Juan Romero
Mississauga,ON
Summary
Seasoned IT professional with a proven track record at Scotiabank, enhancing system reliability and user satisfaction. Expert in Windows environments and ITIL practices, I significantly reduced ticket reopen rates by 15% through meticulous problem management and root-cause analysis. Skilled in creating user-centric documentation, I excel in both technical proficiency and effective communication.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Scotiabank
Toronto, Canada
07.2022 - 08.2023
- Provided on-site and remote support for 800+ Windows and Mac endpoints, addressing unscheduled tasks and high-priority incidents with minimal supervision
- Troubleshot Wi-Fi connectivity, VPN, and network issues, escalating complex problems to senior engineers
- Maintained thorough documentation of incidents and resolutions in the service management ticketing system
- Assisted in root-cause analysis of recurring incidents, reducing re-opened tickets by 15%
- Created user-facing FAQs and how-to guides, enhancing self-service adoption by 20%
IT Support Engineer
Refinancia
Barranquilla, Colombia
06.2021 - 08.2022
- Handled daily calls, chat, and email support for staff across multiple sites, achieving an average 90% satisfaction rate
- Executed PC imaging and software deployment for 500+ devices, adhering to ITIL-aligned SLAs
- Monitored and patched devices using SCCM, mitigating security vulnerabilities promptly
- Collaborated with cross-functional teams to standardize troubleshooting best practices, improving overall ticket resolution time by 25%
Support Analyst
Alianza Fiduciaria
Barranquilla, Colombia
12.2016 - 05.2021
- Provided frontline support on Windows, Mac, and mobile operating systems for clinical and administrative staff
- Managed network ports, switch patching, and telecommunication devices, ensuring reliable access
- Facilitated in-person assistance for software installs, moves, add, changes (IMAC), and device decommissioning
- Assisted with audio-visual setup in meeting rooms, maintaining equipment inventories
Education
Postgraduate Degree - Cloud Computing and Modern Networks
Lambton College
Mississauga, ON01-2025
Postgraduate Degree - IT Security
Corporacion Universitaria Americana
Barranquilla, Colombia01.2021
Bachelor's Degree - Computer Science
Universidad del Areandina
Colombia01.2016
Skills
- Windows 10/11
- Office 2016/365
- PC Hardware
- Printers
- Peripherals
- Basic Mac Troubleshooting
- Cellphone Troubleshooting
- AV Troubleshooting
- Networking
- TCP/IP
- Incident Management
- Problem Management
- ITIL
- Documentation
- Knowledge Base Creation
- PowerShell
- Python Scripting
- SCCM
- SCOM
- Automation Tools
- Root-Cause Analysis
- End-User FAQs
Certification
- A+ Certification (preferred), In progress or relevant equivalent
- ITIL Foundation, Required / Practitioner Preferred
- Microsoft Certified Professional (MCP), preferred
- CCNA Routing and Switching, 2019
- Certified Ethical Hacker (CEH), 2024
- ISO 27001 Auditor, 2021
Accomplishments
- Spearheaded a project to streamline ticket escalation, cutting resolution times by 20%.
- Assisted in a Wi-Fi upgrade across multiple sites, reducing connectivity complaints by 30%.
- Maintained 98% customer satisfaction rating throughout the on-call rotation, handling unscheduled tasks and emergencies in a 24/7 environment.
Timeline
Technical Support Specialist
Scotiabank
07.2022 - 08.2023
IT Support Engineer
Refinancia
06.2021 - 08.2022
Support Analyst
Alianza Fiduciaria
12.2016 - 05.2021
Postgraduate Degree - Cloud Computing and Modern Networks
Lambton College
Postgraduate Degree - IT Security
Corporacion Universitaria Americana
Bachelor's Degree - Computer Science
Universidad del Areandina
Similar Profiles
Abhishek WahalAbhishek Wahal
Senior Manager at ScotiabankSenior Manager at Scotiabank
Tebah Al-SafiTebah Al-Safi
Customers Experience Associate at ScotiabankCustomers Experience Associate at Scotiabank
HARSHIL PATELHARSHIL PATEL
Customer Experience Associate, Kitchener at ScotiabankCustomer Experience Associate, Kitchener at Scotiabank