Patricia Valdivia Dugo
Summary
Experienced troubleshooter with expertise in resolving computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols, and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
5
5
years of professional experience
Work History
Bilingual Service Desk Analyst
Stantec
04.2022 - 11.2022
- Resolved issues related to Oracle
- Provided Tier 1 IT Support Spanish and English via phone, chat, self-ticketing system
- Assist and Install Different software
- Create/Reset/Disable/unlock accounts though active directory
- Resolved VPN /Network issues
- Troubleshoot issues of Microsoft Office 365
- Addressed user's concerns and decided when to escalate tickets to specialist team members
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Service Desk Technician
CGI
11.2020 - 07.2021
- Provided Tier 1 IT support in clear terms to non-technical individuals to promote better understanding
- Resolved Citrix and Pulse Secure VPN issues
- Managed Air watch devices such as iPhone and iPad
- Ticketing system Service Now
- Reset/unlock account though active directory
- Troubleshoot issues of Microsoft Office 365, Microsoft teams and Skype
- Troubleshoot VMs though Director
- Reset TSYS passwords
- Addressed user's concerns and decided when to escalate tickets to specialist team members
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Assisted customers having Lan and networking issues
- Resolve issues of customer connect.
Bilingual English and Spanish Service Desk Analyst
Sonda
12.2017 - 08.2019
- VPN configuration and installation
- LAN / WAN management
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks
- Addressed user customer service concerns and decided when to escalate problems to specialist team members
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Resolved Office365 issues
- Identified internet issues and Provided level 1 support
- Analyzed and resolved issues to ensure client satisfaction with all aspects of services rendered.
Education
Networks and Connectivity IT Technician -
Instituto Profesional Los Leones
Santiago, Chile07.2018
Cyber Foundations and Quality Assurance Testing -
RetrainCanada
11.2021
CCNA Introduction to Networks -
Technical Support fundamentals (Google)
CCNA Routing and Switching Scaling Networks -
CCNA Routing & Switching Network Connection
CCNA security -
Introduction To Cybersecurity
Skills
- Remote System Analysis
- TCP/IP
- Customer service
- Office365
- Windows Server
- Virtual Machine
- Support Ticket System Management
- Hardware knowledge
- Technical Issues Analysis
- Network Infrastructure Monitoring
- Bilingual: English and Spanish
- Ipv4
- Ipv6
- Security fundamentals
- Windows 10
- Linux
- Active directory
- DNS
- Kali linux
- Servicenow
- Empathetic
- Able to learn quickly
- Remote Technical Support
- Incident Management
- Network Troubleshooting
- Problem Resolution
- Customer Support
- Printer troubleshooting
- ITIL Processes
- Mobile Device Support
- User Training
- Active Listening
- Problem-solving abilities
- Complaint Handling/resolution
Awards
- FCR First Call Resolution Issue by CGI, 06/2021, First contact resolution metric is a contact center measure that gauges how many customer calls or contacts are resolved on the first interaction
- Best Analyst of the month Issued by Sonda, 04/2018
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Bilingual Service Desk Analyst
Stantec
04.2022 - 11.2022
Service Desk Technician
CGI
11.2020 - 07.2021
Bilingual English and Spanish Service Desk Analyst
Sonda
12.2017 - 08.2019
Networks and Connectivity IT Technician -
Instituto Profesional Los Leones
Cyber Foundations and Quality Assurance Testing -
RetrainCanada
CCNA Introduction to Networks -
Technical Support fundamentals (Google)
CCNA Routing and Switching Scaling Networks -
CCNA Routing & Switching Network Connection
CCNA security -
Introduction To Cybersecurity
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