Paco Ortega

I'm an IT Support Specialist in Mexico City with 3+ years of hands-on experience supporting end users and keeping systems running. At Runa I own tier-2 technical support for the whole company: resolving hardware and software incidents on Windows and macOS, administering Google Workspace, MDM and Group Policy, managing IT infrastructure through ITSM processes, and preparing the technical reports and documentation used for SOC 2 compliance. I joined as an IT intern on tier-1 support and was promoted after a year.

Before Runa I worked freelance for two years doing component-level laptop and phone repair (including SMD microsoldering), OS restoration, and UniFi/Ubiquiti network and CCTV installations, so I'm comfortable troubleshooting at the hardware level as well as in software.

I'm a native Spanish speaker with C2 English (EF SET certified), currently studying Communications and Electronics Engineering at IPN, and I hold the Google IT Support and Google Data Analytics certificates, plus working knowledge of SQL, Python and R.

I'm looking for a remote technical support, help desk or technical customer support role with an international team. I'm in UTC-6, which overlaps fully with US business hours, and I'm comfortable with shift-based schedules and supporting customers by phone, chat and email.