Stephanie Trejos
Bridgewater
Summary
Versatile IT Support and Customer Service professional with a proven track record of troubleshooting and resolving technical issues in fast-paced environments. Experienced in supporting users across Windows, macOS, and mobile platforms while delivering high-quality service through phone, chat, and email. Known for strong communication skills, collaborative problem-solving, and a commitment to continuous improvement. Currently transitioning into Agile project facilitation, actively enrolled in a Scrum Master certification to build on a solid foundation of technical and interpersonal expertise.
Overview
4
4
years of professional experience
Work History
Manufacturing Associate
Bristol Myers Squibb
Summit
04.2025 - Current
- Followed established manufacturing guidelines related to quality assurance standards.
- Identify defective components or finished goods items during the inspection process and make appropriate adjustments accordingly.
- Troubleshoot problems in the manufacturing process by identifying root causes and proposing solutions.
- Clean work areas regularly to maintain a safe working environment.
- Record data from each shift for record keeping purposes as required by company policy.
- Maintain records of production, quality control, and machine maintenance activities.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Middle Customer Service and Technical Support Agent
Smartsoft
07.2022 - 09.2024
- Programmed SQL queries based on client-specific data requirements.
- Troubleshot client servers via VPN or Zoom, identifying application error sources.
- Analyzed logs, ETLs, jobs, and stored procedures daily for error feedback and functionality insights.
- Managed incident tickets using Jira while documenting server information in Confluence.
- Collaborated with product managers, developers, and QA testers to address critical issues.
- Studied application functionalities across versions to enhance support quality for end users.
- Utilized tools including Jira, Confluence, AWS, SQL Server Management Studio, Visual Studio, and Postman.
- Managed multiple customer requests simultaneously while maintaining a high level of customer service.
- Performed remote diagnosis and repairs on computers with operating system problems.
- Provided technical assistance to customers via phone, email, and online chat.
- Diagnosed complex technical problems related to computer networks, systems and applications.
Outsourcing IT Support
Pertec Global Services
01.2022 - 07.2022
- Managed high volume of calls and emails related to IT issues daily with strong work ethic.
- Documented customer requests through tickets, investigating outages calmly and positively.
- Provided technical support for password resets, account unlocks, and user profile creation.
- Enabled or disabled functions based on user roles to ensure appropriate access.
- Configured Cisco phones and reset voicemail PINs to meet user needs.
- Delivered follow-up information via phone or email regarding customer requests.
- Set up printers and scanners using wired or wireless connections for optimal functionality.
- Completed day-to-day duties accurately and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
Customer Service Representative
Sykes
05.2021 - 01.2022
- Managed high call volume daily, addressing customer inquiries regarding services and billing.
- Resolved fraud concerns while updating customer information promptly.
- Provided timely responses to all customer queries about product malfunctions and promotions.
- Reported disputes and ensured follow-up communication on case statuses.
- Maintained calm demeanor in high-pressure situations, fostering positive customer interactions.
Education
Bachelor's - System Engineer
Fidelitas University
Costa Rica06.2023
Skills
- SQL and Java
- Confluence and Jira
- Microsoft 365 applications
- Team collaboration
- Effective communication
- Leadership skills
- Customer service
- Technical support
- Problem solving
- Attention to detail
- Jira management
- Agile methodologies
- Customer support
- Scrum processes
Personal Information
- Date of Birth: 03/10/01
- Gender: Female
- Nationality: American
- Place of Birth: United States
Characteristics
- Responsible
- Creative
- Team worker
- Passionate
- Communication
- Leadership
- Risk taker
- Enthusiastic learner
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Manufacturing Associate
Bristol Myers Squibb
04.2025 - Current
Middle Customer Service and Technical Support Agent
Smartsoft
07.2022 - 09.2024
Outsourcing IT Support
Pertec Global Services
01.2022 - 07.2022
Customer Service Representative
Sykes
05.2021 - 01.2022
Bachelor's - System Engineer
Fidelitas University
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