jago guillen

I’m a detail-oriented IT Support Specialist with 2+ years of experience in customer support, technical troubleshooting, and systems administration. I coordinate with contractors and clients when needed, and I’m the kind of teammate who keeps work organized, trackable, and on time.

As a TECHNICAL SUPPORT AGENT (2024 - PRESENT), I diagnosed and resolved 15+ technical issues daily, with 90% first-contact resolution for network issues and consistent customer impact (80%+ CSAT). I supported users with cloud-based SaaS applications like Google Workspace, handled escalations, and improved service outcomes by coaching and updating team documentation. I’m currently expanding my networking expertise (CCNA in progress) across LAN/WAN, routers, switches, and Packet Tracer.

In my current PROFESSIONAL role (MARCH 2026 - PRESENT), I administer funding allocation for property work, maintain organized records of project status/costs/timelines, and support property improvement coordination. Across both paths, I bring the same technical troubleshooting mindset, disciplined follow-through, and a focus on quality results.