Cidalia Carolina Elizondo Cajero
@cidaliacarolinaelizo
IT Support and Service Desk professional specializing in remote troubleshooting and secure account/VPN resolution.
MexicoWhat I'm looking for
I’m an IT Support professional with 11 years in IT and 5+ years in Service Desk roles. I’m a resourceful remote troubleshooter who delivers prompt support with a professional, friendly, and patient attitude, including responding to user service requests and resolving 95% of trouble tickets on the first interaction.
Most recently, I’ve served as an IT Specialist – Service Desk, providing remote EU assistance and resolving an average of 150 incidents a month, including VPN troubleshooting, printer and driver installation, Office 365 support, and account creation/deletion. I also handled Active Directory role assignment and Thin Client Support, while maintaining constant communication with resolver teams for permissions, access, and high-impact situations.
Experience
Work history, roles, and key accomplishments
IT Specialist – Service Desk
Vesuvius
Mar 2023 - Present (3 years 4 months)
Provided remote EU service desk support, handling an average of 15 calls per week and resolving about 150 incidents per month, including VPN troubleshooting, printer/driver installation, Office 365 support, and account and Active Directory administration.
Memorized 50+ company articles and procedures, and trained/coached new and existing North American and South American staff on company policies, procedures, and guidelines.
Provided remote EU assistance while handling an average of 35 calls per day, responding to user service requests and resolving 95% of trouble tickets on first interaction.
On Site Support
Centro de Servicios en Informática
Jan 2014 - Jan 2021 (7 years)
Provided one-on-one on-site IT support for a small technology company within the university’s campus.
Education
Degrees, certifications, and relevant coursework
Facultad de Ciencias Físico Matemáticas
Bachelor of Information Technology Security, Information Technology Security
2014 - 2020
Completed a Bachelor of Information Technology Security at the Facultad de Ciencias Físico Matemáticas from 2014 to 2020.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Job categories
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