Simera Professional Key (SPK)

Paulo V

Costa Rica

Technical Support Specialist II

10+ yrs exp

Experienced IT Support Engineer with 10+ years of expertise providing Tier 1 and Tier 2 technical support in enterprise environments. Strong background in endpoint management, Windows and macOS support, Microsoft 365 administration, networking, and IT infrastructure support. Skilled in troubleshooting complex technical issues, device deployment, IT operations, and customer service.

Skills

  • Azure
  • Cloud Computing
  • Customer Service
  • Cyber Security
  • ITIL
  • Linux
  • Networking
  • Operating Systems
  • TCP/IP
  • Technical Support
  • Troubleshooting
  • Windows
  • Active Directory
  • Exchange Admin Center
  • Executive Director
  • One Drive
  • Outlook
  • SCCM
  • Service Now
  • ServiceNow
  • Tech Support
  • Windowns
  • Windows 10
  • cybersecurity
  • IT Support
  • microsoft
  • Customer Service Rep
  • Supportive
  • technical sales support
  • Network
  • Customer Service Chat
  • Micrososft 365
  • Customer services
  • Microsoft 365
  • Cybersecurity Audit
  • customer service,
  • Customer Service Agent
  • Manage Engine
  • cybersecurty
  • Microsoft365
  • Network Troubleshooting
  • Windows 11
  • Azure AD
  • hr support
  • Cybersecurity
  • IT troubleshooting
  • Customer serve
  • IT technical support
  • NPI Support
  • DocuSign
  • office365
  • Cyberark
  • IT Technical Support
  • Cybersecurity (2FA)
  • Microsoft Ads
  • L1 support
  • Active Directory Basics
  • Azure AI
  • coustomer service
  • Routing & Switching
  • L2 Support
  • Windows Operating Systems
  • Microsoft 360
  • Microsoft Admin 365
  • OneDrive
  • Customer service
  • Coil
  • MS Outlook
  • LAN networking
  • Technical Support.
  • Zoom
  • API Troubleshooting

Paulo V

Costa Rica

Technical Support Specialist II

10+ yrs exp

Experienced IT Support Engineer with 10+ years of expertise providing Tier 1 and Tier 2 technical support in enterprise environments. Strong background in endpoint management, Windows and macOS support, Microsoft 365 administration, networking, and IT infrastructure support. Skilled in troubleshooting complex technical issues, device deployment, IT operations, and customer service.

Skills

  • Azure
  • Cloud Computing
  • Customer Service
  • Cyber Security
  • ITIL
  • Linux
  • Networking
  • Operating Systems
  • TCP/IP
  • Technical Support
  • Troubleshooting
  • Windows
  • Active Directory
  • Exchange Admin Center
  • Executive Director
  • One Drive
  • Outlook
  • SCCM
  • Service Now
  • ServiceNow
  • Tech Support
  • Windowns
  • Windows 10
  • cybersecurity
  • IT Support
  • microsoft
  • Customer Service Rep
  • Supportive
  • technical sales support
  • Network
  • Customer Service Chat
  • Micrososft 365
  • Customer services
  • Microsoft 365
  • Cybersecurity Audit
  • customer service,
  • Customer Service Agent
  • Manage Engine
  • cybersecurty
  • Microsoft365
  • Network Troubleshooting
  • Windows 11
  • Azure AD
  • hr support
  • Cybersecurity
  • IT troubleshooting
  • Customer serve
  • IT technical support
  • NPI Support
  • DocuSign
  • office365
  • Cyberark
  • IT Technical Support
  • Cybersecurity (2FA)
  • Microsoft Ads
  • L1 support
  • Active Directory Basics
  • Azure AI
  • coustomer service
  • Routing & Switching
  • L2 Support
  • Windows Operating Systems
  • Microsoft 360
  • Microsoft Admin 365
  • OneDrive
  • Customer service
  • Coil
  • MS Outlook
  • LAN networking
  • Technical Support.
  • Zoom
  • API Troubleshooting

Technical Support Specialist II

Precision Medicine Group
April 2024 - April 2026

IT Tier 2 support for company employees. Laptop support for Mac and Windows including JAMF and Intune. Supported corporate applications and performed basic troubleshooting of Zscaler and AppLocker. Adobe Admin Console license and DocuSign Admin Permission requests. Reimage and set up new computers for New Hires using Autopilot.

Field Tech Engineer

HCL
December 2023 - April 2024

Field Tech Engineer Tier 2 for Experian employees. Laptop equipment support, maintenance, and PC Refresh. Reimage using SCCM task sequence. Asset inventory management. In use of modern technologies like Okta and CyberArk. Application support.

IT Services Engineer

Syniverse
June 2021 - April 2023

IT Services Engineer Tier 2 for company employees. Laptop, Mobile Device and other peripheral equipment support, maintenance, and refresh. In charge also of IT purchases. IT Infrastructure upgrade and maintenance. Knowledge of Azure Active Directory, Intune, Autopilot, Office 365 and Exchange Admin Center. Troubleshoot network connectivity. Application support. Moving workstation IT equipment as needed.

IT Support Services Specialist

Amazon
August 2020 - June 2021

IT Support Helpdesk. Provided IT support to Amazon employees for Mac and Windows related to e-mail, password and Bitlocker issues, JAMF problems and compliance issues.

Seller Support Associate

Amazon
December 2018 - July 2020

Started as Seller Support Associate and then moved as Premium Seller Support Associate trained in Catalog and Fulfilled by Amazon.

Avaya Tier 2 Engineer

HPE / DXC
July 2015 - December 2017

Worked in HPE/DXC, in the Avaya account, APCS Tier 2 engineer. Main functions were taking incidents, analyze and diagnose/repair alarms related to Avaya Unified Communications products using ITIL standards, giving excellent customer service, and knowledge of HP ProLiant and Dell servers, Linux and Siebel tool.

Cisco TAC Tech Lead

Sykes
October 2008 - July 2015

Worked in Sykes, in the Cisco Systems account. In charge of 10 people. Main functions were helping or resolving cases to the agents, checking all their cases to ensure procedures are followed, taking escalations, giving training to new hires, and maintaining team Lab.

Cisco TAC Agent

Sykes
August 2005 - October 2008

Main functions were taking cases related to Router's architecture, giving excellent customer service, and resolving problems. Achievements: Sykes Top Performer Q1, Q2, Q3 2006 and Q1 2007. Best Top Performer of 2006.

Smart Scores

Communication
58
Role Fit
95
Adaptability
52
Problem-solving
60

Smart Skills

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