A dedicated IT professional with over 9 years of experience in a global helpdesk environment, providing comprehensive technical support and customer service. Proven expertise in end-user support, systems administration, and IT operations, enhanced by bilingual abilities in English and Spanish. A proactive and continuous learner, actively building skills in networking, Linux, and DevOps.
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Technical Competencies
Systems & IT Operations Administration
• User Lifecycle Management: Facilitates user access for enterprise systems, including processing SAP access requests.
• Participated in Software Deployment & Package Management via SCCM
• Microsoft 365 Account Creation & Modification
• Multi-Factor Authentication (MFA) Setup & Support using Okta
• Enterprise Application License Management for M-files, Adobe, AutoCAD, MiniTab, and Foxit.
• IT Procurement & Asset Management (Hardware & Software)
IT Service Management & Support
• Proficient in ServiceNow; experienced with Cherwell.
• Change & Incident Management Participation
• Outage & Maintenance Communication
• Global Helpdesk Support (Phone, Email, Chat)
• Bilingual Technical Support (English & Spanish)
End-User Support & Troubleshooting
• Superior Customer Service: Consistently recognized by end-users for exceptional support, establishing a reputation as a trusted and preferred point of contact.
• Advanced Troubleshooting for Windows 7, 10, and 11
• Microsoft Office 365 Application Support & Administration
• Password Management & Reset for Multiple Systems (Active Directory, SAP, Salesforce, Kronos, etc.)
• Mobile Device Support (iOS & Android)
• VPN & Remote Access Support
• Printer Configuration & Troubleshooting (Local & Network)
Foundational & Emerging Technology Skills
• Basic Python Scripting Knowledge
• Linux Fundamentals
• Introductory DevOps Concepts & Tools
• IT Foundations: Completed a comprehensive CompTIA A+ course (no certification), solidifying knowledge in hardware, software, and operational procedures.
