Sebastian Gonzalez
@sebastiangonzalez
Senior technical support analyst with a focus on customer solutions.
Costa RicaWhat I'm looking for
I am a collaborative and customer-focused senior technical support analyst with extensive experience in project management and IT operations. Throughout my career, I have developed a strong analytical and critical thinking skill set, which I apply to deliver high-quality service and engagement. My work has involved leading IT project management initiatives and ensuring that best practices are followed to enhance operational efficiency.
At Moody's Corporation, I provided comprehensive support for Windows and MacOS environments, coordinating hardware deployments and engaging with stakeholders to ensure compliance with local laws. My role as a consultant allowed me to assist global IT teams in resolving incidents and managing requests effectively. I have consistently demonstrated my ability to analyze data, engage with teams, and exceed client expectations through prompt and effective solutions.
Experience
Work history, roles, and key accomplishments
Sr. Technical Support Analyst
Moody's Corporation
Jan 2023 - Jan 2025 (2 years)
Provided comprehensive technical support for Windows and MacOS systems, including hardware and software troubleshooting. Led hardware deployments and coordinated with global engineering teams to enhance service delivery. Managed local IT operations, ensuring compliance with regulations and improving user experience through innovative project initiatives.
Technical Support Analyst / Consultant
Consultant
Jan 2022 - Jan 2023 (1 year)
Worked as a consultant assisting global IT infrastructure teams in incident resolution and service delivery across multiple regions. Responsibilities included troubleshooting, onboarding, offboarding, and ticket analysis, ensuring efficient operations and client satisfaction.
Sr. Service Desk Analyst
Auxis Consulting
Jan 2016 - Feb 2021 (5 years 1 month)
Managed incident processing and delegation in a high-paced environment. Engaged with management teams to analyze requests and ensure prompt resolutions, utilizing critical analysis and resource management to exceed client expectations.
Service Desk Agent
Fujitsu Consulting
Jan 2015 - Aug 2015 (7 months)
Provided daily IT support while leading projects to develop ITIL standards. Focused on creating and updating operational procedures to enhance IT service management practices.
Education
Degrees, certifications, and relevant coursework
GOProject Management Professional Certificate, Project Management
Currently pursuing a professional certificate in project management, focusing on essential skills and methodologies for effective project execution.
Colegio Universitario de Alajuela
High School Diploma, General Education
Colegio Bilingue Santa Ines
High School Diploma, General Education
Tech stack
Software and tools used professionally
Availability
Location
Costa RicaAuthorized to work in
Job categories
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