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ulises gil

@ulisesgil

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Bilingual IT Support Technician focused on resolving hardware/software issues and delivering user-first technical help.

Spain

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What I'm looking for

I am seeking an IT role where I can continue learning and efficiently managing technical incidents. I aim to leverage ITSM tools, improve workflows, and contribute my strong customer-first mindset along with clear communication in both Spanish and English.

I am a Level 1 Support Technician with hands-on experience providing first-tier technical support to users in corporate environments. I resolve hardware and software issues, manage ticketing systems using ITSM tools, and ensure timely follow-up and resolution while maintaining clear, user-focused communication.

I consider myself analytical and methodical: I configure devices, printers, and user accounts, handle password resets, and manage access controls, as well as escalate complex issues when necessary. As a bilingual professional (native Spanish, fluent English) holding a Google IT Support Professional Certificate, I am eager to continue growing within the IT field, with a strong focus on continuous learning, attention to detail, and process improvement.

Experience

Work history, roles, and key accomplishments

Chef / Atención al Cliente

Diverso Restaurante

Jan 2024 - Dec 2025 (1 year 11 months)

Provided customer service in a high-pressure restaurant environment, ensuring customer satisfaction and efficiency. Adapted quickly to changing areas and schedules and worked daily with English in an international team.

Customer Service English High Pressure Support Teamwork

Hostelería y Atención al Cliente

Diversos Lugares

Jan 2021 - Dec 2023 (2 years 11 months)

Delivered personalized customer service and resolved problems effectively while working in dynamic environments. Managed multiple tasks and strengthened communication skills through daily customer interactions.

Customer Service Communication Skills Multitasking

Support Technician Level 1

Tecnobrain

Jan 2019 - Dec 2021 (2 years 11 months)

Provided first-level technical support to corporate users, resolving hardware and software incidents. Managed tickets in ITSM tools, configured equipment and user accounts (including password resets), and escalated complex issues while maintaining clear communication focused on user experience.

IT Support hardware troubleshooting ITSM Ticket Management User Accounts Password Resets Access Management Incident Escalation