Osman Alan Villalobos Cortes
IT Support Technician
Mazatan
Summary
IT Service Desk Support with 1 year of experience, helping people to resolve their issues efficiently on a timely manner. My greatest strength is being a Fast Learner. I have a talent for critical thinking and time management looking for multiple angles and approaches aligning with best practices and organizational policies.
Overview
1
1
year of professional experience
10
10
years of post-secondary education
2
2
Languages
Work History
IT Support Technician (L1)
OneSupport
09.2024 - Current
- Resolve an average of 300+ support tickets per month across various platforms
- Played a key role in the migration from Okta Verify to Microsoft Authenticator (Okta to Microsoft Entra) for Lennar by being part of the first support team handling the initial deployment
- Developed troubleshooting procedures for all possible enrollment scenarios
- Manage support via email, phone, and chat based on operational needs
- Deliver empathetic and professional customer service, tailoring each interaction to the user's specific needs
- Provide remote assistance for a wide range of technical issues, including: printer and software installation, software troubleshooting, password resets, VPN troubleshooting (Global Protect), and software licensing via corporate credentials (e.g., Adobe suite upgrades)
Education
Google IT Support Professional Certificate - IT Support
03.2025 - 09.2025
- Currently pursuing the Google IT Support Professional Certificate
- Expected completion: 2025
Bachelor degree not finished - Clinic Psychology
01.2019 - 12.2021
Bachelor Degree not finished - Industrial engineering
01.2012 - 12.2014
High School Diploma -
05.2008 - 12.2011
Skills
Time Management
Adaptability
Data Entry
Interpersonal Skills
Conflict Resolution
Basic Networking
Mobile Devices (iOS & Android)
Remote support
Fast Learner
Empathy
Windows & macOS
Printer Configuration & Troubleshooting
Citrix
Ticket management
Windows & macOS
Printer Configuration & Troubleshooting
Citrix
Ticket management
Call management
Active listening
Problem-solving
Time management
Areas Of Expertise
Time Management, Adaptability, Data Entry, Interpersonal Skills, Conflict Resolution, Fast Learner, Empathy, Active Listening, Patience, Customer Service, Active Directory & Microsoft Entra, Office 365, ServiceNow, Remote Desktop Tools, Windows & macOS, Printer Configuration & Troubleshooting, Citrix, Basic Networking, Mobile Devices (iOS & Android)
Timeline
Coursera - Google IT Support Professional Certificate, IT Support
03.2025 - 09.2025
IT Support Technician (L1) - OneSupport
09.2024 - Current
Universidad Valle Del Grijalva - Bachelor degree not finished, Clinic Psychology
01.2019 - 12.2021
Instituto Tecnológico De Tapachula - Bachelor Degree not finished, Industrial engineering
01.2012 - 12.2014
CBTis 88 - High School Diploma,
05.2008 - 12.2011