Experienced IT support professional with over 5 years of experience supporting enterprise systems, leading support teams, and executing technical tasks across a variety of industries. Proficient in incident resolution, network hardware, and bilingual client communication.
Utilized for ticket management and incident tracking across multiple projects.
Provided technical support and issue resolution for enterprise clients and end-users, including bilingual support.
Handled incident escalation, P1-P4 incident resolution, and SLA adherence in fast-paced environments.
Configured Cisco switches and Fortinet routers, collaborated on internet outage resolutions.
Tata Consultancy Services
Provided L1–L2 IT support across 4 global enterprise accounts, resolving 100+ tickets weekly using ServiceNow and Fresh Service., Led bridge calls for critical outages, configured Cisco/Fortinet equipment, and supervised shift operations as SME and Team Lead, reducing ticket backlog by 30% over 12...
CompuCom
Delivered technical support for multiple enterprise accounts, handling 75+ daily tickets related to Citrix, Active Directory, and Microsoft Office., Maintained 95% first-call resolution rate and improved documentation practices to streamline L1–L2 escalations., Delivered tech support for various...
Teletech
Provided bilingual (English/Spanish) technical and customer support, managing an average of 80+ calls per day., Resolved account, billing, and service issues with a 90% customer satisfaction rate, contributing to improved client retention and call quality scores., Handled account updates, billing...
Highschool Diploma
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Led shift operations, mentored analysts, and managed escalations across support teams.
