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.
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.
EZVIZ
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.
DREAME
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.
BTO
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.
Universidad Católica Boliviana – Systems Center
Provided faculty and staff with comprehensive IT support., Maintained PCs, servers, and university-wide internet connectivity., Developed technical procedures to streamline support services.
Telecommunications Engineering
Advanced Technician in English
Bachelor in Humanities
Premilitary Service
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Managed Windows and Linux OS environments to ensure system stability and support across different devices.
