Héctor Jaime García Pizano

Resolved over 2,100 support tickets with 99.9% effectiveness and 93% SLA compliance, including 188 critical priority cases. Designed Power BI dashboards for help desk metrics and coordinated the national help desk during coordinator absences.

Provided technical support, configured equipment, and managed inventory of technological assets.

Integrated data using visualization and analysis techniques, maintained equipment inventory in databases, and supported user requests and network infrastructure administration.

Registered and updated information in databases and applications, digitized files, and prepared monthly progress reports.

Grade: 4.85/5.0

Pursuing a degree in Systems Engineering with a cumulative average of 4.85/5.0 and 87 approved credits. Expected completion date not specified.

Completed the Python for Data Science certification from Fractal Analytics via Coursera in July 2026.

Completed the Data Analysis with Python certification from IBM via Coursera in July 2026.

Earned the Microsoft Certified: AI Transformation Leader certification in March 2026.

Completed a 70-hour course on Python Programming Skills in 2025.

Earned the English for IT B1+ certification in July 2025.

Completed the Bits and Bytes of Computer Networking and IT Support Basics courses via Coursera in 2024.

Earned the NSE 1 and NSE 2 certifications from Fortinet in 2023.

Completed 47 credits in Systems Engineering and Computing, but did not finish the degree.

Earned the Microsoft 365 Certified: Copilot and Agent Administration Fundamentals (AB-900) certification in April 2026.

Completed a 32-hour course on Business Data Management and Analytics with Excel and Power BI in August 2025.

Completed Python Essentials 1 and 2 from Cisco Networking Academy between May and June 2025.