Adriana Quiros Diaz
Alajuela,San Ramon
Summary
Diligent professional with several years of experience. Known for effective systems improvements and careful attention to infrastructure and operational procedures. Excellent diagnostic abilities with advanced technical expertise. .
Overview
5
5
years of professional experience
Work History
Lead IT Analyst
Kaiser Permanente
Heredia Barreal
02.2024 - Current
- Diagnosed system errors and implemented solutions to resolve them.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Troubleshot customer inquiries related to software and hardware issues.
Help Desk Analyst
McKinsey & Company
Heredia Barreal
02.2022 - 01.2024
- Report and track service interaction using ticketing system as
Service Now and JIRA - Work to resolve analytical and technical issues for colleague as
soon as possible using Mac, Windows, iOS, Network and others. - Research new information, create new article and maintain our
Knowledge Base updated - Evaluated existing processes and procedures for improvement opportunities.
Categorization Team
National Instruments Corp
Heredia Barreal
02.2021 - 09.2021
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Used knowledge bases to categorize all tickets and provide a guaranty resolution for all ticket received.
- Used tools as JIRA to work on cases, meeting on time all SLAs.
Fleet Manager Engineer
Hp Inc
Heredia AFZ
01.2020 - 11.2020
- HP Web Jetadmin:r managing a fleet of HP printers, it provides features for monitoring, configuring, and maintaining printers across your network.
- Prepared weekly report summarizing key performance indicators for senior management review.
- Ensured all drivers had valid licenses, completed required training, and adhered to safety standards.
Education
Alternative Conflict Resolution For Mediations
Ministerio De Justicia Y Paz
06-2034
Scrum Master (SMPC)
Universidad CENFOTEC
06-2024
CCNA Routing And Switching Essentials
Academia De Tecnología UCR
01-2020
CCNA Routing And Switching Introduction To Network
Academia De Tecnología UCR
09-2019
High School Diploma
Centro Educativo Madelene Medford
12-2012
Skills
- Process improvement
- ITIL framework
- Knowledge in IT tools:
Service Now, Knowledge
Base, Azure Active
Directory, Jamf, Office
0365, SharePoint
- Continues Improvement
and Project Management - Teamwork and leadership qualities
Languages
English
Professional
Timeline
Lead IT Analyst
Kaiser Permanente
02.2024 - Current
Help Desk Analyst
McKinsey & Company
02.2022 - 01.2024
Categorization Team
National Instruments Corp
02.2021 - 09.2021
Fleet Manager Engineer
Hp Inc
01.2020 - 11.2020
Alternative Conflict Resolution For Mediations
Ministerio De Justicia Y Paz
Scrum Master (SMPC)
Universidad CENFOTEC
CCNA Routing And Switching Essentials
Academia De Tecnología UCR
CCNA Routing And Switching Introduction To Network
Academia De Tecnología UCR
High School Diploma
Centro Educativo Madelene Medford
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