Gabriel Alvarado
@gabrielalvarado
I resolve high-volume technical support issues across devices, accounts, and learning platforms.
United StatesWhat I'm looking for
At Stride / CCTS, I resolve and escalate high volumes of ServiceNow tickets across corporate IT and school environments, supporting HP and Lenovo devices, accounts, Canvas LMS access, and platform errors. I was promoted from L1 to L2 based on performance and ticket-resolution quality.
I also produce nightly Excel reporting for senior leadership and built a Python/openpyxl queue-scheduling tool to streamline supervisor workflow. I communicate clearly across remote, ticket-based, and phone support channels while coordinating escalations with other teams.
Experience
Work history, roles, and key accomplishments
L2 Technical Support Specialist
Stride / CCTS
Jun 2022 - Present (4 years 2 months)
Promoted from L1 to L2 based on performance and ticket-resolution quality. Resolves and escalates high-volume ServiceNow tickets for corporate and school issues, including device, account, and access problems.
Front Desk Receptionist
HFM Wealth Management
Apr 2019 - Sep 2019 (5 months)
Served as first point of contact for clients and visitors, managing calls, scheduling, and inquiries in a professional office setting.
Education
Degrees, certifications, and relevant coursework
Goodwin College
Attended Goodwin College in East Hartford, CT.
Opportunity High School
High School Diploma
Attended Opportunity High School in Hartford, CT.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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