Open to opportunities

Ivan Mojica Delgado

@ivanmojicadelgado

Message

IT and customer service professional delivering technical support and exceptional client experiences.

Panama

Message

What I'm looking for

I seek a customer-focused IT or front desk role where I can provide hands-on technical support, improve processes, mentor colleagues, and enhance user satisfaction within a collaborative culture.

I am an IT and customer service professional with a strong track record in technical support, operations, and client relations, focused on resolving complex issues and improving user experience.

I have provided first- and second-level support across Microsoft (Windows, Office 365, Azure), macOS, Google Workspace, and various education and MDM platforms, leveraging JIRA and CRM/ticketing systems to drive timely resolutions.

My background includes leadership in customer experience and operations where I implemented onboarding, training, and first-call resolution protocols that elevated satisfaction and team performance.

I hold certifications in cybersecurity (ISO 27001) and big data, and I seek roles where I can apply my technical support skills and customer-focused approach to streamline processes and improve service outcomes.

Experience

Work history, roles, and key accomplishments

Current

IT Support Specialist

Current

PX Inc

Mar 2025 - Present (6 months)

Provided first- and second-level technical support across Windows, Office 365/Azure and macOS, improving incident resolution times and user satisfaction through documentation and training. Managed user accounts and access via EntraID, Okta, and Office 365 and tracked incidents in JIRA to streamline onboarding/offboarding.

Windows Office 365 Azure MacOS Okta Jira User Onboarding Technical Documentation

Tech Consultant

International School of Panama

Oct 2022 - Mar 2025 (2 years 5 months)

Provided technology support and platform optimization (Google Workspace, Office 365, Veracross, SEQTA) to faculty and students, reducing disruptions by resolving hardware/software issues and managing Mosyle MDM. Delivered personalized training to improve end-user productivity.

Google Workspace Office 365 Veracross Mosyle Adobe Creative Cloud Troubleshooting User Training

Tech Support Agent

Sitel Group

Aug 2021 - Oct 2022 (1 year 2 months)

Delivered remote Level 1 technical support via phone, chat, and email, improving customer self-sufficiency by translating technical issues into clear guidance and documenting resolutions in the CRM/ticketing system. Applied structured troubleshooting to achieve timely issue resolution.

Remote Support Phone Support Chat Support CRM Troubleshooting Technical Communication Ticketing Systems Customer Relations

Customer Service Representative

Alorica

Jun 2019 - Aug 2021 (2 years 2 months)

Resolved service and billing issues, processed payments, and documented interactions to ensure financial clarity and streamline future problem resolution, improving overall customer experience.

Customer Service Billing Support Payment Processing Documentation Conflict Resolution CRM

Customer Service Representative

Centro Medico Mae Lewis

Oct 2018 - May 2019 (7 months)

Coordinated front-line patient care, managed inquiries and records to ensure accurate data for timely care, and collaborated with clinical teams to optimize workflow efficiency.

Patient Coordination Records Management Communication Administrative Support Workflow Optimization

Sales Promoter

Cable & Wireless

Jan 2017 - Oct 2018 (1 year 9 months)

Engaged potential customers through product demonstrations and tailored presentations, driving brand awareness and securing sales commitments through negotiation and relationship building.

Sales Product Demonstrations Customer Engagement Negotiation Relationship Building

Operations Supervisor

PayPro Inc

Apr 2014 - Jan 2017 (2 years 9 months)

Supervised customer experience and operations, implemented first-call resolution protocols, and improved team performance through targeted coaching and onboarding processes, increasing service efficiency.

Team Leadership Operations Management Customer Experience Coaching Onboarding Process Improvement Call Resolution

Customer Experience Concierge

Copa Airlines

Oct 2011 - Jan 2014 (2 years 3 months)

Provided personalized support to passengers, including high-profile guests, assisting with trip planning and resolving inquiries empathetically to ensure exceptional travel experiences.

Customer Relations Hospitality Communication