Open to opportunities

Lilen Velasquez

@lilenvelasquez

Technical Support Specialist and Team Leader providing fast, reliable troubleshooting and user support across Spain and the UK.

United Kingdom

Message

What I'm looking for

I’m looking for an IT support role where I can resolve hardware/software issues, manage tickets, and improve workflows—partnering with teams via Teams/Zoom/Google Meet in a fast-paced environment.

I’m an IT Technician with experience in technical support, customer service, and issue resolution in Spain and the UK. I’m skilled in troubleshooting hardware/software issues, user support, and communication in fast-paced environments.

As a Technical Support Specialist / Team Leader, I provide technical customer support to internal users, manage workflow and operational requests, and resolve software/system issues using XPP and IFS. I also coordinate remote collaboration with tools like Teams, Zoom, and Google Meet, and support server monitoring and maintenance, plus WordPress website updates.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

Ingram Micro

Jul 2019 - Present (6 years 11 months)

Provided technical customer support to internal users and resolved software/system issues using ticketing and monitoring tools. Managed workflow and operational requests while coordinating remotely with the team.

Technical Support Troubleshooting Ticketing Systems Zendesk Remote Collaboration Workflow Management User Support

IT Support Technician

Stayer Iberia

Jan 2018 - Jun 2018 (5 months)

Supported internal users with hardware and software troubleshooting and server monitoring/maintenance tasks. Updated websites in WordPress and assisted with technical issue resolution during the internship period.

IT Support WordPress User Support

Education

Degrees, certifications, and relevant coursework

Microcomputer Systems & Customer Support Networks program

Technician (Microcomputer Systems and Customer Support Networks), Microcomputer Systems and Customer Support Networks

2016 - 2018

Activities and societies: Technical and internal user support; issue resolution; troubleshooting; written/verbal communication.

Completed a Technician program in Microcomputer Systems and Customer Support Networks in Spain from 2016 to 2018, building skills in issue resolution and troubleshooting. Developed written and verbal communication for user support in technical environments.