Violeta Castro Andrade
Indianapolis,IN
Summary
Dedicated and skilled Technical Support Specialist with hands-on experience providing Tier 1 technical assistance and support at USIC. Proficient in diagnosing and resolving hardware, software, and basic network issues while ensuring exceptional customer service. Experienced in managing user accounts through Microsoft AD/Azure Active Directory, onboarding and offboarding employees, and maintaining data integrity and security. Currently pursuing an Associate of Science in Computer Science at Ivy Tech Community College, with an anticipated graduation in Fall 2025. Driven to build on technical expertise and contribute to innovative solutions within the IT industry.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
USIC
Indianapolis, Indiana
03.2024 - Current
- Under the direct supervision of the Director and Supervisor of IT department, the Technical Support Specialist at USIC plays a pivotal role in delivering tier 1 technical assistance and support to end-users
- With a strong foundation in diagnosing and resolving software, hardware, and basic network issues, combined with excellent customer service skills, this specialist ensures seamless operation within the IT environment
- Provided prompt and effective technical assistance to end-users, resolving hardware and software issues, including Microsoft Windows 10/11 and Apple products (MacBook, iPad, iPhone), printer/scanner, WIFI, and basic network connectivity issues
- Responded to help desk tickets, service requests, and managed the Helpdesk hotline, ensuring timely resolution of IT issues
- Conducted daily routine system checks and performed hardware and software management tasks such as installation, configuration, deployment, and maintenance
- Managed user accounts, permissions, and access rights within Microsoft AD/Azure Active Directory, offering onboarding and offboarding support for employees while ensuring data integrity and security
- Enforced security policies to protect IT assets and proactively addressed cybersecurity threats, staying informed about potential risks
- Created and maintained documentation for IT systems, procedures, and configurations, including user manuals and guides to ensure accessibility to relevant personnel
- Key Skills- Technical Troubleshooting, Customer Service Excellence, Clear Technical Communication, Hardware and Software Management, System Updates and Patch Management, User Account Management (Microsoft AD/Azure Active Directory), Onboarding and Offboarding Support, Data Integrity and Security, Documentation and Manual Development, Cybersecurity Awareness
Virtual Gate Attendant
Axuus
Las Vegas, Nevada
10.2021 - Current
- Monitor community activity via cameras and create events pertaining to community safety and equipment malfunction
- Deploy on-ground security if needed
- Answer incoming kiosk calls and open gates (vehicle, pedestrian, clubhouse, gym, and pool)
- Creating events accurately based on guests, service providers, and delivery drivers entering the communities
- Creating service tickets for equipment malfunction for our on-ground techs
- Update resident information in our system and provide customer support for account setups, issues, or questions
- Communicate community disruptions to HOA's and community management (Vandalism, gate malfunctions, trespassing)
Warehouse Associate
Amazon
Las Vegas, Nevada
01.2021 - 10.2021
- Processing customer returns
- Package items and sort them based on their eligibility to be sold or discarded
- Protecting customer trust by evaluating the condition of returned items
- Assess the condition of items determining if they can be resold
- Ensuring the cleanliness of my station by sweeping and picking up any trash left behind at the end of my shifts
Crew Member
Cupbop
Las Vegas, Nevada
01.2021 - 04.2021
- Responsible for maintaining the register and ensuring all financial transactions are accurate via POS, calculating and returning the correct amount of change to the customer
- Preserve store culture through honesty, integrity, and respect for customers and fellow crew members
- Demonstrate strong customer service skills to ensure customers are satisfied
- Helping prepare food according to Cupbop recipes and serving customers with a smile
- Maintaining a clean kitchen
- Reporting to and following the store manager's instructions
- Maintaining cleanliness of the store by sweeping, mopping, and wiping down appliances and surfaces
Education
Associate of Science - Computer Science
Ivy Tech Community College
Indianapolis, IN08.2025
Cybersecurity Professional Certification Program -
University of Nevada-Las Vegas
Las Vegas, Nevada11.2022
Skills
- Microsoft Security
- Computer Networking
- Cloud Security
- IT security protocols
- Python
- Windows
- Remote desktop services and support
- Application installations
- Advanced troubleshooting
- Mobile device management
- Asset management
- Virtualization technologies
- VPN
- Technical Troubleshooting
- Customer Service Excellence
- Clear Technical Communication
- Hardware and Software Management
- System Updates and Patch Management
- User Account Management
- Onboarding and Offboarding Support
- Data Integrity and Security
- Documentation and Manual Development
- Cybersecurity Awareness
- Hardware installation
Certification
- Microsoft Security
- Computer Networking
- Cloud Security
- Linux Security
Languages
Fluent in Spanish
Timeline
Technical Support Specialist
USIC
03.2024 - Current
Virtual Gate Attendant
Axuus
10.2021 - Current
Warehouse Associate
Amazon
01.2021 - 10.2021
Crew Member
Cupbop
01.2021 - 04.2021
Associate of Science - Computer Science
Ivy Tech Community College
Cybersecurity Professional Certification Program -
University of Nevada-Las Vegas
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