Yanet Monterrey
Miami,FL
Summary
IT Engineer with more than 8 years of experience. Solid experience in the field of Architecture projects regarding the operation of software, accounting systems processes, networks + security and user support. with qualities for teamwork, as well as in the development of self-learning skills. Responsible, proactive and
committed to her work, always looking forward to new challenges and learning new techniques.
Overview
9
9
years of professional experience
Work History
IT Services Support Specialist
Architecture And Urbanism Project Company
10.2012 - 07.2021
- Enhanced system efficiency by troubleshooting and resolving technical issues for endusers.
- Improved customer satisfaction by providing timely and accurate IT support services.
- Streamlined help desk processes, resulting in reduced response times and increased productivity.
- Reduced downtime with proactive identification of potential hardware and software issues.
- Collaborated with cross-functional teams to develop innovative solutions for complex IT problems.
- Developed comprehensive documentation for IT procedures, facilitating consistency across the organization.
- Assisted users with password resets, significantly reducing lockout incidents and improving overall user experience.
- Monitored network performance, identifying areas for improvement and implementing necessary optimizations.
- Conducted regular software updates to ensure optimal performance and reduce vulnerability risks.
- Established user accounts, granting appropriate permissions based on role requirements within the organization.
- Served as primary point of contact for all vendor relations, maintaining strong partnerships to support company needs effectively.
- Configured hardware devices such as printers and scanners, enabling seamless integration into existing networks.
- Evaluated emerging technologies to identify opportunities for enhancing current IT infrastructure capabilities.
- Contributed to the development of disaster recovery plans, minimizing potential impact from unforeseen events or failures.
- Facilitated smooth technology transitions during office relocations or mergers, ensuring minimal disruption to daily operations.
- Provided expert consultation on best practices in IT security policies, promoting a culture of vigilance against cyber threats.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Assisted in development of system security protocols.
Education
Associate of Science - Computer And Information Sciences
Informatic Sciencie Univerity
Havana ,Cuba07.2012
Skills
- Data Recovery
- Disaster Recovery Planning
- Patch management
- Network Administration
- Application support
- Software Installation
- Remote Desktop Support
- Customer Service
- Service support
- Desktop support
- Network configuration
- Help Desk Support
- Account Administration
- User Training
- Device Installation
- Customer Communication and Empathy
- Troubleshooting Network Issues
Languages
English
Elementary
Timeline
IT Services Support Specialist
Architecture And Urbanism Project Company
10.2012 - 07.2021
Associate of Science - Computer And Information Sciences
Informatic Sciencie Univerity
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