I am an IT Support Analyst and Computer Engineering graduate with more than 10 years of experience supporting users across customer service, technical support, monitoring, and systems operations.
I have delivered multichannel customer support through email, chat, and phone, handling requests, tickets, billing inquiries, and technical incidents. I am experienced in Level 0, Level 1, and Level 2 support environments.
My technical background includes Windows and Linux systems, networks, hardware, software, mobile device configuration, CRM platforms, data entry, reporting, and remote and on-site operations. I am comfortable diagnosing incidents, escalating requests, and following up until resolution.
I also have front-end and full-stack development training, with knowledge of HTML, CSS, JavaScript, React, Node.js, SQL, Python, Git, and Figma. I use these skills to approach process improvement and automation opportunities.
I am proactive, detail-oriented, adaptable, and focused on continuous improvement. I work effectively in teams, communicate clearly with users and stakeholders, and create technical reports and service documentation.
I am interested in IT support, help desk, technical operations, systems analysis, and technology-focused customer service roles where I can combine troubleshooting expertise with strong customer attention.
Provided multichannel customer service through email, chat, and phone. Received, routed, and managed customer requests and service requirements.
Used HubSpot CRM to register cases and route requests. Delivered remote technical assistance and customer guidance.
Advised corporate customers on billing processes and monthly invoice validation. Reviewed billing compliance and followed up on outstanding requirements.
Issued and sent invoices using business tools while supporting customers with billing-related questions and processes.
Provided Level 0 and Level 1 technical support to users. Configured Android, iOS, and other mobile devices.
Diagnosed and resolved incidents, maintained systems, managed tickets, and coordinated or escalated requests when required.
Provided assigned users with Level 0 and Level 1 technical support. Configured Android, iOS, and other mobile devices.
Diagnosed incidents and implemented solutions to restore service and support users in an on-site environment.
Monitored and tracked operational units using a tracking platform and telephone center. Responded to user requests and follow-up needs.
Prepared, customized, and analyzed reports to support monitoring operations and customer service.
Monitored cameras and records and verified products as part of systems support operations. Reviewed hardware and software equipment.
Installed cabling, maintained equipment and network devices, and supported cloud backup activities.
Delivered comprehensive technical support to users covering networks, telephony, hardware, and software. Supported the operation of systems and server monitoring.
Assisted users with technical incidents and operational requests while maintaining service continuity.
Provided comprehensive on-site technical support for networks, telephony, hardware, and software. Supported systems operation and server monitoring.
Diagnosed user issues and delivered assistance to maintain the availability of workplace technology services.
Provided technical support to users for corporate applications and workplace technology needs. Assisted with application installation and configuration.
Supported users in resolving software-related incidents and maintaining access to corporate systems.
Computer Engineering, Computer Engineering
Computer Engineering studies.
Bachelor of Science, Science
Secondary education, Bachelor of Science.
Primary Education
Primary education.
Full Stack Developer, Full Stack Development
Full Stack Developer program.
Information Security, Information Security
Information security studies.
Intermediate English, English
Intermediate English studies.
Database, SQL and Python for Data Analysis, Data Analysis
Training in databases, SQL, Python, and data analysis.
Excel for Data Analysis, Data Analysis
90-hour Excel for Data Analysis course.
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