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Adrian
IT Support Specialist with 5+ years of tech troubleshooting expertise
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Competencies
Provided technical support via phone, email, and chat, resolving connectivity, hardware, and software issues across organizations.
Utilized ZenDesk and CallNovo to manage customer cases, track KPIs, and streamline support workflows.
Installed, configured, and maintained network devices, Wi-Fi, VLANs, routing, and PBX systems in organizational settings.
Developed and maintained technical procedures to optimize IT support processes and knowledge sharing.
Managed Windows and Linux OS environments to ensure system stability and support across different devices.
Education
Languages
Summary
Dedicated IT support professional with over 5 years of experience in customer service, troubleshooting, team leadership, and network configuration. Proven ability to handle complex issues and improve support processes.
Key Achievements
- Handled up to 14 simultaneous Tier-1 support cases resolving connectivity and security camera issues.
- Led team performance monitoring and standardized troubleshooting procedures at DREAME.
- Configured and maintained Issabel PBX server, supporting over 150 agents with multilingual IT support.
Experience
After sales Tech Support Representative
Delivered Tier-1 support for security cameras and related connectivity issues., Handled up to 14 simultaneous support cases with high-quality resolution., Demonstrated product mastery and clear communication with users in US, UK, and Latin America.
Technical Support – Team Leader
Led performance monitoring and KPI tracking for support teams., Standardized troubleshooting procedures and escalations., Used ZenDesk and CallNovo CRM platforms to manage customer cases effectively.
IT Support Intern
Installed and configured Issabel PBX server with SIP trunking., Delivered multilingual IT support for over 150 agents., Diagnosed hardware, software, and connectivity problems across the organization.
Technical IT Support
Provided faculty and staff with comprehensive IT support., Maintained PCs, servers, and university-wide internet connectivity., Developed technical procedures to streamline support services.