Open to opportunities

Willy Carlos

@willycarlos

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Passionate IT support specialist dedicated to user satisfaction.

Trinidad and Tobago

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What I'm looking for

I am looking for a role that allows me to leverage my IT support skills while fostering a collaborative and growth-oriented environment.

I am an enthusiastic IT support specialist with a strong commitment to helping users navigate complex technical issues. My experience includes providing L2 support at Skillsoft-Percipio Learning, where I assist users with escalated problems that require in-depth troubleshooting beyond the capabilities of L1 support. I thrive on the challenge of resolving intricate issues and ensuring a seamless user experience.

With a background in technology and certifications such as CompTIA A+ and Cisco CCNA, I have developed a solid foundation in IT support. My role involves not only technical problem-solving but also effective communication with users to understand their needs and provide guidance. I am passionate about continuous learning and growth, both personally and professionally, and I enjoy collaborating with teams to enhance service delivery.

Experience

Work history, roles, and key accomplishments

Freelance Translator

Self Employed

Jan 2021 - Jan 2022 (1 year)

As a Freelance Translator, I provided translation services from English to Spanish and Portuguese, assisting users with educational guidance and communication.

Translation English Spanish Portuguese Communication Skills

L2 IT Support Specialist

Skillsoft-Percipio Learning

Jan 2020 - Jan 2021 (1 year)

As an L2 IT Support Specialist, I assist users with complex issues that are escalated from L1 support or where AI tools are insufficient. My role involves troubleshooting software and managing user reports effectively.

L2 Azure Active Directory Written Communication Problem Solving

L1 Support Specialist

ESP

Jan 2019 - Jan 2020 (1 year)

In my role as an L1 Support Specialist, I received reports from users, triaged issues, and escalated them to the appropriate specialists. This position honed my troubleshooting skills and my ability to communicate effectively with users.

L 1 Communication Skills Problem Solving