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Competencies
Demonstrated experience with Operating Systems and Administration.
Demonstrated experience with Cloud and Collaboration Tools.
Demonstrated experience with Remote and Network Support.
Demonstrated experience with Ticketing and Incident Management.
Education
Languages
Summary
Professional profile
Experience
Production Support Specialist
Track live applications, system health, and performance metrics using tools like Splunk, Datadog, or New Relic.. Respond to alerts, log and resolve support tickets, and fix application or data errors quickly.. Coordinate with software engineers and IT operations to deploy hotfixes or patches.. Write and update system runbooks, FAQs, and standard operating procedures.
Technical Helpdesk
Responded to user queries via phone, email, in-person, and remote access, resolving technical issues efficiently to minimize downtime and improve user satisfaction.. Provided expert assistance in the delivery, configuration, setup, maintenance, and troubleshooting of computer systems, hardware, and software, incorporating ITIL best practices.. Troubleshot complex problems using diagnostic tools, resulting in swift incident resolution and enhanced end-user support.. Use special software to securely wipe or destroy data on hard drives. Lead recovery bridge calls and direct technical teams during active outages or major incidents.. Evaluate the business impact and urgency of technical issues to assign proper severity levels.
Global I.T Service Desk
Captured, validated, and triaged user queries and issues, ensuring accurate prioritization and escalation for timely resolution.. Communicated critical information to users through appropriate channels, fostering clear understanding and reducing repeat incidents.. Optimized service desk processes through data analysis, performance reviews, reporting, and automation initiatives, improving efficiency and knowledge sharing across teams.
Technical Support Representative
Identified, investigated, and resolved user problems with computer software and hardware, applying in-depth knowledge to deliver effective solutions.. Guided users through diagnostic and troubleshooting processes, utilizing tools and verbal instructions to restore functionality quickly.. Collaborated with cross-functional teams to research and address complex issues, contributing to overall system reliability and customer experience.