Alicia Hernandez
Barrie,ON
Summary
Accomplished Senior IT Support professional at Touch Bistro, recognized for exceeding expectations by resolving the highest number of cases. Expert in troubleshooting SaaS products, with strong problem-solving and communication skills. Proven ability to enhance user satisfaction and network efficiency, demonstrating accountability and teamwork in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Senior IT Support
Touch Bistro
04.2022 - 10.2025
- Worked closely with our developers to make SaaS products easier to use and troubleshot.
- Always prioritized our costumer satisfaction
- Resolved complex T2 escalations in English and Spanish, supporting POS, payments, Cloud based products and Network.
- Part of my responsibilities included onboarding customers in both English and Spanish to ensure they clearly understood and could effectively use our product.
- Assisted on testing and validating new features and updated to our software
- Always delivered timely and accurate troubleshooting through issue replication and cross team collaboration when deeper investigation was required
- Excellent communication skills, both verbal and written.
- Recognized for my outstanding work, always exceeding the company expectations, resolving the highest number of cases on my department.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated strong organizational and time management skills while managing multiple cases.
IT Technician
Switch Health Canada
01.2021 - 04.2022
- Diagnosed and resolved hardware and software issues to ensure operational efficiency.
- Configured and maintained network systems, enhancing connectivity across multiple departments.
- Provided technical support in English and Spanish to end-users, improving user satisfaction and reducing downtime.
- Provided remote technical support, resolving issues accurately.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Improved network efficiency by optimizing configurations and implementing necessary updates.
- Created user accounts and assigned permissions.
Education
No Degree - Law
Universidad Autonoma Del Estado De Mexico
Mexico, City 09-2014
Skills
- Self-Starter Mindset /Multitask
- Accountability
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Critical thinking
- Computer skills
- Friendly, positive attitude
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Senior IT Support
Touch Bistro
04.2022 - 10.2025
IT Technician
Switch Health Canada
01.2021 - 04.2022
No Degree - Law
Universidad Autonoma Del Estado De Mexico