Profesional en soporte técnico con más de 3 años de experiencia en entornos empresariales, especializado en Windows OS, con habilidades en resolución de incidentes y gestión de escalaciones, comprometido con la eficiencia y satisfacción del cliente.
Experiencia en soporte y mantenimiento de sistemas Windows, garantizando rendimiento y estabilidad.
Capacidad para diagnosticar y resolver problemas técnicos rápidamente, minimizando tiempos de inactividad.
Habilidad para gestionar y resolver incidentes complejos, actuando como punto de escalamiento.
Foco en la satisfacción del usuario mediante soporte efectivo y comunicación clara.
Kyndryl
Delivered Level 2 enterprise support for Windows-based environments, ensuring system reliability and performance.. Resolved 100+ monthly incidents related to OS, user accounts, and connectivity, achieving 95% SLA compliance.. Administered Active Directory (user provisioning, security groups, permissions, policies).. Automated administrative tasks with PowerShell, reducing manual workload by 30%.. Collaborated with infrastructure and security teams to maintain compliance with enterprise standards.. Authored technical documentation to streamline support processes.
DXC Technology
Provided Level 2 technical support for enterprise users across Windows OS, applications, hardware, and networking.. Acted as escalation point for complex technical issues, reducing resolution time by 20%.. Managed incidents through full lifecycle (diagnosis, documentation, escalation, resolution, follow-up).. Ensured SLA compliance under ITIL service management processes.. Partnered with technical teams to identify recurring issues and implement process improvements.
Technical Degree
Computer Engineering
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