Summary
Analytical, organized and detail-oriented Bilingual Customer Technical Support Specialist with 10+ years of experience contributing to a range of hardware, software, and network technical support, that includes but not limited to troubleshooting, configuration, documentation and resolution of incidents and requests. Strong knowledge and experience in ServiceNow. Obtained ServiceNow badge in July 2023.
Skills
- Strong technical writing skills.
- Customer Service.
- Hardware break-fix assistance.
- Android and iOS mobile phone support.
- Microsoft Windows 10, 11.
- Microsoft 365.
- Technical Support.
- Digital marketing.
- Email marketing.
Experience
MSP (2006-2024)
Customer Engineer
- Serve as the first point of contact for customers seeking technical assistance over the phone, chat or email.
- Ask customer targeted questions to quickly understand the root of the problem.
- Determine the cause of an issue, find the best solution, and apply it.
- Implement remote troubleshooting through diagnostic techniques via Bomgar.
- Execute solutions for password resets, VPN connection failures, software malfunctions, and hardware/network troubleshooting. Leveraging existing manuals and knowledge bases to address common issues efficiently.
- Track hardware and software issues through resolution, within agreed time limits.
- Ensure all incidents are accurately logged and updated in ServiceNow.
- Properly escalate unresolved incidents to the next level support team.
Bilingual Atlanta (2005-2006)
Spanish Interpreter
- Provide simultaneous interpretation in medical clinics and hospitals.
- Translate medical documents from English to Spanish.
- Verified patient and provider are exhibiting mutual comprehension during interpretation.
Cobb County Juvenile Court (2001-2006)
Admin Assistant – Interpreter
- Provides Spanish interpretation services in court and law enforcement office.
- Performs data entry functions to ensure accurate record keeping and documentation.
Technical College (2004-2005)
Technical Support Specialist
- Configure, support and troubleshoot Computer and network connectivity in a college data center environment.
- Responsible for hardware and Software installations and upgrades of Computers, Servers, and network devices. Other related duties.
- Experience with Microsoft applications and iOS for Mac.
Education
- Computer Information Systems Networking Specialist – Associate of Applied Technology Degree
- CIS-Networking Specialist – Diploma
- CIS-Windows 2000 Server Technician – Certificate
- A+ Technician – Certificate
Licenses & Certifications
- SEO Certificate, HubSpot Academy. October 2024.
- Email Marketing Certificate, HubSpot Academy. September 2024.
- Google AI Essentials Certificate, Coursera. September 2024.
- Google Digital Marketing & E-commerce Professional Certificate, Coursera. September 2024.
- Learning How to Learn: Powerful mental tools to help you master tough subjects, Coursera. August 2023.
- Welcome to ServiceNow Badge, ServiceNow. July 2023.
- HDI Support Center Analyst , HDI
- Cisco Certified Network Associate Routing and Switching CCNA, Cisco. September 2013.
- Cisco Certified Entry Networking Technician CCENT,. Cisco. August 2013.
- A+ Certified IT Technician, CompTIA. June 2007.
Languages
- English
- Español
