Stephanie Trejos
IT Support Specialist
Bridgewater
Summary
Bilingual IT Support professional with 3+ years of experience providing technical assistance in high-volume environments. Proficient in remote troubleshooting, ticket management (Jira), and delivering empathetic user support. Recognized for problem-solving, proactive process improvement, and the ability to quickly adapt to new technologies. Seeking an entry-level IT role to apply technical expertise and contribute to organizational success.
Overview
4
4
years of professional experience
2
2
Languages
Work History
Manufacturing Associate
Bristol Myers Squibb
04.2025 - Current
- Follow established manufacturing guidelines and quality assurance standards to ensure compliance.
- Collaborate with cross-functional teams to meet production deadlines and achieve quality objectives.
- Maintain accurate operational records and ensure a clean, safe working environment.
Middle Customer Service & Technical Support Agent
Smartsoft
07.2022 - 09.2024
- Resolved client-side application issues via VPN/Zoom by analyzing logs, ETLs, and stored procedures, reducing resolution time by 20%.
- Managed daily support tickets in Jira, and documented recurring issues in Confluence, improving team efficiency.
- Built and optimized SQL queries to address urgent requests from product managers and QA teams.
- Collaborated with cross-functional teams to ensure the timely deployment of fixes, increasing system uptime.
- Utilized tools such as Jira, Confluence, AWS, SQL Server, Visual Studio, and Postman.
Outsourcing IT Support
Pertec Global Services
01.2022 - 07.2022
- Resolved daily tickets covering networks, systems, and applications, with a 95% satisfaction rate.
- Provided remote support, including password resets, account unlocks, and device configurations.
- Delivered technical assistance via phone, chat, and email, while maintaining high-quality service.
- Escalated complex issues promptly to minimize downtime, and ensure service continuity.
Customer Service Representative
Sykes
05.2021 - 01.2022
- Addressed technical inquiries and resolved service issues for a high volume of customers daily.
- Maintained professionalism under pressure, effectively managing disputes and escalations.
- Documented issues accurately for internal knowledge base, reducing repeat inquiries.
Education
Bachelor of Science - Computer Engineering
Fidelitas University
06.2023
Skills
- Troubleshooting & Remote Support
- Ticket Management (Jira, ServiceNow)
- SQL & Database Queries (SQL Server, MySQL)
- Networking Fundamentals (VPN, IP configuration, printers)
- Operating Systems: Windows, macOS, Linux
- Cloud Platforms: AWS (basic knowledge)
- Customer Service & Communication
- Team Collaboration & Cross-Functional Support
- Analytical Thinking & Problem-Solving
- Adaptability & Quick Learning
Timeline
Manufacturing Associate
Bristol Myers Squibb
04.2025 - Current
Middle Customer Service & 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 of Science - Computer Engineering
Fidelitas University
Similar Profiles
CHRISTIAN ROSKERCHRISTIAN ROSKER
Medical Director Oncology & Cell Therapies at Bristol-Myers SquibbMedical Director Oncology & Cell Therapies at Bristol-Myers Squibb
Rosetta Dujat des Allimes RuizRosetta Dujat des Allimes Ruiz
Senior Clinical Site Monitor, at Bristol-Myers Squibb CompanySenior Clinical Site Monitor, at Bristol-Myers Squibb Company
Zurwa RazaqZurwa Razaq
Senior Specialist at Bristol Myers Squibb (BMS)Senior Specialist at Bristol Myers Squibb (BMS)
Aidan SchweizerAidan Schweizer
Customer Service Representative at Stirling Fine WinesCustomer Service Representative at Stirling Fine Wines
John BuckleyJohn Buckley
Youth Group Leader at Bridgewater Raynham School DistrictYouth Group Leader at Bridgewater Raynham School District