Mariela Chacon

IT Technical Support Analyst with 7+ years of experience in IT operations, application support, production support, incident management, and ServiceNow ITSM.

Background in Service Desk (L1/L2), account access management, and cloud support at companies including Kaiser Permanente, Sysco, Amazon Web Services (AWS), and IBM. Experienced in technical troubleshooting, ticket triage and prioritization, backlog management, meeting SLAs, high-priority escalations, and end-user support. Skilled in ServiceNow, Salesforce, Microsoft Excel, and Power BI, with strong analytical, communication, documentation, and problem-solving skills.

Telehealth Technical Support Analyst at Kaiser Permanente (2025-02 – 2026-08)

• Delivered L1/L1.5 application and system support to Kaiser Permanente members.
• Triaged, analyzed, and prioritized incoming support requests; escalated incidents when required.
• Troubleshot software, account access, and connectivity issues directly with end users.
• Provided technical support for telehealth and virtual care platforms, including video consultation systems, mobile and desktop applications, and remote care devices.
• Documented incidents, requests, resolutions, and workarounds.

Service Desk Analyst at Sysco (2023-10 – 2025-01)

• Delivered L1/L2 application and system support using ServiceNow.
• Managed ticket backlogs and resolved incidents and requests within established SLAs.
• Troubleshot incidents involving software, access, and infrastructure requests.
• Escalated high-priority incidents and collaborated with engineering teams on resolution.
• Supported production operations by monitoring application health and resolving urgent cases.

Account Access Management Specialist at Amazon Web Services (AWS) (2021-12 – 2023-10)

• Participated in high-priority escalation workflows and incident bridge calls.
• Managed multi-factor authentication (MFA) and compromised account cases, enforcing security policies.
• Performed fraud analysis, account auditing, and incident documentation.
• Ensured compliance with AWS security standards and customer guidance.

Billing & Cloud Support at Amazon Web Services (AWS) (2020-07 – 2021-12)

• Provided customer support for AWS billing, cloud services, and account access.
• Created and managed support cases, ensuring timely resolution.
• Escalated complex technical issues to engineering teams.

Help Desk Representative at IBM (2019 – 2020)

• Delivered technical support for Windows, macOS, networks, and devices.
• Managed escalations, ticket resolution, and documentation.
• Used Salesforce and ServiceNow to manage customer requests and account changes.

Bachelor's Degree in Informatics Engineering (In Progress) – Universidad Politécnica Internacional (2023)

Technical Degree in Data Analysis (In Progress) – Universidad Politécnica Internacional (2023)

High School Diploma – Liceo La Tigra (2009)