JIRA
Adriana Juárez
JR IT Analyst Support
San Nicolás
Summary
Detail-oriented IT Support Analyst with experience in documentation and evaluating IT products and services, looking for defects and recommending solutions. Strong written and oral communication skills resulting in knowledgeable, satisfied customers.
Overview
4
4
years of professional experience
2
2
Languages
Work History
JR Analyst IT Support
The Hershey Company
Monterrey
06.2019 - Current
- Offered new employees training to reduce frustration and improve customer satisfaction.
- Resolved diverse range of technical issues across multiple systems and applications for end-users
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Delivered onsite technical support for +2000 employees.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Answered questions and provided information to customers about new software or hardware.
- Researched product and issue resolution tactics to address customer concerns.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Pursued professional development opportunities to learn new testing tools and test strategies.
- Carried out tests to identify bugs and glitches.
- Led projects and analyzed data to identify opportunities for improvement.
IT Technical Support Intern
LEGO
Monterrey
01.2019 - 06.2019
- Replaced defective components and upgraded office equipment per technology plan.
- Maintained inventory records and documentation for equipment in database.
- Worked with vendors to resolve problems with services, equipment, or inventory.
- Researched problems and used technical documentation to apply solutions.
- Worked with high-performing teams in Agile environment.
- Contributed to team environment by sitting in on meetings and brainstorming new ideas for issue resolution.
- Analyzed current information and helped develop plans to address needs.
- Collaborated with product owner, team members and scrum master to define solutions and drive progress.
Education
Bachelor Degree - Information Technology
Facultad De Contaduría Pública Y Administración
Monterrey 07.2016 - 12.2020
Skills
Documentation skills
Reporting and analysis
Problem-Solving
Excellent Communication
Background in Agile environments
Ticket support system management
Software
ServiceNow
Selenium IDE
Azure Devops
SQL
Visual Studio
Udemy Training
Software Testing MasterClass
Timeline
JR Analyst IT Support
The Hershey Company
06.2019 - Current
IT Technical Support Intern
LEGO
01.2019 - 06.2019
Bachelor Degree - Information Technology
Facultad De Contaduría Pública Y Administración
07.2016 - 12.2020