I am an Informatics Engineer and IT Support Specialist with over seven years of experience supporting users, troubleshooting technical issues, and administering systems.
I have experience providing first- and second-level technical support, configuring helpdesk platforms, installing software, reviewing technical documentation, and maintaining service quality standards.
My background includes systems analysis, system administration, CRM, ITSM, SaaS, helpdesk solutions, virtualization technologies, Windows environments, and technical presales.
I have conducted product demonstrations and online webinars, supported client implementations, configured user accounts and equipment, and collaborated with cross-functional teams to deliver effective IT solutions.
I am skilled in documenting legacy processes, improving operational efficiency, configuring workstations and routers, managing server backups, and supporting laptops, mobile devices, email accounts, and biometric access systems.
I am passionate about delivering reliable technical support, resolving complex issues, and helping organizations improve their IT operations and customer experience.
Provided technical support and systems analysis services, assisting users with technical issues and maintaining service quality.
Handled communication, conflict resolution, negotiation, and support interactions across calls, live chats, and emails while achieving more than 96% of quality expectations.
Conducted product demonstrations and online webinars for SaaS, CRM, ITSM, helpdesk, HR management, and chat solutions.
Provided first- and second-level user support, configured helpdesk platforms, installed software, reviewed technical documentation, and ensured compliance with service and quality standards.
Provide systems analysis and technical support for priority clients, contributing to improved settlement rates and operational efficiency.
Documented previously undocumented legacy-system processes, reducing setup time and supporting user accounts, biometric access, cellular equipment, email accounts, laptops, workstation assembly, router configuration, and server backups.
T.S.U., Computer Science
Graduated with a technical degree in Computer Science.
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