Edy Appenzeller
@edyappenzeller
Information Technology Technician delivering high-volume L1/L2 support, remote diagnostics, and ITSM-driven incident resolution.
HondurasWhat I'm looking for
I deliver L1/L2 IT support as an Information Technology Technician (Remote) at Itechus, handling 50–70 daily requests through Zendesk, Jira, and Freshservice. I triage critical issues in under 3 minutes, resolve hardware/software/network problems remotely, and document root causes and resolutions inside ITSM so the knowledge base stays current.
Before that, I ran L1/L2 IT Desktop Support at UnifyCX for high-density operations supporting 100+ concurrent agents. I managed Active Directory user lifecycle and GPO enforcement, administered Cisco Meraki networking (VLANs, Wi‑Fi, Layer 7 traffic filtering), and provisioned Office 365 mailboxes, licensing, VPN, and DHCP—while maintaining hardware inventory to protect operational SLAs.
Experience
Work history, roles, and key accomplishments
Information Technology Technician
Itechus
Jan 2026 - Present (7 months)
Manage and resolve a high daily volume of 50 to 70 incoming support requests and IT incidents from end-users via Zendesk, Jira, and Freshservice ticketing systems.
L1/L2 IT Desktop Support
UnifyCX
Jun 2018 - Jan 2026 (7 years 7 months)
Delivered comprehensive IT support and incident management for high-density production environments supporting over 100 concurrent agents and administrative users.
Information Technology Technician
SycomHN
May 2011 - May 2017 (6 years)
Installed, configured, and maintained hardware, peripherals, and operating systems across corporate environments.
Information Technology Consultant
SIPROMARH
Feb 2009 - Apr 2011 (2 years 2 months)
Delivered technical support and system guidance to administrative users within structured enterprise frameworks.
Education
Degrees, certifications, and relevant coursework
Universidad Nacional Autónoma de Honduras
Bachelor of Technology, Information Technology
2010 - 2016
Pursued a Bachelor of Technology in Information Technology, completing 32 classes without finishing the degree.
Tech stack
Software and tools used professionally
Availability
Location
HondurasAuthorized to work in
Job categories
Skills
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