IT Support and Endpoint Administrator

Provided IT support for a healthcare group comprising seven medical companies and health insurers. Resolved 10 to 15 daily tickets plus phone support while maintaining more than 95% SLA compliance in Jira, and participated in an overnight on-call rotation supporting critical 24/7 medical services.

Administered Active Directory across seven servers, including user provisioning, group management, and permissions. Built, imaged, and deployed more than 300 Windows workstations; maintained standardized OS images and driver packages; configured Android tablets for medical and ambulance staff; delivered field support; and developed PowerShell and AI-assisted automation tools with team documentation.

Supported more than 150 users in Uruguay as well as users in Paraguay and Colombia, collaborating in English and Spanish with regional and global teams. Resolved 20 to 25 tickets per day through BMC Helix ITSM with more than 95% SLA compliance.

Owned the lifecycle of more than 400 devices, including laptops and corporate mobile devices. Managed Dell hardware leasing, vendors, quotations, procurement, onboarding, offboarding, hardware refreshes, imaging, Active Directory, Entra ID MFA, print services, backups, and restores. Automated software installation with scripts, prepared operational reports, and supported a two-office consolidation.

Delivered internal Tier 2 IT support to more than 1,000 users across three offices and project teams in Uruguay and India. Resolved over 15 incidents and service requests daily under ITIL processes, maintaining 95% SLA compliance through the Ultimatix ITSM platform.

Administered Active Directory and Microsoft Entra ID accounts, groups, permissions, and GPOs. Managed Intune device enrollment, app deployment, BitLocker, and MFA; deployed software through SCCM/MECM and operating systems through WDS. Supported Microsoft 365, Teams, remote-access tools, onboarding, Google Workspace and email migrations, training, and knowledge base documentation.

Supported Amazon US customers in English via phone, chat, and email, handling 20 to 30 calls per day and multiple concurrent chats. Maintained a seven- to nine-minute average handling time, achieved high customer satisfaction, and received top-performer recognition and performance bonuses.

Moved into technical support responsibilities by troubleshooting account and platform issues, coordinating escalated cases with internal departments, working through ticketing systems and knowledge bases, and creating support documentation for the team.

In progress.