At MDYBPO, I supported technology operations in a Contact Center/BPO environment, handling IT service management and Level 1 and Level 2 support. I managed critical incidents and root cause analysis under ITIL practices, with SLA compliance above 95%.
I also helped prepare and deploy technology solutions, from system configuration and mass image cloning to post-implementation stabilization across more than 150 workstations. My work included user access administration, network troubleshooting, and support for VoIP issues.
Through LOXWARE, I provided independent and corporate IT services, diagnosing hardware and software issues and implementing local networks. I also repaired and upgraded computers, improving response times by 30%.
At Instituto Superior Tecnológico Público Simón Bolívar, I supported computer infrastructure and academic systems, including maintenance for more than 80 computers. At IMORA Servicios Generales S.A.C., I supported design workstations and created 3D models using SketchUp and V-Ray.
