Luis - Technical Support Specialist with 5+ years in IT and Data Analysis

Santo Domingo, Nacional, Dominican Republicen

Administered and analyzed technical incidents, identifying patterns and opportunities for improvement based on data.

Optimized response and resolution times by monitoring KPIs and conducting root cause analysis.

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Resumen

Experienced technical support specialist with a strong background in data analysis, process optimization, and team leadership. Skilled in Python, Power BI, SQL, and troubleshooting. Adept at streamlining support operations and collaborating on infrastructure improvements.

Video Resume

Logros Clave

Led the service desk as a senior technician, managing workflows, task prioritization, and resource allocation.

Habilidades

Data AnalysisAdvanced

Utilized Python, Power BI, and SQL for analyzing data and generating insights to improve support processes.

Technical SupportExpert

Provided technical assistance, diagnosed issues, and implemented solutions to enhance client satisfaction.

Process DocumentationAdvanced

Documented and standardized procedures using technical reports, facilitating better decision-making.

Team LeadershipIntermediate

Led a service desk team, overseeing workflows, task prioritization, and resource management.

Infrastructure Evaluation

Experiencia

SOPORTE TECNICO

Copy solutions international.

Mar 2021 - Sep 2025

Administré y analicé incidencias técnicas mediante herramientas de registro y seguimiento, identificando patrones y oportunidades de mejora basadas en datos., Optimicé los tiempos de respuesta y resolución mediante el monitoreo de métricas de desempeño (KPIs) y análisis de causas raíz., Implementé...