Open to opportunities

Holly Stephens

@hollystephens

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Technical Support Engineer with expertise in networking and cloud solutions.

Costa Rica

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What I'm looking for

I am seeking a role that allows me to leverage my technical skills in networking and cloud solutions while contributing to a collaborative team environment.

I am a dedicated Technical Support Engineer with a strong foundation in networking and cloud solutions. My journey began with a focus on System Engineering at Universidad Latina de Costa Rica, where I developed a keen interest in networking and cybersecurity. I have obtained several certifications, including AWS Certified Solutions Architect and Juniper Networks Certified Associate, which have equipped me with the skills necessary to excel in my field.

Throughout my career, I have gained valuable experience in technical support roles, notably at Juniper Networks, where I delivered IT support for firewalls and network devices. My responsibilities included troubleshooting, problem isolation, and remote diagnostics, ensuring that I adhered to strict escalation protocols. Additionally, my role as an Executive Administrative Assistant at IBM allowed me to hone my organizational and communication skills, supporting executives while managing various administrative tasks.

Experience

Work history, roles, and key accomplishments

Technical Support Engineer

Concentrix

Jul 2024 - May 2025 (10 months)

Delivered IT support for Juniper Firewalls and Network Devices, including problem isolation, lab replication, and solution testing. Performed packet analysis via Wireshark/tcpdump, analyzed network traces, and executed remote diagnostics and configurations.

Network Device Configuration Wireshark Tcpdump Configuration Management IT Support

Executive Administrative Assistant

IBM

Jan 2016 - Dec 2023 (7 years 11 months)

Provided high-level administrative support to IBM executives, including email monitoring, calendar management, travel arrangements, and expense analysis. Served as a point of contact between the team and the IT Department, offering basic IT support.

Administrative Support Calendar Management IT Support Communication Executive Support Microsoft Office

Technical Support Representative

HP & STT Group

Dec 2014 - Jan 2016 (1 year 1 month)

Handled and resolved basic IT issues, such as password resets, account management, and software installation problems. Provided first-level support, focusing on basic troubleshooting and user assistance for minor hardware issues.

Troubleshooting Password Resets Account Management Installation Hardware Customer Service Technical Support

Back Office Agent

Equifax

Jan 2012 - Dec 2013 (1 year 11 months)

Performed back office operations within the Appraisal and Mortgage Department. Managed and processed documentation related to appraisals and mortgages.

Back Office Operations Data Entry Document Management Financial Services Attention To Detail

Customer Service and Sales Representative

Aegis People Support

Jun 2011 - Aug 2012 (1 year 2 months)

Provided customer service and sales support for the Spirit Airlines Account. Assisted customers with inquiries, resolved issues, and processed sales transactions.

Customer Service Sales Customer Support Communication Spirit Airlines Account Call Center Operations Problem Solving

Education

Degrees, certifications, and relevant coursework

Universidad Latina de Costa Rica

Partially Completed, System Engineering

Pursued a degree in System Engineering, gaining foundational knowledge in various engineering principles. Additionally, completed a technical diploma focusing on Cisco Networking and Cybersecurity, covering CCNA and CyberOps tracks.