Kembly - IT Support Lead

Demonstrated experience with Salesforce.

Demonstrated experience with ServiceNow.

Demonstrated experience with Azure DevOps.

Demonstrated experience with UAT.

Demonstrated experience with QA.

Served as a Level 3 senior escalation point for the Solution Navigator platform, supporting product and project sales operations.. Managed technical incidents and service requests through Salesforce and ServiceNow, including high-priority cases and escalations.. Participated in UAT and QA activities for system implementations, enhancements, and new features.. Used Azure DevOps to support testing activities and track incidents, defects, features, and implementation-related issues through resolution.. Collaborated with Scrum Masters and cross-functional teams in an Agile environment during testing, implementation, validation, and post-implementation follow-up.. Supported validation of system changes and new functionality before implementation and during post-implementation activities.. Monitored ticket queues, reviewed operational reports and dashboards, and supported follow-up on performance, workload, incidents, and service levels.. Served as a key site point of reference for technical decisions, complex troubleshooting, peer guidance, escalations, access, and permissions within the scope of the role.. Supported team coordination and operational decision-making while transitioning toward a supervisory/leadership capacity as second-in-command.. Collaborated with global teams while maintaining strong communication, service quality, SLA awareness, and customer experience standards.

Founded and managed a small business focused on personal care products and e-commerce operations.. Oversaw product development, customer service, digital marketing, online sales, inventory, supplier coordination, and customer relationships.. Developed entrepreneurial, leadership, organization, and business administration skills.

Provided technical support for internal users and third-party vendors across Latin America, North America, and Europe.. Supported Citrix, Active Directory, Microsoft Exchange, and AS/400 environments.. Managed network protocols, server monitoring, infrastructure troubleshooting, account management, password resets, connectivity issues, and software troubleshooting.. Delivered high-quality customer service while maintaining productivity and performance standards.

Provided VoIP technical support for U.S.-based customers.. Diagnosed and resolved voice communication and connectivity issues and documented incidents accurately.

Troubleshot voice, data, and video service issues for customers and provided technical guidance by phone.. Maintained service quality and customer satisfaction standards.

Managed IT assets, network equipment, structured cabling, and technology infrastructure.. Provided technical support and taught computer classes in English for primary and secondary students.