I am an IT Support and Technical Support professional with more than 15 years of experience supporting corporate users, applications, systems, and IT services.
I specialize in L2 support, technical troubleshooting, incident management, application support, user access management, Microsoft 365, Active Directory, and remote technical assistance.
I investigate complex technical issues, identify root causes, coordinate escalations with specialized teams, and communicate clearly with users and stakeholders throughout the resolution process.
My experience in IT Service Management has provided me with a strong understanding of SLAs, incident priorities, service impact, root cause analysis, documentation, post-incident reviews, and continuous improvement.
I have coordinated major incidents across multiple business units, created operational documentation, mentored analysts, and contributed to process improvements that reduced downtime and improved service stability.
I am seeking to continue my career in L2 Technical Support, Technical Support, Customer Support, or Customer Success roles, while expanding my knowledge of SaaS, APIs, automation, and AI.
Managed daily operations, supervised staff, controlled inventory, and coordinated digital sales channels including DiDi Food and Uber Eats.
Negotiated with suppliers, optimized production processes, and implemented improvements that increased efficiency and customer satisfaction.
Built transferable leadership, customer service, and operational management capabilities.
Coordinated major incidents across multiple business units, restoring services within SLA in 95% of cases. Served as the primary escalation contact, collecting impact, priority, and resolution details to keep stakeholders aligned.
Trained and mentored new analysts, improving onboarding speed and consistency in incident handling. Documented more than 50 resolution procedures and created templates adopted as team standards.
Implemented RCA and PIR sessions to reduce recurring incidents and strengthen service stability. Partnered with technical teams on process improvements that reduced downtime and produced weekly KPI reports for leadership.
Partial studies, Architecture
Partial studies in Architecture.
Bachillerato, Information Technology
High school education with an Information Technology focus.
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