IT Incident Management Coordinator

I coordinate IT incidents for cloud and SaaS teams to support rapid service restoration and minimize business impact. I lead major incidents, manage escalations, and ensure issues are driven through resolution.

I communicate with technical teams and business stakeholders, maintain incident governance, and support SLA management. I work in global, cross-functional environments to improve service stability and continuous service improvement.

I worked on incident identification, documentation, and root cause analysis in English and Spanish. I maintained detailed incident records and provided concise updates to management.

I coordinated cross-functional teams across multiple technologies to support efficient incident response and resolution. I also conducted post-incident analyses to identify improvement opportunities.

I monitored the internal technological infrastructure of the company and its clients, validating alarms and using monitoring tools to identify operational and security events. I used ConnectWise, Auvik, VMware, N-able, and FortiSIEM.

I responded to customer service calls outside business hours in English and Spanish. I generated customer-requested reports, classified and organized data, and provided support through calls and email.

I attended incoming customer chats in English and Spanish and resolved product inquiries and technical issues using the knowledge base.

I provided first-level technical support and escalated cases when additional assistance was required.

Completed professional studies in financial administration, with knowledge of financial analysis, financial statement preparation, projections, and financial decision-making.

Diploma focused on financial strategic development for efficient decision-making and analysis.

Technical systems education with in-depth knowledge of office tools and hardware and software management.

Completed high school education.