Karina Santibanez
Information Technology Student
St. Catharines,ON
Summary
Highly motivated Student of Computer System Technology with a strong background in IT. Adept at diagnosing and resolving technical issues, with hands-on experience in hardware and software troubleshooting. Quick learner with a passion for emerging technologies, ready to contribute to a collaborative IT enterprise.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Customer Service Support Ambassador
Sherweb
05.2022 - 09.2023
- Assisted and provided technical support by phone, email and chat for business and enterprise clients
- Analyzed and resolved technical issues related to Microsoft products and services, notably Office 365 & Azure
- Lead customers through service configurations,including setting up their account, troubleshooting or providing support with administrating their membership.
- Proactively and comprehensively document customer issues in ticketing systems and submit end of the day reporting for seamless follow-up.
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
Operations Team Leader
American Express
04.2019 - 09.2021
- Liaison between vendor and company for all contact center inquiries and key performance metrics
- Managed and led all contact center strategies to achieve company goals and highest customer satisfaction
- Managed all aspects of hiring, training, and quality assurance including all restricted and nonrestricted user access to Amex infrastructure
- Managed and implemented yearly scorecards and incentive plans for vendor employees in alignment with the company goals
Senior IT Analyst
Telvista
06.2012 - 08.2016
- Provided overall support in site with over 700 workstations including software, hardware, IP configuration to ensure proper working of call center
- Followed up on any open escalation with utmost urgency to avoid any impact on operations
- Managed team which implemented new site with 500 workstations some of the tasks included were Technology Architecture, System Management, Network Management, Help Desk/support, etc
- Worked closely with NOC (Network Operations Center) & the security team to maintain the highest standard compliance & data security
Education
Advance Diploma in Computer System Technology - Computer System Technology
Cambrian College
Greater Sudbury, ON 01.2021 - 01.2024
Skills
Microsoft 365undefined
Accomplishments
Recipient of President' Honor Roll and three-time Dean's Honor List.
Timeline
Customer Service Support Ambassador
Sherweb
05.2022 - 09.2023
Advance Diploma in Computer System Technology - Computer System Technology
Cambrian College
01.2021 - 01.2024
Operations Team Leader
American Express
04.2019 - 09.2021
Senior IT Analyst
Telvista
06.2012 - 08.2016
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