I am an IT Support Technician with more than six years of experience providing first-level technical support, maintaining computer equipment, and supporting large-scale industrial operations.
I have strong experience managing incidents and service requests through ServiceNow, following ITIL v4 practices and maintaining a record of zero overdue incidents. I support users with computers, printers, videoconferencing equipment, PC accessories, IP phones, and internal web applications.
I administer Active Directory, including corporate user-account and email creation, and I manage IT asset inventories using corporate management tools. I also perform preventive maintenance, hardware diagnostics, repairs, equipment assembly, software updates, and standard system-image deployments.
I have coordinated telecommunications providers, validated services and invoices, supported contract administration, and processed requests for services and goods. My experience also includes escalation management, technical documentation, operational procedures, and equipment movement and installation planning.
I have led communication-radio maintenance, repair, assignment, and programming activities. I am committed to continuous learning, effective teamwork, technical documentation, customer service, and process improvement.
I am currently pursuing a Systems Engineering degree and hold a Technical degree in Systems, as well as ITIL v4 and additional training in technical support, leadership, customer service, and computer security.
