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Francisco
IT Support Engineer II / Help Desk Lead
Video resume
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Competencies
Demonstrated experience with First Point of Contact.
Demonstrated experience with Incident & Request Management.
Demonstrated experience with Ticketing Queue.
Demonstrated experience with SLA Compliance.
Demonstrated experience with Escalations.
Languages
Summary
IT Support Engineer II / Help Desk Lead open to new opportunities
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.
Skills
Video Transcript
Video currículum
Hello, my name is Francisco. I have more than 10 years in experience with customer service as a help desk IT support, and also I have more than five years attending customers on-site. So I think I would be a good candidate for you with the customer service position. It would be great if you can consider me.
Video currículum
Hello, my name is Francisco. I have a lot of experience in helpdesk, on-site support, and I would be love to work with you. So yeah, thank you very much for the time, and also I would like to share more of my customer experience with you, maybe in an interview. Thank you very much.
Video currículum
Hello, my name is Francisco. I have a lot of experience with helpdesk, customer service, and also personal support to customers. I would be I would be loved to work with you, and what better know.
Video currículum
Hey, I am Francisco. I have more than 10 years in experience with helpdesk, customer service, and also on-site support to users. I have, well, around seven years with IT support systems, and also I have a lot of