@alejandrosalas1
Bilingual IT Help Desk Tier 1 at Unisys, supporting U.S. users and resolving VPN, MFA, and Microsoft 365 issues.
ChileAt Unisys, I provide first-level remote technical support in English to corporate users in the United States. I manage tickets in ServiceNow, administer access in Active Directory, and support Microsoft 365 and Teams.
Previously, I handled English-language technical support at CompuCom and user support at SONDA in Chile. My work has included troubleshooting Windows, hardware, software, connectivity, VPN, and MFA issues, as well as escalating complex incidents to Level 2 teams.
Work history, roles, and key accomplishments
Provided first-level remote technical support in English for corporate users in the United States. Managed tickets in ServiceNow, administered Active Directory access, and supported Office 365 and Microsoft Teams.
CompuCom
Mar 2021 - Dec 2022 (1 year 9 months)
Provided phone and remote technical support in English for hardware and software issues on Windows 10/11. Configured printers, peripherals, and corporate applications remotely, and escalated complex incidents to Level 2 following ITIL protocols.
Provided technical support to Chilean corporate users for connectivity and microcomputer issues. Received calls, logged software and hardware incidents, and guided users through common network and browsing problem resolution.
Degrees, certifications, and relevant coursework
Licenciatura en Gastronomía, Gastronomía
2013 - 2015
Licenciatura en Gastronomía from Instituto Culinario Turístico del Caribe, 2013 to 2015.
Técnico Superior
2010 - 2013
Técnico Superior from DUOC UC San Carlos de Apoquindo, 2010 to 2013.
Summer Sessions, English Language
2010 - 2010
Summer Sessions at UC Berkeley, achieving English proficiency levels B2, C1, and C2.
Language Certificate, English Language
2009 - 2009
English language training at Lemon Grove School District, achieving levels A1, A2, and B1.
Software and tools used professionally
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