# Fabian Carreno

Fabian Carreno is a remote worker on Himalayas, IT Help Desk Analyst / Technical Support Engineer at SONDA, based in Colombia.

Source: https://himalayas.app/@fabiancarreno

```text
IT Help Desk Analyst at SONDA resolving infrastructure incidents and managing user access across remote operations.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Colombia |
| Authorized to work in | Colombia |
| Salary expectations | 50k+ USD |
| Job categories | Technical Support Engineer, Bilingual Technical Support, Technical Tender Assistant |
| Skills | Tier 1 and 2 IT Support, IT Infrastructure Support, Incident Management, IT Service Management, SLA Compliance, Technical Troubleshooting, User Administration, Access Permissions Management, Networking, LAN WAN, TCP IP, Network Security, DHCP, DNS, Ubuntu Server |

## About

```text
At SONDA, I provide Tier 1/2 IT infrastructure support to internal users across remote operations. I troubleshoot hardware, software, and network issues, manage incidents and service requests against SLAs, and provision user accounts with Azure AD and Active Directory.

Previously, at TELEPERFORMANCE, I diagnosed technical and service complaints in English and Spanish across phone, email, and chat. At SEICOLSA, I prepared engineering reports and dashboards, drafted Bills of Materials, and interpreted electromechanical schematics.
```

## Experience

### IT Help Desk Analyst / Technical Support Engineer (current)

[SONDA](https://himalayas.app/companies/sonda). Aug 2022 - Present

```text
Provide Tier 1/2 IT infrastructure support to internal users across global remote operations. Manage incident lifecycle using ITSM ticketing systems, ensuring SLA compliance, and administer user accounts via Azure AD and Active Directory.
```

Skills: Tier-1-2-Support, Incident-Management, SLA-Compliance, Ticketing-Systems, Azure-AD, Active-Directory, Troubleshooting, User-Administration, Onboarding, Training

### Bilingual Technical Support Agent

[Teleperformance](https://himalayas.app/companies/teleperformance-com). Nov 2021 - Jun 2022

```text
Managed high-volume omnichannel communications to resolve technical and service complaints in English and Spanish. Partnered with management to run diagnostic assessments and implement process optimizations.
```

Skills: Customer-Support, Omnichannel-Communication, Troubleshooting, English, Spanish, Process-Improvement

### Technical Tender Assistant

Seicolsa. Nov 2021 - May 2022

```text
Oversaw technical engineering projects, mapping milestones and delegating tasks. Analyzed technical data to create reports and dashboards, and drafted Bills of Materials and interpreted schematics.
```

Skills: Project-Management, Data-Analysis, Reporting, Bills-Of-Materials, Schematics, Electro-Mechanical-Engineering

## Education

### Unidades Tecnológicas de Santander

Bachelor of Science, Electromechanical Engineering. 2013 - 2016

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B.S. in Electromechanical Engineering from Unidades Tecnológicas de Santander, completed in 2016.
```

### Unidades Tecnológicas de Santander

Management of Standard Engineering Projects (PMI Frameworks), Project Management

```text
Completed a course on Management of Standard Engineering Projects based on PMI frameworks.
```

### SENA

Advanced Management & Analytics of Excel Spreadsheets, Data Analysis

```text
Completed a course on Advanced Management & Analytics of Excel Spreadsheets.
```

## Tech stack

- MySQL

To contact Fabian, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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