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Teemo
Managed Services Support Specialist (IT Support)
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Competencies
Experiencia en resolución de problemas hardware, software y conectividad en entornos multinacionales.
Soporte en líneas de producción automatizadas, garantizando alta disponibilidad y rendimiento.
Administración y monitoreo de infraestructura crítica, asegurando alta disponibilidad y protección.
Implementación y gestión de proyectos de cableado que mejoran la fiabilidad de la red.
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Summary
Especialista en soporte técnico con sólida trayectoria en empresas líderes, enfocado en mantener sistemas confiables y mejorar la eficiencia operativa en entornos dinámicos.
Key Achievements
- Reducido el tiempo de inactividad en entornos críticos mediante soporte técnico eficiente en Ricoh y Intel.
- Gestionó más de 25 tickets críticos semanalmente, mejorando la eficiencia en resolución en Intel.
- Mantuvieron 99.9% de uptime en infraestructura vital, asegurando operaciones continuas en Intel.
- Lideró proyectos de cableado estructurado que incrementaron la fiabilidad de red en Boston Scientific.
- Brindó soporte técnico a más de 500 usuarios, mejorando la satisfacción y el cumplimiento de SLA.
Experience
Managed Services Support Specialist (IT Support)
Provided Tier 1–2 technical support across a multinational Costa Rica/U.S. environment, resolving hardware, software, and connectivity issues to minimize downtime for end users.. Deployed and maintained network infrastructure — wireless access points, switches, and printers — ensuring reliable connectivity across lab and office environments.. Drove root-cause diagnostics on complex hardware and software issues within a high-volume ticketing environment, contributing to cross-functional IT initiatives.
Automation Support Engineer
Delivered real-time technical support for automated manufacturing lines and production systems, safeguarding uptime in a high-availability environment.. Resolved 25+ critical ServiceNow tickets weekly while consistently meeting SLA targets, minimizing costly production downtime.. Proactively diagnosed and resolved software and network issues using monitoring tools, protecting mission-critical manufacturing systems.
CS IT Security Specialist
Administered and monitored critical server infrastructure, sustaining 99.9% system uptime.. Supported 200+ end users with hands-on technical troubleshooting, boosting customer satisfaction and cutting ticket resolution time by 30%.. Strengthened organizational security posture by managing access control, endpoint protection, and vulnerability remediation across IT teams.. Streamlined hardware logistics and support workflows, cutting average response time by 25%.
IT Support Analyst
Provided Tier 1–2 IT support to 300+ users across multiple departments, consistently meeting SLA targets.. Spearheaded structured cabling projects that boosted network reliability by 20%, while managing Windows Server and Active Directory environments.. Mentored 5 junior support staff and authored standardized documentation, driving a 15% gain in team efficiency.