SMSantiago Yepes Monsalve
@santiagoyepesmonsalv
IT specialist delivering L1/L2 technical support, systems administration, and customer-focused solutions.
ColombiaWhat I'm looking for
I am a proactive, analytical IT specialist with strong experience in L1 and L2 technical support, systems administration, and customer service for Latin American markets.
I've led technical support teams, managed daily operations, and delivered solutions across Windows and Linux hosting, DNS, Active Directory, and corporate email platforms like Office 365 and Google Workspace.
My background includes troubleshooting web applications and servers, supporting PHP, Laravel, Python, and Node.js environments, administering MySQL/PostgreSQL databases, and performing cybersecurity analysis to identify and remediate vulnerabilities.
I communicate effectively across technical and non-technical teams, contribute to onboarding and training initiatives, and focus on improving system performance and customer experience.
Experience
Work history, roles, and key accomplishments
Technical Support Leader
Latin-American Hosting
Nov 2021 - Present (4 years)
Lead L1/L2 support teams delivering ticket, chat, and email support while planning daily operations; resolved issues across hosting, DNS, Active Directory, Windows/Linux servers, databases, corporate email and web application stacks, improving operational reliability.
Customer Service Specialist
Teleperformance
Aug 2019 - Dec 2021 (2 years 4 months)
Provided technical support and customer service for TV/Internet products, handling inquiries, troubleshooting, retention, cross-selling, and quality assurance; contributed to training tools that reduced onboarding time. Supported premium banking clients in English and Spanish for international commerce operations.
Education
Degrees, certifications, and relevant coursework
Corporación Unificada Nacional (CUN)
Bachelor of Science, Computer Science
Pursuing a Bachelor Degree in Computer Science with expected completion in 2025.
SASENA (Servicio Nacional de Aprendizaje)
Technician, Commercial Management and Telemarketing
2020 - 2020
Completed a technician program in commercial management and telemarketing at SENA in 2020.
Instituto Ferrini
High School Diploma, General Secondary Education
Completed High School Diploma at Instituto Ferrini, graduating in 2017.
SASENA (Servicio Nacional de Aprendizaje)
Certificate, English Language
Completed an English language program, having finished 11 levels at SENA.
COCoursera
Online Course(s), Professional Development / Artificial Intelligence
Completed online courses including Generative AI: Prompt Engineering Basics and Effective Problem Solving and Decision-Making.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Social media
Job categories
Skills
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