Juan Ignacio Ibarbia
@juanignacioibarbia
Level 2 IT Support Analyst delivering reliable onsite support in manufacturing environments.
ArgentinaWhat I'm looking for
I am a Level 2 IT Support Analyst with over six years of hands-on experience supporting manufacturing and SME environments. I specialize in resolving medium- and high-complexity incidents across Windows, Microsoft 365, Active Directory, networking, and enterprise hardware.
At Procter & Gamble’s Pilar plant I provided L2/L3 onsite support for 350 users, maintained a 95% first-contact resolution rate, and reduced average ticket response time from one hour to 15 minutes while following ITIL-aligned processes in ServiceNow.
I have led and mentored onsite L1 teams, coordinated large-scale Windows image deployments and device rollouts (including 60 Honeywell industrial devices completed eight weeks early), and managed corporate printer fleets and network troubleshooting to minimize production impact.
I am bilingual (Spanish/English), comfortable in high-pressure industrial settings, and combine technical proficiency with process-driven incident management and proactive prevention to keep operations running smoothly.
Experience
Work history, roles, and key accomplishments
Freelance PC & Network Technician
Technology Services
Nov 2018 - Present (7 years 4 months)
Built and maintained a freelance client base for residential and SME clients, installing and configuring LAN/WLAN and security camera systems and achieving 100% repeat business for commercial clients.
Delivered L2/L3 onsite technical support to 350 users at P&G's Pilar manufacturing facility, maintaining a 95% first-contact resolution rate and reducing average ticket response time from 1 hour to 15 minutes while meeting all SLA targets.
Remote and Onsite Support Specialist
SoporteArg
Nov 2021 - Jun 2022 (7 months)
Provided L1/L2 remote and onsite support to 50 SME clients with a 98% client satisfaction rating and reduced network downtime incidents by 90% through proactive maintenance and infrastructure monitoring.
Help Desk and Data Entry Assistant
INPI
May 2017 - Oct 2018 (1 year 5 months)
Supported help desk operations and performed data entry tasks to maintain accurate records and assist end users, contributing to daily operational continuity.
Education
Degrees, certifications, and relevant coursework
Henry
Certificate, Full Stack Web Development
2020 - 2021
Completed an intensive Full Stack Web Developer program focusing on JavaScript, Node.js, React, Redux, and SQL.
San Juan El Precursor School
Bilingual High School Diploma, Natural and Exact Sciences
2001 - 2012
Completed a bilingual high school diploma with a focus on natural and exact sciences.
San Isidro Institute
Technical Certificate, Computer Hardware / PC Repair
2013 -
Studied PC repair and assembly, covering hardware diagnostics, repair procedures, and system assembly.
Tech stack
Software and tools used professionally
Availability
Location
ArgentinaAuthorized to work in
Job categories
Skills
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