Summary
Overview
Work History
Education
Skills
Areas Of Expertise
Timeline

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

Coursera
03.2025 - 09.2025
  • Currently pursuing the Google IT Support Professional Certificate
  • Expected completion: 2025

Bachelor degree not finished - Clinic Psychology

Universidad Valle Del Grijalva, Tapachula, Chiapas, Mx
01.2019 - 12.2021

Bachelor Degree not finished - Industrial engineering

Instituto Tecnológico De Tapachula, Tapachula, Chiapas, Mx
01.2012 - 12.2014

High School Diploma -

CBTis 88, Tapachula, Chiapas, Mx
05.2008 - 12.2011

Skills

Time Management

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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

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Osman Alan Villalobos CortesIT Support Technician