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Gerson Badilla

@gersonbadilla

IT Support Technician with 4+ years of experience, skilled in troubleshooting and customer service.

IT Support Technician with over 3 years of experience in technical support and escalation environments, and 4 years in customer service. Passionate about science and technology. Skilled in troubleshooting hardware and software issues, with a solid background in finance and credit. Seeking to leverage my expertise to improve operational efficiency and customer satisfaction.

Experience

Work history, roles, and key accomplishments

IT Support Technician

Kaiser Permanente

Mar 2024 - Jan 2025 (10 months)

Provided advanced remote technical support for medical IoT devices, diagnosed hardware and software issues on Windows and macOS, managed service tickets using ServiceNow and Salesforce, and collaborated with IT security teams to enhance system integrity.

MacOS Technical Support IoT Devices ServiceNow Salesforce Windows Network Security Troubleshooting Customer Service Documentation macOS

Banking Agent

Teleperformance (Cardworks)

Sep 2023 - Mar 2024 (6 months)

Delivered exceptional customer service, assisted customers with banking transactions, managed payments and refunds, and ensured compliance with U.S. credit laws.

Customer Service Banking Transactions Credit Laws Payment Processing Refund Management Communication Problem Solving

Help Desk Analyst

JLL (GREF)

Feb 2023 - Aug 2023 (6 months)

Assisted in implementing employee commute programs for Amazon, provided customer service to employees, and maintained program documentation.

Customer Service Program Implementation Documentation Communication Coordination Employee Engagement

Service Desk Analyst

Wipro – CITI Bank Account

May 2022 - Dec 2022 (7 months)

Provided Level 1 and 2 technical support, logged issues in ServiceNow, identified recurring problems, and collaborated with technical teams to resolve complex issues.

Technical Support ServiceNow Troubleshooting Incident Management Windows Network Protocols Customer Service MacOS

Senior Advisor

Concentrix – Avalon Account

Dec 2019 - Apr 2022 (2 years 4 months)

Resolved complex software and hardware issues, supervised junior advisors, documented errors, and handled escalated customer situations with professionalism.