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About

System Administration

Admin Support

Google Workspace

Jenkins

ServiceNow

Slack

🇬🇧 English (Fluent)

🇪🇸 Spanish (Fluent)

I'm an experienced IT professional with over 8 years dedicated to technical support, service delivery, and internal IT operations. My expertise lies in helpdesk leadership and cloud access management, particularly with tools like AWS and OKTA. I pride...

Employment

DXC Technology
DXC Technology

QA Analyst

Aug 2023 - (Present) (2 years and 4 months)

Quality monitoring evaluations for the ServiceDesk Analyst. Coaching and feedback. Calibrations with Client. PIP coaching for low performers. Csat review and follow-up.

It ServiceDesk Team Lead

Jun 2022 - Aug 2023 (1 year and 2 months)
SLA & FCR review, Backlog ownership, Knowledge Base champion, Monitoring & Coaching, Customer Satisfaction performance review.
AIESEC in Coimbra NEFE

Service Management Support Analyst

IBM/Lenovo
Apr 2021 - May 2022 (1 year and 1 month)

BP support Provided comprehensive support for IBM tools to internal clients. Managed IBM switchboard and efficiently routed calls to appropriate departments. Handled the institutional email system across the Americas (Ecuador, Colombia,...

Astropay

Helpdesk Support (Level 1–2)

Astropay
Jan 2018 - Mar 2021 (3 years and 2 months)

Troubleshooting VPN, SQL database connections, Gmail, Google Drive, MS Office, and Jenkins jobs. User Lifecycle Management: Onboarding/offboarding, PC request and pickup, OKTA account creation, and group assignment via internal Group Matrix. AWS IAM...

Teletech Argentina

Tech support Agent for Kodak Picture makers

Teletech Argentina
July 2016 - Nov 2017 (1 year and 4 months)

Remote troubleshooting providing instructions to customers. QA promoted after 2 years. Senior Quality Assurance Manager Monitoring agents and evaluating their performance. Providing feedback based on performance evaluations. Handling and organizing...

Education

UNIVERSIDAD NACIONAL DEL OESTE

UNIVERSIDAD NACIONAL DEL OESTE

Masters in Information Technology
Aug 2016 - Oct 2018 (2 years and 2 months)
Universidad de Buenos Aires (Argentina)

Universidad de Buenos Aires (Argentina)

Bachelor of Science in Information Technology
May 2012 - Jun 2016 (4 years and 1 month)