- Provide technical support for incoming queries related to client's facing service issues.- Assists L1 support representatives with next-level service requests.- Perform troubleshooting procedures to mitigate common issues related to client's accounts.- Execute discover analysis to contribute to the implementation of technological improvements for client's systems and business operations.

- Provided technical support for incoming queries related to computer systems, software, and hardware needed to sustain business operability.- Installed, modified, and maintained computer hardware and software necessary for users to successfully develop their daily duties.- Performed troubleshooting procedures to mitigate common issues related to computer systems and networks.- Provided quick response to critical problems related to the IT operations of the business.- Effectively conveyed technical solutions to non-technical users through a basic step by step problem-solving process.- Contributed to the implementation of technological improvements to increase the performance and quality of user tasks.

- Worked with digital cable distribution system and Internet in a FTTH/GPON architecture using ZTE OLT and EDFAs.- Managed Ubuntu and Windows based servers for AD DNS and CAS.- Configured network systems with Cisco switches and routers.- Configured VoIP phones and PBX with Issabel.- Assisted operators with their Windows workstations.