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Francisco
IT Support Engineer II / Help Desk Lead
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Competencies
Experiencia demostrada en First Point of Contact.
Experiencia demostrada en Incident & Request Management.
Experiencia demostrada en Ticketing Queue.
Experiencia demostrada en SLA Compliance.
Experiencia demostrada en Escalations.
Languages
Summary
Perfil profesional
Experience
IT Support Engineer II / Help Desk Lead
Served as a primary technical point of contact for global employees and contractors, resolving hardware, software, and enterprise application issues via ticketing systems.. Managed user account creation, permissions, and single sign-on (SSO) configurations across M365 and directory platforms, executing rapid password resets and access requests.. Authored self-service technical guides and documentation.. Maintained high CSAT ratings by providing clear guidance, empathetic user communication, and diligent ticket tracking.. Diagnosed and resolved tier-1 and tier-2 incidents end-to-end, escalating complex network or software bugs to specialized engineering teams with structured incident notes.
IT Support Process Specialist & Remote Help Desk Owner
Delivered daily remote IT help desk support across the AMER region, troubleshooting OS, business software, laptop configurations, and peripheral devices.. Logged, tracked, and managed ticket queues, ensuring strict adherence to SLAs and complete documentation for end-user requests.. Created comprehensive bilingual (English/Spanish) SOPs and KB articles to assist end-users and team members with common technical fixes.
IT Infrastructure & Desktop Support Technician
Handled installation, maintenance, and setup of laptops, desktops, and peripherals for 2,500+ corporate users across 3 local sites.. Assisted with local network connectivity issues (TCP/IP, DNS, DHCP, VPN) to restore uninterrupted workflow for on-site and remote employees.
IT Help Desk Agent & Service Delivery Technician
Provided first-contact help desk assistance via phone, email, and ticketing tools, troubleshooting MS Office, Exchange, local printers, and user access requests.