Python
Paula Lopez
IT Analyst - Network Administrator
Queretaro
Summary
IT Helpdesk professional with expertise in data management, ITIL framework, network administration, and team leadership. Proven ability to troubleshoot technical issues, manage databases, and deliver efficient solutions. Dedicated to optimizing IT operations and providing exceptional customer service while fostering a collaborative team environment.
Overview
5
5
years of professional experience
1
1
year of post-secondary education
2
2
Languages
Work History
PC Support Specialist LVL 2
MSC Industrial Supply
Queretaro
03.2024 - Current
- Reduced downtime for users by promptly addressing and resolving technical issues.
- Led projects related to infrastructure improvements, resulting in more reliable systems for users throughout the organization.
- Established a knowledge base containing common issues faced by users as well as their respective solutions, facilitating quicker problem-solving among peers on the team.
- Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for 200 clients.
Service Desk Analyst
Tata Consultancy Services
Querétaro
01.2023 - 08.2023
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Assisted in training new team members on service desk procedures, tools, and best practices.
Service Desk On Site
Alear
Queretaro
08.2021 - 01.2022
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
QA Analyst
CDA Solutions
Querétaro
01.2020 - 01.2021
- Collaborated with cross-functional teams to ensure seamless integration of new features and bug fixes.
- Improved software quality by executing thorough test plans and identifying defects before release.
- Contributed to the establishment of performance benchmarks, tracking QA metrics over multiple development cycles.
- Expanded team knowledge base, mentoring junior QA analysts on best practices and industry standards.
Education
Master of Science - Computer Engineering
UTEL
Mexico, México, Mexico 06.2024 - Current
Skills
Software
JavaScript
SQL
Service Now
MSO 365
Active Directory
ITIL
Agile
Timeline
Master of Science - Computer Engineering
UTEL
06.2024 - Current
PC Support Specialist LVL 2
MSC Industrial Supply
03.2024 - Current
Service Desk Analyst
Tata Consultancy Services
01.2023 - 08.2023
Service Desk On Site
Alear
08.2021 - 01.2022
QA Analyst
CDA Solutions
01.2020 - 01.2021
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