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
Timeline
Technical Support Engineer
Multiservicio La Plata
04.2011 - 06.2012
Ph.D. -
Instituto Tecnologico De Zacatecas
05.2001 -
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