Sebastian Tornel Hoyos

I’m a bilingual IT Support Analyst delivering enterprise-level L1/L2 helpdesk support in high-volume, remote environments. At TATA Consultancy Services supporting CVS Health store operations, I resolve 35+ technical calls per day by troubleshooting POS systems, self-checkout units, Zebra devices, payment terminals, and in-store servers—while consistently meeting strict SLAs.

I manage identity and access workflows in Active Directory and Avatier, including account lockouts, user lookups, password resets, and MFA/OTP verification. I securely access and troubleshoot remote devices using SupportLink and Citrix VDI, document and escalate incidents in ServiceNow, and handle PBX/IVR and overhead paging disruptions.

Before this, I strengthened my client-facing and operational skills as a Virtual Receptionist & Client Support Specialist, managing high-volume inbound intake and routing with proprietary CRM tools. I also worked as a Remote Operations Technician piloting autonomous delivery robots, logging field incidents and failures in Jira to help keep fleets running, and earlier provided bilingual Chime banking support via VPN and Zendesk—alongside my ongoing CompTIA Network+ (in progress) and planned Microsoft AZ-900 training.