Edgardo Llorens-Pascual
Gainesville,FL
Summary
With 4+ years in hands-on IT support and 10+ years of customer-facing experience, I bring a service-first mindset to solving technical problems at scale. I’ve supported macOS and Windows environments in MSP and internal settings, managed devices through MDM, and provided reliable Level 1–2 support across cloud tools, security controls, and hybrid meeting technology. I take pride in owning issues end-to-end, documenting solutions clearly, and making technology work smoothly for team members, so they can focus on their functions and drive forward organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior IT Support Specialist
Trajector Services
Gainesville, FL
06.2022 - Current
- Supported macOS and Windows environments, troubleshooting hardware, software, and connectivity issues.
- Administered MDM solutions (Intune, Addigy, ABM) for device provisioning, patching, compliance, and security enforcement.
- Led employee onboarding and offboarding, including account creation, device setup, access provisioning, and permissions audits.
- Supported hybrid meeting environments, including Zoom, and Microsoft Teams (Troubleshooting audio, video, and presentation issues during live meetings and events)
- Improved help desk workflows, automation, and reporting to reduce resolution time and recurring issues, collaborated with IT leadership to refine processes, and scale IT operations effectively.
- Designed and delivered technician and end-user training using hands-on sessions, written guides, and self-produced instructional videos
- Created custom technical documentation and step-by-step training videos to standardize support procedures and reduce repeat tickets
- Delivered clear, empathetic technical support to non-technical users in fast-paced environments
Sales Representative/Customer Care Representative
Gas South (Company Merger with Infinite Energy)
Atlanta, GA (Remote)
08.2016 - 12.2021
- Delivered bilingual (English/Spanish) technical and customer support, resolving complex customer issues while maintaining high satisfaction and de-escalation success rates
- Documented customer issues and resolutions in internal systems to improve knowledge sharing and case resolution speed
- Managed high-volume multi-channel support across phone, chat, and email while maintaining accuracy and response-time SLAs
- Collaborated with accounting, IT, and operations teams using internal software tools and data reports to resolve billing, system, and account discrepancies
Education
Associate of Arts -
Santa Fe College
Gainesville, Florida, FLSkills
- Bilingual technical support (English/Spanish)
- macOS & Windows endpoint support
- Endpoint security & MFA support
- Help desk ticketing & incident management
- VPN configuration, deployment, & user support
- MDM administration & endpoint compliance
- Remote troubleshooting (DattoRMM, RDP, NinjaRMM)
- Technical documentation & knowledge base creation
- MSP environment support
- High-volume end-user support (1,000 users)
- Multi-tenant IT support environments
- Hybrid meeting and conferencing support
- Customer-focused IT support & ticket resolution
Certification
CompTIA Network+ — In Progress (Expected 2026)
Timeline
Senior IT Support Specialist
Trajector Services
06.2022 - Current
Sales Representative/Customer Care Representative
Gas South (Company Merger with Infinite Energy)
08.2016 - 12.2021
Associate of Arts -
Santa Fe College