Open to opportunities

Paula Lopez

@paulalopez

Message

I improve IT support operations through Active Directory, endpoint management, and faster ticket resolution.

Mexico

Message

What I'm looking for

I'm seeking IT support and infrastructure roles where I can improve service quality, reduce downtime, manage endpoint and identity environments, and continue building hands-on Python and SQL expertise.

At MSC Industrial Supply, I delivered end-to-end technical support for 200+ users, maintaining Windows systems, security patches, and antivirus software. I also led an infrastructure improvement project that reduced average ticket resolution time from 25 to 15 minutes.

I've supported high-volume ServiceNow operations at Tata Consultancy Services, provided on-site incident resolution at Alear, and partnered with development teams as a QA Analyst at CDA Solutions. I'm expanding my Python and SQL skills through ticket analytics and IT asset inventory projects while pursuing IT support and infrastructure opportunities.

Experience

Work history, roles, and key accomplishments

PC Support Specialist LVL 2

MSC Industrial Supply

Mar 2024 - Nov 2025 (1 year 8 months)

Delivered end-to-end technical support to 200+ end users, installing and maintaining Windows systems, security patches, and antivirus software. Led an infrastructure improvement project that cut average ticket resolution time from 25 to 15 minutes, a 40% improvement.

Active Directory Azure AD Microsoft Entra ID SCCM Intune Microsoft 365 Administration ServiceNow Troubleshooting Hardware installation Ticket Management

Education

Degrees, certifications, and relevant coursework

Universidad Tecnológica de Latinoamérica en Línea

Bachelor of Science, Computer Engineering

Pursuing a Bachelor of Science in Computer Engineering, expected graduation in July 2028. Coursework includes networking, databases, operating systems, and software engineering.