations

Languages

English (Professional), Spanish (Native)

Experience

Senior Systems Administrator

Jul 2022 — Present

Southern Glazer’s Wine & Spirits — Miramar, FL

Provide Tier 1–3 application and infrastructure support to 3,000+ enterprise users across US and LATAM operations, resolving 30+ tickets weekly while sustaining 98%+ SLA compliance via ServiceNow.
Administer Windows Server, IIS, Active Directory, GPOs, and SQL Server environments hosting business-critical applications; perform OS patching, IIS app pool tuning, and certificate / TLS management.
Built PowerShell and C# automation suites that save 6+ hours of manual effort weekly, automating ticket triage, application health checks, log analysis, and routine maintenance reporting.
Lead root cause analysis on outages spanning SAP, IBM AS400 (iSeries), SQL Server, IIS, and third-party APIs using Visual Studio, SSMS, Fiddler, and Postman.
Operate Quantum Metrics APM and custom monitoring to proactively detect incidents before user impact, reducing mean time to resolution (MTTR) on mission-critical platforms.
Coordinate change requests, regression testing, and production releases with Development, QA, and Infrastructure teams under ITIL change-management practices.

IT Application Support Specialist (LATAM)

Sep 2020 — Feb 2023

Brightstar / Likewize Corporation — Miami, FL

Owned the LATAM application-support queue (Argentina, Mexico, Brazil) in ServiceNow, performing Tier II/III triage, troubleshooting, and incident resolution against contractual SLAs.
Authored a reusable knowledge base of resolution playbooks and runbooks that meaningfully cut repeat-issue resolution time for the global support team.
Maintained AFIP (Argentina tax authority) RESTful integrations, ensuring uninterrupted regulatory compliance across 500+ daily trade-in transactions.
Delivered Tier II/III support, root cause analysis, and technical documentation adopted across global support teams.

Application Support Lead

May 2019 — Aug 2020

HCL America (Brightstar Account) — Miami, FL

Owned production support for 3 core enterprise applications, leading on-call rotations, hotfix deployments, and post-incident reviews.
Built PowerShell and .NET monitoring/alerting that surfaced post-deployment issues earlier and reduced incident discovery time.
Implemented Agile/Scrum ceremonies, CI/CD pipelines, and Azure DevOps branching strategy to stabilize the release process.

Application Support & Systems Engineer

Aug 2017 — Apr 2019

Brightstar Corporation — Miami, FL

Sustained 99.9%+ uptime for mission-critical logistics and warehouse applications supporting international operations across 20+ countries.
Participated in 24/7 on-call rotation; led after-hours troubleshooting, hotfix releases, and post-incident reviews.
Managed TFS user stories, branching, merges, and release packaging for a distributed development team.

IT Lead & Co-Founder

Sep 2015 — Aug 2017

Zulia Technology — Maracaibo, Venezuela

Co-founded technology consultancy and led a 4-person team delivering managed IT services and application support to insurance and oil & gas clients.
Stood up Windows Server, SQL Server, Git, and CI/CD infrastructure for client deployments from project kick-off.
Defined ITIL-aligned incident, change, and problem management processes for ongoing client engagements.

Selected Engagements

Tier 1–3 Application Support — SGWS

Operate Windows Server / IIS / SQL Server estate hosting business-critical applications for 3,000+ users; sustain 98%+ SLA via ServiceNow.

PowerShell Automation Suite

Automated ticket triage, app health checks, log analysis, and report generation, saving 6+ hours of manual effort weekly.

API Monitoring & Alerting

Built PowerShell + .NET alerting at HCL that proactively surfaced API failures, reducing incident discovery time.

AFIP (Argentina) Compliance Support

Maintained the integration with Argentina’s tax authority (AFIP) supporting 500+ daily trade-in transactions in regulatory compliance.

ITIL-Aligned Operations — Maersk Drilling

Ran incident, change, and problem management via BMC Remedy across IT and oil-drilling support.

Education & Certifications

Bachelor’s in Computer Engineering (Software Development)

Rafael Belloso Chacín University (URBE), Venezuela

Senior University Technician in Business Administration

Rafael Belloso Chacín Technical College (CUNIBE), Venezuela

Complementary

ITIL Foundation practices · Windows Server 2003–2022, Active Directory, GPO · English (Professional), Spanish (Native)