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neifrank mayo

@neifrankmayo

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Bilingual IT support specialist skilled in customer service, networking, and incident management.

Trinidad and Tobago

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What I'm looking for

I seek a stable, positive company where I can apply and grow my IT support, networking, and customer-service skills, contributing to strong operational KPIs.

I am a bilingual IT support specialist with multi-year experience in L1 and L2 support for airline and ground-handling operations, and a BSc in Information Technology. I combine strong customer-service skills with technical abilities in network and systems troubleshooting, Citrix, Azure/Active Directory, and ITSM tools to resolve issues quickly and improve service KPIs.

I am a motivated, adaptable team player and leader who has delivered support across North and Latin America, implemented KPI reporting, and worked in field services and dispatch roles. I continuously pursue professional development—holding CompTIA A+ and Security+ related training, ITIL 4 exposure, and customer service management certifications—to contribute reliably to operational stability and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Current

L2 Support Specialist

Current

United Airlines

Provided L2 technical support for North America and Latin America regions, resolving escalated incidents and improving resolution times over a 2-year period.

L2 Incident Management Azure Active Directory Citrix ServiceNow Customer Support

Bilingual Customer Service Agent

iQor Trinidad

Handled bilingual customer service (English/Spanish/Portuguese) for 1 year, resolving queries and maintaining KPIs for customer satisfaction.

Bilingual Support Customer service management KPIs Troubleshooting Multilingual Communication

L1 Help Desk Support Analyst

Swissport Trinidad

Delivered frontline IT help desk support, handling ticket triage and first-line troubleshooting for 1 year and 6 months to maintain service availability.

Help Desk Ticketing ServiceNow Customer Service

Freelance Language Translator

Self Employed

Provided freelance translation services between English, Spanish and Portuguese for various clients, ensuring accurate and localized translations.

Translation English Spanish Portuguese Communication Time Management

Education

Degrees, certifications, and relevant coursework

UTD Technical School

High School Diploma, General Secondary Education

Graduated with a High School Diploma from UTD Technical School in 2019.

Central University of Venezuela

Bachelor of Science, Information Technology

Completed a Bachelor of Science in Information Technology at the Central University of Venezuela, graduating in 2017.

Skillsoft Percipio

Professional Certifications, Professional IT and Service Certifications

Completed multiple professional certifications and courses including CompTIA A+, CompTIA Security+, Customer Service Management, ITIL 4, and related IT and AI workplace topics.