Nivaldo Guevara

Customer service and operations professional with 6+ years of experience in leadership, escalation management, troubleshooting, and client support. Currently transitioning into IT with a focus on Help Desk and cybersecurity. Seeking an entry-level IT Support or Help Desk opportunity where I can combine strong customer service skills with growing technical expertise. Open to night and overnight shifts.

Hands-On  

ServiceNow Ticketing system & documentation,resolution and screenshots
1. Created and documented simulated Level 1 Help Desk incidents using ServiceNow
2. Performed incident creation, prioritization, troubleshooting, escalation, and resolution
3. Created Wi-Fi connectivity, account lockout/password reset, and VPN connectivity scenarios
4. Maintained screenshots, Mermaid workflows, and GitHub documentation for each incident

TryhackMe

1. Performed network reconnaissance and service enumeration using Nmap and Metasploit

2. Used WireShark and PowerShell for network analysis, and automation to capture system events.

3. Participated in defensive security labs involving log analysis, Active Directory fundamentals, incident response, and security monitoring concepts.

VM-HomeLab (in Progress)

1. Build Windows Server 2022 virtual environment using Oracle VirtualBox

2. Practicing password resets, account lockout remediation, user administration, and Group Policy management on Active Directory

Leadership role :

• PRO Services Manager, Lowe's #2363 Poinciana,FL 09/2023 - 12/2025
• Utilized Salesforce CRM to manage contractor accounts, document customer interactions, and coordinate special-order requests.
• Collaborated with cross-functional teams and product specialists to resolve customer issues and support business-to-business client needs.
• Delivered high-level customer service while managing escalations, strengthening client relationships, and driving account growth.

• Flooring & Home Décor Supervisor Lowe's #2363, Poinciana, FL- 02/2022 - 09/2023
• Analyzed sales trends and inventory data to identify shortages, resolve stock issues, and improve department performance.
• Maintained accurate documentation and coordinated with internal teams to address operational challenges and customer concerns.

• Sales Supervisor- Laminate and things Hialeah,FL- 2021-2022
• Coordinated daily operations, delegated responsibilities, and monitored performance to achieve sales and service objectives.
• Resolved customer concerns and supported team members through effective communication, coaching, and problem-solving.

www.linkedin.com/in/nivaldoguevara

https://github.com/SnowKhat

 • Nmap, Wireshark,MetaSploit
• PowerShell, Windows CMD, Bash, SSH
• Active Directory, TCP/IP, DNS, DHCP, HTTP/HTTPS

• CRM Sales Force, ServiceDesk, Zendesk