At HCLTech, I deliver first-level IT support across Latin America and Spain in Portuguese, English, and Spanish. I manage roughly 360 incidents per month while maintaining 100% SLA compliance and a 99% average quality rating.
I work across ServiceNow, Active Directory, Netskope VPN, SolarWinds, SAP, and endpoint support, handling incident triage, access administration, onboarding, offboarding, and escalations. My background also includes logistics operations, administrative workflows, and freelance translation.
