I am an IT and customer-focused professional with experience in IT helpdesk, L2 technical support, troubleshooting, incident investigation, and user support. I diagnose software and hardware issues systematically and communicate solutions clearly to non-technical users.
I have supported users at Wincor Nixdorf, where I investigated technical incidents, managed multiple priorities, escalated complex cases, and used remote-support tools to help resolve issues efficiently.
I also bring extensive operations management experience from retail and hospitality environments. I have managed customers, teams, suppliers, processes, and systems in high-volume settings where accuracy, reliability, and responsive problem-solving were essential.
I am experienced in training staff, introducing operational standards, improving processes, and resolving customer and system-related issues under pressure. My strengths include analytical problem-solving, attention to detail, customer communication, and team collaboration.
I recently completed Jira Fundamentals and Agile with Jira through Atlassian University and am continuing to develop my Scrum knowledge. I am motivated to apply my technical support and operational experience in a professional IT support environment.
Provided technical support to users and investigated software and hardware incidents. Diagnosed issues systematically and worked toward timely resolution while following structured support processes.
Escalated complex incidents when required and communicated technical problems and solutions clearly to non-technical users. Used TeamViewer and Remote Desktop tools to provide remote support while managing multiple incidents and priorities.
Managed day-to-day business operations, customer service, staff, suppliers, systems, and operational processes. Resolved customer and operational issues quickly while balancing multiple priorities in a high-volume environment.
Implemented a new franchise operation and introduced processes, standards, and systems. Trained staff on procedures and supported employees with operational and system-related issues.
Managed a seasonal, high-volume hospitality operation serving more than 200 customers per day during peak periods. Led recruitment, training, and daily coordination of more than 15 employees.
Resolved customer and operational problems under time pressure, while working closely with staff, suppliers, and customers. Introduced clearer processes and responsibilities to improve service consistency and operational efficiency.
This professional hasn’t added portfolio projects yet.
This professional hasn’t listed any services yet.
Gustavo Javier Martinez IT Infrastructure Administrator / Systems Analyst 
Agatha Nweze IT Support Specialist and Systems Administrator 
Gustavo E. Vegas Silva Senior IT Support and Systems Analyst 
Gedeon Ntumba Technical Support Engineer 
Jeremy Manuel Inoa Firpo Systems Engineer 
Orlando Sarabia Technical Support Representative 
Heber Bogarin Casco Technical Support Technician and After-Sales Advisor 
Heileen Hernndez Junior IT Support Analyst and Software Developer 
