Francisco Rivera
Heredia
Summary
Proactive and dedicated professional with strong analytical abilities, and a proven track record of delivering actionable insights from data. Demonstrates exceptional critical thinking and problem-solving skills, effectively organizing and structuring complex information. Self-motivated and initiative-driven, consistently overcoming challenges to achieve goals. Quick to acquire new functional and technical knowledge, ensuring adaptability in dynamic environments.
Overview
8
8
years of professional experience
Work History
IT Support Senior Analyst
Kaiser Permante
Lagunilla
05.2024 - Current
- Providing Level 1 and Level 2 IT support via phone and remote tools, ensuring high customer satisfaction, and SLA compliance.
- Troubleshooting issues related to Windows OS, hardware, software, VPN connectivity, and basic networking.
- Managing user accounts in Active Directory, including password resets, and permissions.
- Logging and tracking incidents using ITSM ticketing systems, prioritizing resolution effectively.
- Conducting root cause analysis to identify recurring issues, and implementing preventive measures.
- Supporting Microsoft technologies such as Office 365, Outlook, Teams, and Exchange.
- Escalating complex incidents to different teams, with thorough documentation.
- Maintaining accurate ticket records to facilitate reporting, and continuous service improvement.
- Deliver consistent first-contact resolution and follow ITIL-based support processes.
Subject Matter Expert
System Crew
San Jose
12.2019 - 04.2024
- Guided projects ensuring business alignment through technical expertise as Subject Matter Expert.
- Optimized operational performance using ITIL, reducing system downtime significantly.
- Configured and customized service management systems, creating workflows and documentation.
- Managed concurrent tasks and workstreams efficiently for timely project delivery.
- Developed leadership skills focusing on team motivation and customer engagement enhancement.
- Analyzed business processes to streamline operations and develop new workflows.
- Conducted system testing with sample and live data for accuracy assurance.
- Maintained data integrity through loading, manipulating, and integrating across systems.
IT SERVICE DESK ANALYST
Auxis
Heredia
01.2018 - 11.2019
- Acted as a Level 2 Senior Analyst by supporting multiple accounts, clients, vendors, and colleagues with various IT-related issues.
- Conducted root cause analyses to identify underlying IT problems.
- Shared best practices to establish clear expectations for end users.
- Delivered high-level support and excellence to diverse clients.
- Managed user accounts, implementing necessary changes based on user requirements.
- Led collaborative efforts with colleagues to identify areas for improvement and enhance time management.
- Provided technical support for Windows OS, O365 apps, VPN connections, and basic networking issues.
- Facilitated communication between end users and vendors while escalating complex cases with detailed documentation.
IT CUSTOMER CARE REPRESENTATIVE
DXC Technology
Heredia
01.2018 - 12.2018
- Delivered technical support for diverse IT issues via chat and phone channels.
- Managed high volumes of calls and chats, assisting end-users effectively.
- Utilized multiple tools to support various internal departments efficiently.
- Oversaw ticketing systems to track and resolve technical issues promptly.
- Addressed escalated cases with priority to ensure timely resolutions.
- Executed IT tasks including VPN connections, MS Office, and Active Directory management.
- Set clear expectations for end-users to improve communication.
- Conducted remote sessions to achieve first contact resolution.
Education
High School Diploma -
Instituto De Alajuela
Alajuela12-2014
High School Diploma -
Universidad Fidelitas
Heredia, Costa RicaSkills
- Proactive and dedicated
- Active Directory management
- Willingness to assist
- Talented and skillful
- Self-motivation
- Analytical abilities
- Critical thinking
- Attention to detail
- Problem solving
- Organizational skills
- Systematic problem solving
- Creative thinking
- Complex problem understanding
- Initiative taking
- Obstacle removal for success
- Quick learner
- Windows troubleshooting
- Root cause analysis
- Data analysis
- IT strategy
- Tech-Savvy
- Analytical thinking
Personal Information
- Date of Birth: 10/20/97
- Nationality: Costa Rican
Certifications Courses
- Basic Computer Applications, INA, 2010
- Internet Management, INA, 2014
- Barracuda Web Application Firewall Training (WAF01), 2021
- Splunk Core Certified Power User, 2020
- AZ-900 Microsoft Azure Fundamentals | Azure Certification (Current)
- Microsoft Power BI: PL-300 Certification Prep (Data Analyst) (Current)
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
IT Support Senior Analyst
Kaiser Permante
05.2024 - Current
Subject Matter Expert
System Crew
12.2019 - 04.2024
IT SERVICE DESK ANALYST
Auxis
01.2018 - 11.2019
IT CUSTOMER CARE REPRESENTATIVE
DXC Technology
01.2018 - 12.2018
High School Diploma -
Instituto De Alajuela
High School Diploma -
Universidad Fidelitas