Charlene Delgado
Fort Myers
Summary
Detail-oriented IT Support Specialist with over 4 years of experience in supporting network, VoIP, and enterprise systems within fast-paced environments. Expertise in troubleshooting complex technical issues, managing Active Directory, and supporting virtualization platforms while consistently delivering exceptional customer service. Skilled in minimizing downtime and enhancing processes, with a strong ability to communicate technical solutions effectively to non-technical users. Committed to leveraging technical knowledge and problem-solving skills to drive operational efficiency and improve user satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Specialist
IPFone
Miami, FL
03.2021 - 01.2023
- Resolved 300+ remote technical issues annually using remote access tools, maintaining a 95% first-resolution success rate.
- Diagnosed and repaired software, hardware, and peripheral issues while minimizing system downtime.
- Managed user accounts, permissions, and security groups through Active Directory.
- Installed and configured devices, cabling, and software to support operational needs.
- Authored and distributed standard operating procedures (SOPs), improving internal efficiency and consistency.
- Educated customers on common troubleshooting steps, reducing repeat support calls by approximately 20%.
- Monitored system performance and proactively addressed routine issues before escalation.
Technical Support Specialist
NEXOGY
Miami, FL
02.2019 - 11.2020
- Programmed and optimized 50+ PBX configurations per month, improving call quality and system reliability.
- Investigated and resolved VoIP, PBX, and network-related trouble tickets.
- Supported Virtual PBX communication platforms as a Helpdesk Call Center Engineer.
- Conducted comprehensive testing and troubleshooting of hardware, software, and connectivity issues.
- Delivered clear, professional communication to customers while resolving complex technical problems.
Education
Associate of Applied Science (AAS) - Information Technology
Florida Career College
Miami, FL01-2019
Skills
- Networking & VoIP
- TCP/IP, DNS, DHCP, VPNs
- Routers, switches, MAC/IP configuration
- VoIP & PBX systems, call routing, QoS
- Systems & Administration
- Windows OS
- Active Directory (users, groups, permissions)
- Server, device, and software installation
- Virtualization
- VMware
- Hyper-V
- Support & Tools
- Remote troubleshooting and diagnostics
- Ticketing systems (Revio and similar)
- Hardware and peripheral support
- Additional Skills
- BIOS configuration
- Linux/Unix fundamentals
- Basic web design (HTML/CSS)
Certification
- CompTia Security+
Timeline
Tier 2 Technical Support Specialist
IPFone
03.2021 - 01.2023
Technical Support Specialist
NEXOGY
02.2019 - 11.2020
Associate of Applied Science (AAS) - Information Technology
Florida Career College