Summary
Overview
Work History
Education
Skills
Languages
Websites
Timeline
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Sonia Bernal

San Diego,CA

Summary

Proven ability to collaborate effectively in fast-paced environments, consistently meeting deadlines, and making sound decisions under pressure. Passionate about leveraging technical expertise to prevent and mitigate cyber threats. Actively seeking opportunities to transition into a cybersecurity role, eager to contribute to innovative solutions and protect sensitive information. Member of Latinas in Tech, committed to advancing diversity in the field.

Overview

4
4
years of professional experience

Work History

Level 2 Tech Support

Deep Sentinel
Remote, US
04.2023 - Current
  • Resolved an average of 30+ technical issues per day through Tier 2 support, reducing average ticket resolution time by 25% and significantly increasing customer satisfaction rates
  • Provided advanced technical support to customers via phone, email, and live chat channels, ensuring prompt and effective resolution of issues
  • Diagnosed and resolved complex hardware and software issues related to home security systems, demonstrating proficiency in troubleshooting techniques
  • Investigated and troubleshot complex network-related problems in a timely manner.
  • Installed and configured new hardware and software components related to networking issues.

Technical Hardware Support Engineer

Supply Pro (Contract )
San Diego, US
09.2022 - 04.2023
  • TCP/IP, DNS, WNS, DHCP
  • Created and maintained a comprehensive list of all Office 365 tenants, including email addresses, domains, and administrator
  • Performed user account management tasks such as creating new accounts, resetting passwords, and managing user permissions
  • Assist internal and external customers regarding all aspects of Active Directory and authentication.

IT Support Engineer 1

GoDaddy
Gilbert, US
01.2021 - 06.2022
  • Respond to inquiries and support requests submitted by business users by taking initiative and taking ownership to resolve issues
  • Ask questions to ascertain the issue's nature
  • Run diagnostic software to fix issues
  • Perform basic Server and Active Directory Administration
  • Support for thin clients and devices, wireless networking, network printers, and other technology items
  • Assisted other engineers on projects related to Office 365 when needed and assisted in designing solutions that meet business needs while adhering to Microsoft's Infrastructure Best Practices.

Education

High School Diploma -

Diego Hils Charter School
San Diego, CA
04-2015

Skills

  • Active Directory
  • Powershell
  • Linux
  • DNS
  • Exchange Online
  • Group Policy
  • Office 365 Administration
  • SharePoint
  • Network configuration
  • Network debugging
  • Friendly, Positive Attitude
  • Time Management
  • Decision-Making

Languages

Spanish
Full Professional

Timeline

Level 2 Tech Support

Deep Sentinel
04.2023 - Current

Technical Hardware Support Engineer

Supply Pro (Contract )
09.2022 - 04.2023

IT Support Engineer 1

GoDaddy
01.2021 - 06.2022

High School Diploma -

Diego Hils Charter School

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Sonia Bernal