Arlin Montero

IT Support professional with experience in Service Desk operations, technical troubleshooting, user support, and security best practices. Skilled in incident resolution, system administration, access management, within corporate environments. Strong understanding of cybersecurity fundamentals, risk awareness, and IT infrastructure, with a focus on delivering efficient technical solutions and maintaining secure operations.

Service Desk Analyst at 3M (2022-12 – Present)

IT Support Technician with experience in Level 1 and 2 Service Desk, incident management, and troubleshooting of hardware, software, and connectivity. Proficient in Active Directory, Office 365, remote access tools, and ticket management platforms. Focused on operational continuity and efficient resolution of technical issues.

• Collaborated with teams to escalate and resolve complex incidents, ensuring operational continuity.
• Documented procedures and technical solutions to optimize the internal knowledge base and facilitate future support.
• Monitored systems and applications to detect and prevent potential failures, contributing to technological stability.

Technical Advisor at Concentrix (2019 – 2020)

Delivered end-user support for Apple ecosystem devices, including macOS and iOS troubleshooting, configuration, and user assistance.

Customer Service Agent at Costa Rica's Call Center (2020 – 2022)

Delivered customer support for credit card accounts, billing disputes, payment inquiries, and account verification processes.

High School Diploma – Liceo Hernan Zamora (2009 – 2013)

Executive English – Instituto Nacional de Aprendizaje (2016 – 2018)

CCNA 1 Introduction to Network in Networking – University Castro Carazo (2022)

Technical Degree in Cybersecurity in Cybersecurity – CENFOTEC (2024 – 2026)

Technical Degree in Data Analytics in Data Analytics – University Politecnica