Open to opportunities

Lisa Ibarra User

@lisaibarrauser

Bilingual Tier 2 Technical Support Specialist specializing in Google Workspace and cloud troubleshooting with 5+ years’ experience.

Colombia

Message

What I'm looking for

I’m looking for a role where I can own advanced cloud support (SLA-compliant), investigate root causes, handle migrations and email sync, and improve support processes—while keeping strong customer satisfaction.

I’m a results-driven Bilingual Technical Support Specialist with 5+ years resolving complex issues in cloud-based environments. In my Tier 2 role at Sutherland (Google Workspace), I troubleshoot escalated cases for enterprise users across Gmail, Drive, Meet, and Chat—staying SLA-compliant while prioritizing customer satisfaction.

I bring a strong foundation in root cause analysis, remote troubleshooting, and data migration/email sync (IMAP, POP3, MAPI), plus proficiency with Google Workspace and Microsoft 365/SharePoint. I’m committed to continuous process improvement and I’m currently studying Software Engineering to deepen how I can help customers solve problems faster and more reliably.

Experience

Work history, roles, and key accomplishments

Current

Tier 2 Technical Support

Current

Sutherland

Jan 2020 - Present (6 years 4 months)

Resolved complex Google Workspace issues for enterprise users, providing Tier 2 support across Gmail, Drive, Meet, and Chat. Troubleshot escalated cloud collaboration problems while maintaining SLA compliance and customer satisfaction.