Mexico City, Mexico
IT Support Specialist | Bilingual Service Desk 🌟 Bilingual IT Support Specialist with over 4 years of experience providing remote technical support for global enterprise operations. Strong background in Identity and Access Management (ADAC, SAP) and enforcing strict Least Privilege policies. Currently studying Data Science Engineering and actively training in cloud infrastructure and cybersecurity. My goal is to transition my hands-on IT support and compliance experience into a dedicated information security role. 🎯 My professional goal: I am constantly learning to grow in the IT world. Currently, I am preparing to obtain the AWS Practitioner certification as a first step towards becoming a certified AWS Architect. In addition, I am exploring areas such as Cybersecurity, with the vision of building a solid career in technology. 🤝 How can I help you? If you're looking for someone with bilingual (L1/L2) Service Desk experience, command of key tools, and a desire to keep learning, let's talk! 🚀 📩 Connect with me and let's do amazing things together. 😊
• Provide first level support of end users technology related issues • Respond to incoming calls, tickets, and Slack messages regarding computer or equipment problems, and software issues • Guide users through problem solving processes • Train and educate users on basic software and hardware functionality • Prioritize and manage multiple tickets at a time through the ticketing system • Install and configure laptops and peripheral equipment according to standards and guidelines • Remotely assist with onboarding new users globally • Assist with password resets, multifactor resets and other account-related tasks • Provide support for printers, including installation, configuration, and resolving printing issues • Help maintain accurate inventory records of all technology equipment • Maintain hardware and software compliance by helping to ensure all hardware and software is kept up to date • Help maintain VOIP phone systems and softphone applications • Resolve connectivity issues with VPN and WiFi • Document technical procedures, solutions, and best practices for future reference • Escalate complex issues to higher-level IT staff or vendors as needed • Contribute to Company culture, values and vision for the future.
Critical IT Support: Provide rapid technical assistance for global mining operations and corporate offices, minimizing system downtime to maintain continuous production. Identity & Access Management: Manage user identities and permissions across Active Directory (ADAC) and SAP (Dev, QA, Prod), strictly enforcing "Least Privilege" policies to mitigate security risks. Advanced Troubleshooting: Diagnose and resolve complex Office 365 configuration issues remotely, and enforce software compliance using Adobe Enterprise Console and Software Center.
Global Remote Support: Delivered remote technical troubleshooting for users across the Americas and Europe via TeamViewer, effectively resolving hardware and software incidents. Access Control: Managed account onboarding and offboarding in AD and specialized corporate platforms (SACS 6, DialPad), processing immediate deactivations to uphold security standards. Security Triage: Filtered and escalated high-risk tickets directly to the Information Security team, and managed shared network drive permissions to protect sensitive corporate data.
User & Infrastructure Support: Guided users through secure restoration of Microsoft Authenticator MFA tokens and maintained virtual machines (VMs) for daily operations. Shift Coordination: Assigned tickets and balanced workloads for the service desk team, focusing on diagnosing the root cause of recurring issues rather than applying temporary fixes.