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Luis
Technical Support Specialist with 5+ years in IT and Data Analysis
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Competencies
Utilized Python, Power BI, and SQL for analyzing data and generating insights to improve support processes.
Provided technical assistance, diagnosed issues, and implemented solutions to enhance client satisfaction.
Documented and standardized procedures using technical reports, facilitating better decision-making.
Led a service desk team, overseeing workflows, task prioritization, and resource management.
Collaborated with multidisciplinary teams to assess and improve technological infrastructure.
Education
Languages
Summary
Experienced technical support specialist with a strong background in data analysis, process optimization, and team leadership. Skilled in Python, Power BI, SQL, and troubleshooting. Adept at streamlining support operations and collaborating on infrastructure improvements.
Key Achievements
- Administered and analyzed technical incidents, identifying patterns and opportunities for improvement based on data.
- Optimized response and resolution times by monitoring KPIs and conducting root cause analysis.
- Led the service desk as a senior technician, managing workflows, task prioritization, and resource allocation.
Experience
SOPORTE TECNICO
Administré y analicé incidencias técnicas mediante herramientas de registro y seguimiento, identificando patrones y oportunidades de mejora basadas en datos., Optimicé los tiempos de respuesta y resolución mediante el monitoreo de métricas de desempeño (KPIs) y análisis de causas raíz., Implementé...