Caleb Cepeda

I’m a Systems Analyst with 2 years of experience in technical support, system maintenance, and user assistance. I focus on diagnosing and resolving incidents, ticket management, and system monitoring to ensure the operational continuity of IT services.

In my current role as Helpdesk Analyst N1 Bilingüe at Callzilla (June 2024–Present), I provide first-level technical support both on-site and remotely, specializing in BPO environments. I manage and track tickets using GLPI, meeting the SLA targets defined by the company.

I install, configure, and maintain computer equipment, printers, and corporate applications. I also create, configure, and manage user accounts in corporate systems (Active Directory, email, and internal applications), and I train end users in the use of technological tools and best practices.

I’m characterized by being proactive and solution-oriented, with strong communication skills for working with users and teams under pressure. I’m committed to continuous learning and process improvement, and I escalate complex incidents to higher support levels with clear, detailed information.