Anyuri Perez
Ruskin,Florida
Summary
Detail-oriented IT support professional experienced in quality assurance, with hands-on experience identifying, documenting, and validating software defects in production environments. Strong foundation in QA principles, test case documentation, and bug tracking using Jira and Confluence. Brings a support-driven mindset, strong troubleshooting skills, and an understanding of end-user workflows to ensure reliable, high-quality software. Experienced in working in fast-paced, ticket-driven environments and collaborating with cross-functional teams to improve system stability and user experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Tier 2 Support /Senior Application Support Analyst
CHHJ
Tampa, FL
04.2025 - Current
- Promoted into a specialized role to provide advanced, application-focused IT support and Tier 2 service delivery for call center employees and over 150 franchises.
- Serve as an escalation point for complex technical issues, performing in-depth troubleshooting.
- Utilize Jira ticket system to manage and resolve escalated issues.
- Contribute to QA by identifying, documenting, and testing bugs.
- Create and maintain KB documentation using Confluence.
- Administer new user accounts using AD, Microsoft Admin Center, and Azure.
- Manage devices via Microsoft Intune and remote access.
- Resolve routine hardware and software incidents.
- Collaborated with teams to identify and resolve application performance problems.
- Documented troubleshooting steps and solutions in knowledge management systems.
IT Support Specialist
CHHJ
Tampa, Florida
06.2022 - 04.2025
- Provided technical support for hardware and software issues across departments.
- Maintained inventory of IT equipment and ensured proper allocation to users.
- Installed and configured operating systems and application software for users.
- Documented support processes and created user guides for internal reference.
- Monitored system performance to ensure optimal operation of IT resources.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Maintained positive relationships with suppliers, vendors, partners associated with each location owned by the Franchisee.
- Device management ensuring alignment with company standards on security requirements and configuration.
Sales
CHHJ
Tampa, Florida
02.2021 - 05.2022
- High-volume telephone sales and customer service.
- Exceeded KPI goals.
- Resolved customer inquiries and concerns promptly to ensure satisfaction.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
Sales Associate & Pawn Broker
Pawn Max
Tampa, FL
12.2019 - 01.2021
- Repaired electronics.
- Managed payments and store duties.
- Evaluated pawned items for value and authenticity.
- Organized merchandise displays to attract customer attention.
- Provided excellent customer service to enhance shopping experience.
- Helped customers find specific products, answered questions, and offered product advice.
- Managed cash register transactions and maintained accurate records.
Social Media Moderator
Cognizant Technology Solutions, CTS
Tampa, FL
03.2018 - 06.2019
- Monitored social media posts for policy compliance.
- Executed data collection and researched policy documentation.
- Reviewed and flagged inappropriate posts and comments across platforms.
- Analyzed trends in user interactions to inform content strategies.
- Maintained knowledge of industry standards and platform policies for moderation.
Pawn Broker
Value Pawn & Jewelry
Tampa, Florida
07.2016 - 03.2018
- Managed payments and store duties.
- Evaluated pawned items for value and authenticity.
- Organized merchandise displays to attract customer attention.
- Provided excellent customer service to enhance the shopping experience.
- Helped customers find specific products, answered questions, and offered product advice.
- Repaired electronics.
Education
High School Diploma -
Excel High School
Computer Science Certification - Information Technology
Aparicio-Levy Technical College
Skills
- IT Support
- Technical Support
- Software Troubleshooting
- Help Desk
- Operating Systems
- Microsoft Windows
- Microsoft Windows Server
- Confluence
- Active Directory
- DNS
- Microsoft Admin Center
- Azure
- Microsoft Intune
- Zendesk
- Jira
- KB Documentation
- Confluence
- Slack
- Upkeep Ticketing System
- SLA
- Customer Service
- MFA
- Entra ID
- VOIP Systems
Certification
- Essential testing techniques in software development
- Fundamental of static testing
- Computer System & Information Technology certification
Timeline
Tier 2 Support /Senior Application Support Analyst
CHHJ
04.2025 - Current
IT Support Specialist
CHHJ
06.2022 - 04.2025
Sales
CHHJ
02.2021 - 05.2022
Sales Associate & Pawn Broker
Pawn Max
12.2019 - 01.2021
Social Media Moderator
Cognizant Technology Solutions, CTS
03.2018 - 06.2019
Pawn Broker
Value Pawn & Jewelry
07.2016 - 03.2018
High School Diploma -
Excel High School
Computer Science Certification - Information Technology
Aparicio-Levy Technical College