Nery Garcia
@nerygarcia
IT support specialist at TeQBytez who supported multiple companies with Microsoft 365 and endpoint issues.
ColombiaWhat I'm looking for
At TeQBytez, I provided Level 1 IT support for multiple companies, troubleshooting Windows, macOS, Microsoft 365, application, connectivity, and workstation issues. I also handled user account and license changes, onboarding and offboarding, and mailbox investigations.
I used HaloPSA, Kaseya VSA, and ScreenConnect to manage tickets and provide remote support. I documented troubleshooting procedures in Hudu and helped build the TeQBytez knowledge base.
Previously, I supported Xerox devices at HCL Technologies and Apple devices at TELUS International. I also built a Windows Server 2022 home lab to practice Active Directory, DNS, DHCP, and Windows administration; I’m an AWS Certified Cloud Practitioner seeking remote IT support opportunities.
Experience
Work history, roles, and key accomplishments
Level 1 MSP Technician
TeQBytez
Apr 2026 - Oct 2026 (6 months)
Provided Level 1 IT support for multiple companies, troubleshooting Windows, macOS, Outlook, Microsoft 365, application, connectivity, and workstation issues. Managed Microsoft 365 user accounts, licenses, and mail flow, and used HaloPSA, Kaseya VSA, and ScreenConnect for remote support.
Provided remote technical support for Xerox devices, including Nuvera, Versant, AltaLink, and Iridesse models. Improved remote fix rate by 15% within the first 3 months and maintained 95% customer satisfaction.
Provided technical support for Apple devices, including iPhone, iPad, Mac, and Apple Watch. Promoted to Subject Matter Expert within 3 months and helped teammates with complex cases.
Helped customers with package tracking, billing questions, delivery issues, and claims for lost or damaged shipments. Escalated complex cases and worked toward service quality and handling-time targets.
Reservations Specialist (Freelancer)
World Connection
Jan 2017 - Aug 2018 (1 year 7 months)
Handled hotel reservations, pricing, booking changes, billing questions, and payment processing for Choice Hotels. Managed 50–60 calls per day and achieved 95% customer satisfaction.
Customer Service Representative
NCO Group
Sep 2013 - Dec 2016 (3 years 3 months)
Assisted customers with billing, account updates, service activations, and credit checks. Used knowledge-base tools to resolve questions and process requests accurately.
Education
Degrees, certifications, and relevant coursework
AWS
AWS Certified Cloud Practitioner, Cloud Computing
2024 - 2027
Earned the AWS Certified Cloud Practitioner certification, valid from 2024 to 2027.
Universidad Tecnológica Latinoamericana en Línea
Bachelor's Degree, Computer Systems Engineering
Pursued a Bachelor's Degree in Computer Systems Engineering, completing studies in 2020.
EF SET
EF SET English Certificate, English Language
Grade: C2 Proficient
Achieved an EF SET English Certificate at the C2 Proficient level.
Skillsoft
CompTIA A+ coursework, IT Support
Completed CompTIA A+ hardware and mobile-device coursework.
Udemy
Active Directory & Group Policy Lab, Active Directory & Group Policy
Completed Active Directory & Group Policy Lab training.
Cisco
Cisco CCST Networking coursework, Networking
Completed Cisco CCST Networking coursework; exam not yet taken.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Salary expectations
Social media
Job categories
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