I am a customer-focused support professional with experience assisting customers in fast-paced service, retail, and event environments. I combine strong communication skills with a growing technical foundation in IT, networking, and information security.
I am comfortable supporting users through email, web, and chat channels, documenting cases clearly, following up on requests, and explaining technical concepts in simple language. I approach customer interactions with empathy, patience, and a focus on practical resolution.
My technical skills include troubleshooting Windows and Linux environments, basic networking, TCP/IP, DNS, DHCP, routing, log analysis, and incident resolution. I use structured diagnostics and root-cause analysis to identify issues and escalate product or UI problems when appropriate.
I am currently completing a Technical Degree in Information Security and continuing my networking training through Cisco CCNA coursework. I am familiar with security frameworks including NIST and MITRE ATT&CK, as well as secure handling of user data and privacy principles.
I am a quick learner who adapts well to changing environments, multiple systems, ticketing platforms, and knowledge bases. I am a native Spanish speaker with C1-level English communication skills used in both written and verbal contexts.
