Gabriela Medina
Computer Systems Engineering
Guadalupe
Summary
Dynamic Technical Support Engineer with a proven track record at Multiservicio La Plata, excelling in problem resolution and team collaboration. Expert in software installation and training, I significantly reduced system downtime while enhancing team performance through effective mentoring and clear communication. Committed to fostering a supportive environment for technical excellence.
Overview
1
1
year of professional experience
2
2
Languages
Work History
Technical Support Engineer
Multiservicio La Plata
04.2011 - 06.2012
- Provided assistance to employees, ensuring timely resolution of software and hardware concerns.
- Mentored members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced team member satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with team members throughout the troubleshooting process, ensuring transparency and trust.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented faults and bugs for referral to development staff for use in updates.
- Performed root cause analysis of reported issues to enact corrections.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Fostered team-oriented environment, encouraging collaboration and knowledge sharing to improve overall service quality.
- Led training sessions for new staff.
- Reduced system downtime significantly, conducting regular maintenance checks and updates.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
- Responded to employees inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Education
Ph.D. -
Instituto Tecnologico De Zacatecas
Zacatecas City, Zacatecas, Mexico 05.2001 -
Skills
Technical support
Problem-solving
Teamwork and collaboration
Application installations
Remote support
Analytical thinking
Critical thinking
Software installation
Interpersonal communication
Software updates
Training and mentoring
Problem resolution
Employee training
Virtualization technologies
User training
Email communication
Timeline
Technical Support Engineer
Multiservicio La Plata
04.2011 - 06.2012
Ph.D. -
Instituto Tecnologico De Zacatecas
05.2001 -