Luanna Rios
@luannarios
I am a bilingual IT Support Analyst skilled in Microsoft 365, Active Directory, Azure, and customer-focused help desk support.
United StatesWhat I'm looking for
I am a motivated, bilingual IT Support Analyst with over 2 years of hands-on experience delivering technical support across remote, hybrid, and on-site environments. I specialize in troubleshooting hardware, software, and network issues while managing user accounts and cloud-based tools.
I have provided Tier 1 support for Microsoft 365 (Outlook, Teams, SharePoint), Active Directory, Azure, and administered ServiceNow and Salesforce for ticketing and client support. I resolved LAN/WAN connectivity issues, reduced downtime, and authored knowledge base articles that lowered repetitive ticket volume.
My background includes bilingual customer-facing roles supporting clients via Salesforce and IQ Navigator, plus experience with Okta, Microsoft Exchange, Windows Server and macOS. I hold CompTIA A+ and CompTIA Security+ certifications and consistently prioritize secure data handling and documentation.
I’m seeking a mid-level IT Support Analyst role where I can continue to grow in cloud and infrastructure support, improve self-service resources, and contribute strong customer service in Orlando or by relocating to New York/New Jersey.
Experience
Work history, roles, and key accomplishments
IT Service Desk Analyst
PSR Associates Inc.
Apr 2024 - Present (1 year 4 months)
Delivered Tier 1 support for Microsoft 365 and Active Directory, resolved LAN/WAN connectivity issues to improve network reliability, and authored knowledge base articles to reduce repetitive tickets.
Customer Service Agent (Bilingual)
LanceSoft Inc.
Oct 2023 - Mar 2024 (5 months)
Supported Accenture clients with onboarding and billing inquiries via Salesforce CRM, ensured secure data handling, and maintained authentication protocols using IQ Navigator.
IT Support Analyst
Indotronix International Corp.
Apr 2023 - Jul 2023 (3 months)
Troubleshot Office 365, Teams, and Okta access issues, managed Active Directory and Exchange accounts, and resolved hardware/software problems to minimize user downtime.
Customer Service Agent (Bilingual)
Search Pros
Dec 2021 - Mar 2023 (1 year 3 months)
Provided bilingual technical and translation support for Ernst & Young clients using Teams, Okta, and CXONE while maintaining accurate, confidential documentation.
Education
Degrees, certifications, and relevant coursework
Instituto Educación Universal
Business Administration
Studied Business Administration at Instituto Educación Universal in Hato Tejas, Puerto Rico.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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