Mayra Peña
Technical Support
San Luis Potosí
Summary
Strategically-minded and customer-oriented Network Engineer with 1+ YoE, eager to join MS to help monitoring, optimize and determine a proper fix for the company's Voice Network.
In a previous role I have monitored the Network, in such position I learnt to work along with the different Stakeholders, Service Providers, Vendors as well as to arrange for onsite support/replacement in a timely manner, operating a Ticketing System in which all Tshooting steps/efforts made were logged.
- Hard-working, organized and meticulous employee with Extensive experience in customer service.
- Enthusiastic Team Player always ready to guide the Team to achieve company goals.
- Successful at managing multiple priorities with a positive attitude.
- Willingness to take on added responsibilities.
Overview
2
2
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Technical Support
PROSPERA
San Luis Potosí
01.2018 - 09.2021
- Provided Technical support for incoming queries (via Ticket, chat, phone or email) related to issues such as PCs, Printers, Deskphones, Network Hw/Sw.
- Solved issues including Tshoot methods such as verifying Physical, Data/Networking Layer issues, verifying proper configuration is set on Network Devices, relying on remote troubleshooting when available.
- Escalating issue when necessary as Timely manner> ITIL practices.
- Train users, Write Training Manuals, Document reports to determine malfunctions that continue to occur.
- Analyzed, categorized and prioritized support tickets based on its severity.
- Managed for 3rd Party Vendor/Carrier engagement.
- Accomplishing and Tracking KPI/SLAs in all daily activities.
- Addressing any of the above breaches via JIRA.
Education
Telecomm Engineering
UASLP
San Luis Potosi 08.2010 - 08.2016
Skills
Opnet
Technical Support
Technical Support Management
Leadership experience
Problem-solving
Routers/Switches
Teamwork and Collaboration
Strategic planning
Troubleshooting
Certification
Microsoft Office Package 2013
Timeline
Technical Support
PROSPERA
01.2018 - 09.2021
Telecomm Engineering
UASLP
08.2010 - 08.2016