Holly Stephens
@hollystephens
Technical Support Engineer with expertise in networking and cloud solutions.
What I'm looking for
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.
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.
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.
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.
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.
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.
Availability
Location
Authorized to work in
Job categories
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