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Experienced IT Support Specialist fluent in English and elementary proficient in French, with over 5 years of expertise in technical support, IT systems troubleshooting, and customer service. Holds a Bachelor of Technology in Software Engineering and is CompTIA A+ certified. Demonstrates success in resolving complex technical issues, managing high volumes of support requests, and improving system efficiency. Proficient in a wide range of IT tools and systems, including AWS/Azure Cloud, Microsoft Office Suite, and remote support technologies. Committed to enhancing user satisfaction through effective communication and rapid incident resolution, consistently achieving customer satisfaction rates above 95%.

Experienced IT Support professional with 10+ years delivering first and second line support in fast-paced, technical environments. Strong troubleshooting and problem-solving skills with deep understanding of systems, processes, and user needs. Proven ability to manage high volumes of support requests, provide excellent customer service, and support Microsoft-based environments. Skilled in handling incidents, prioritising workloads, and delivering clear technical guidance to users at all levels.

Results-driven IT professional with extensive experience in IT support, business analysis, and team leadership, delivering robust voice, network, and contact centre solutions for ~650 staff. Skilled in IT service management (ServiceNow, ITIL), system administration (Genesys, Microsoft 365), and disaster recovery planning, with a proven track record of leading telephony transformations and process improvements. Adept at stakeholder and vendor management, driving operational efficiency, and providing exceptional customer service. Certified in ITIL Foundation, Lean Six Sigma Yellow Belt, and Genesys Administrator, seeking to leverage technical expertise and leadership to enhance organisational success.

Results-driven IT professional with a robust background in desktop support, networking, and SQL. Offers hands-on experience in configuring hardware and software, troubleshooting network and system issues, and delivering technical support that enhances performance, reduces downtime, and strengthens security. Thrives in both independent and team environments that prioritize clear communication and strong organization, fostering a collaborative approach to problem-solving. Expertise includes securing systems against threats, monitoring for vulnerabilities, and ensuring compliance with IT best practices, always with a focus on the end user. Committed to staying ahead of evolving technologies to drive innovation and efficiency.

Clely Hernandez

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