Technical Support Engineer
Palmiq · Full-time
May 2023 - Present · 2 yrs
- Managed diverse cloud migrations (O365, Google Workspace, SharePoint, tenant-to-tenant) via BitTitan.
- Deployed Azure services (VMs, VNets, DNS) for MSPs, optimizing infrastructure.
- Automated patch/policy via scripts (RMM, Intune, Azure, Teams, Google).
- Managed ArrowSphere for MSP cloud provisioning (M365, Azure).
- Deployed complex software (DLP, DR) on various OS, ensuring integration.
- Monitored server/database usage, addressing issues with MSPs.
- Advanced Tier 1/2 support (virtualization, cloud, security) via tickets/calls, meeting SLAs.
- Installed/configured OS (Windows, Linux, MacOS) and network devices.
- Scripted automation (PowerShell, Bash, Python) for efficiency.
- Automated HR processes via Zoho Suite.
- Implemented tech onboarding/cybersecurity training (SharePoint, Acronis, O365).
- Delivered product demos, collaborating with sales.
Technical Support Analyst
OpenLoop · Full-time
Apr 2021 to Mar 2023 · 2 yrs
Lima, Perú · On-site
- Resolved complex credential/access issues for doctors/nurses across internal/external platforms.
- Managed user access/password resets (Zoom, Google Admin, Zoho One), maintaining security.
- Efficiently managed/prioritized ticketing, including escalations, improving user satisfaction.
- Delivered exceptional customer support via inquiry resolution/tutorials, increasing user retention.
- Developed platform documentation/training (Zoho One, Zoho Analytics), enhancing user proficiency.
- Provided technical support for Windows, Mac, Zoho One Suite, Slack, Healthie, Doxy.me, Notion, -
Google/Microsoft Admin.
- Developed access documentation/personalized training for new providers, facilitating smooth platform adoption.
- Constructed complex queries in Zoho Analytics, creating KPI dashboards for management.
IT Support Field Services Level 2
NextLink Group · Freelance
Jan 2022 - Dec 2022 · 1 yr
348 Ca. Coronel Andrés Reyes - Lima, San Isidro · On-site
- Resolved complex hardware issues (cameras, TVs, routers, printers).
- Managed Asset Tiger for accurate hardware/software inventory.
- Streamlined onboarding/offboarding: managed user access, configured accounts, resolved Jira tickets.
- Deployed/maintained Windows Server environments for optimal performance.
- Managed MDM solutions for device policy enforcement and secure remote access.
- Configured Lark for team collaboration and communication.
- Deployed/supported Virtual Desktop Infrastructure (VDI) for reliable remote access.
- Conducted Wi-Fi heat map analysis to optimize network performance.
GSD Analyst
AYNITECH GROUP · Full-time
Mar 2020 - Mar 2021 · 1 yr
Lima, Perú · On-site
- Provided advanced technical support for MAC/Windows laptops across 6+ areas/12+ departments
(Sales, Customer Service, etc.) using diagnostic tools and automation scripts.
- Conducted QA reviews of support calls, delivering feedback to improve call quality and customer satisfaction.
- Implemented secure password reset procedures with Tokens, MFA, and Security Questions.
- Delivered expert technical support via calls/chats/tickets, automating workflows in Jira/ServiceNow.
- Resolved complex issues with remote tools and custom scripting, exceeding performance metrics.
- Designed/maintained application documentation KBs and conducted user training.
- Supported Citrix environments, addressing user issues and escalating outages.
- Managed Shared Drives Connections in Active Directory.
- Supported/troubleshooted Sabre/Amadeus systems.
Help Desk Technician
Webhelp · Freelance
Mar 2019 - Feb 2020 · 1 yr
Lima, Perú · Remote
- Utilized a CRM system to efficiently manage, track, and resolve customer service requests.
- Provided exceptional customer support for PUMA customers in the UK via calls, emails, and live chat.
- Addressed inquiries related to PUMA apparel and product deliveries from European warehouses and Hermes, including order status, shipping issues, and product questions.
- Managed escalations for complex customer cases to ensure resolution and satisfaction.
- Demonstrated strong communication and problem-solving skills, with a thorough understanding of PUMA's delivery processes.
- Effectively utilized the knowledge base (KB) to provide accurate and timely solutions to customer issues.
- Proficiently used Puma Ticket System, Hermes (Evri), and Order Hive technologies.
