Alberto R.

IT Support professional with 6+ years of experience in Tier 1 and Tier 2 service desk operations, technical troubleshooting, escalation management, and SLA-driven environments. Experienced in resolving complex hardware, software, network, and access-related issues across Windows OS, Microsoft 365, VPN, VoIP, and enterprise IT environments. Strong background in incident ownership, ticket lifecycle management, and cross-functional escalation using ITSM platforms such as ServiceNow and Zendesk. Skilled in troubleshooting DNS, VLANs, IP connectivity, switches, and VoIP systems, with a proven ability to identify root causes and drive issues toward timely resolution. In addition to hands-on technical support, I bring experience mentoring and onboarding support agents, contributing to knowledge bases, improving troubleshooting processes, and partnering with QA and leadership teams to improve service quality and SLA performance. Known for combining strong technical troubleshooting with clear communication and customer-focused support, I am well positioned for IT Support Specialist, Tier 2, Service Desk Lead, and Technical Support leadership opportunities.