Ana Ortega
@mariobarsallo
Enterprise technical support engineer with 10+ years resolving Windows, AD, and Microsoft 365 incidents.
PanamaWhat I'm looking for
I’m an Enterprise Technical Support Engineer with 10+ years of experience resolving complex IT incidents across Windows Server, Active Directory, TCP/IP networking, and Microsoft 365 environments. I specialize in end-to-end case ownership—diagnose, resolve, document, and escalate when needed—while maintaining high service quality.
My work focuses on reducing recurring problems and protecting uptime. I’ve proven results, including reducing recurring incidents by 30% and maintaining 95%+ customer satisfaction through proactive communication and reliable issue resolution.
I’m highly effective in remote enterprise support, including working on-site and remote for long-term, full case lifecycles since 2008. I also bring ServiceNow/ticketing discipline, ITIL best practices, and security auditing experience to ensure incidents are handled consistently and thoroughly.
Alongside systems and networking support (DNS, DHCP, LDAP, VPN, firewalls), I support productivity platforms like Exchange, Teams, and SharePoint. I continue growing toward cybersecurity work (Cybersecurity Fundamentals in progress and related training) while staying hands-on with troubleshooting, endpoint security, and even hardware repair when needed.
Experience
Work history, roles, and key accomplishments
Enterprise Technical Support Engineer
Sistema Total Panamá
Jan 2008 - Present (18 years 5 months)
Resolved complex enterprise IT incidents end-to-end across Windows Server, Active Directory, and TCP/IP, maintaining 99%+ system availability. Achieved 95%+ customer satisfaction and reduced average resolution time by improving enterprise case prioritization.
Remote Technical Support Specialist
Sitel Panamá (Best Buy Technical Support)
Jan 2022 - Jan 2023 (1 year)
Provided remote phone and desktop support for laptops, printers, routers, and home networks, diagnosing OS, Office 365, antivirus, and connectivity issues. Reduced recurring repeat contacts by 30% within 6 months through standardized procedures and knowledge base improvements.
Technical Support Representative
Dell Computer S.A. Panamá
Jan 2003 - Jan 2008 (5 years)
Delivered phone and remote technical support for Dell laptops and desktops across software, hardware, networking, and peripherals with strong first-contact resolution. Minimized repeat call rates by guiding customers through troubleshooting and hardware replacement while maintaining detailed technical documentation.
Education
Degrees, certifications, and relevant coursework
Universidad Tecnológica de Panamá Oeste
Degree in Cybersecurity, Cybersecurity
2025 -
Pursuing a degree in cybersecurity (2nd year) with enrollment ongoing since 2025.
Instituto de Computación
Systems, Networks & Computing Technician, Systems, Networks & Computing
2005 - 2007
Completed training as a systems, networks & computing technician from 2005 to 2007.
Western Wisconsin Technical College
Advanced English Program, English
2001 - 2004
Completed an advanced English program from 2001 to 2004.
Tech stack
Software and tools used professionally
Availability
Location
PanamaAuthorized to work in
Job categories
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