Yarisbeth Lissette Chung Camargo
System Engineer
Summary
Analytical Technical Support representative experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
17
17
years of professional experience
12
12
years of post-secondary education
6
6
Certifications
Work History
Service Desk Analyst
Omegatech Advance Solutions
05.2018 - Current
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Incident management and documentation of post mortems.
Global service desk IT analyst
Brinks Regional Services
10.2016 - 10.2018
- Active Directory user management, creation and modification of accounts
- VPN troubleshoot for CISCO Any Connect
- Configured hardware and granted system permissions to new employees.
- First level support for Brinks Applications and Hardware Troubleshooting
- Working with other teams to provide a fast resolution to customers.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Enhanced customer satisfaction by promptly addressing and resolving service desk issues.
Software quality assurance analyst
Logic studio
07.2016 - 10.2016
- Enhanced software quality by meticulously reviewing code and identifying potential flaws.
- Communicated effectively with cross-functional teams, facilitating timely resolution of reported defects while maintaining a positive working relationship among team members.
- Kept scripts and test cases updated with current requirements.
- Recommended changes and corrections to developers for optimal software performance and usability.
- Performed root cause analysis on identified issues, providing actionable recommendations to prevent recurrence in future releases.
Enterprise technical support
Dell Panama
09.2010 - 02.2016
- Provide basic technical support to customers for Servers failure and switches
- Basic troubleshooting for software windows server, Linux and Vmware
- Assisted customers with technical issues via email, live chat and telephone
- Resolved customer complaints and concerns with strong verbal and negotiation skills
- Researched, resolved and followed up on customer issues
- Identified opportunities to upsell products and services.
- Managed high levels of call flow and responded to technical support needs.
- Managed life cycle replacement of hardware and software.
Customer service Agent
Data support Services
01.2008 - 01.2009
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Education
Information system bachelor's degree - Computer engineering
UNIVERSIDAD LATINA DE PANAMA
03.2008 - 12.2012
High School Diploma - Science, commerce and letter
Episcopal San José Institute
03.2000 - 12.2006
Skills
Operating Systems
Network and Information Security
ITIL Knowledge
Problem Solving
Certification
Comptia A+
References
- Cesar Gonzalez, Enterprise technical support advisor, 6253-9651
- Melida Wong, Network specialist, 6511-9340
- Cindy Gómez, Telecommunications Manager, 6617-0519
Timeline
ITIL 4 foundation
10-2023
Service Desk Analyst
Omegatech Advance Solutions
05.2018 - Current
Global service desk IT analyst
Brinks Regional Services
10.2016 - 10.2018
Software quality assurance analyst
Logic studio
07.2016 - 10.2016
70-411 Administering windows server 2012, 12/2015
12-2015
70-410 Installing and Configuring Windows Server 2012
06-2014
Comptia Server+
04-2013
Comptia Network+
02-2013
Comptia A+
07-2012
Enterprise technical support
Dell Panama
09.2010 - 02.2016
Information system bachelor's degree - Computer engineering
UNIVERSIDAD LATINA DE PANAMA
03.2008 - 12.2012
Customer service Agent
Data support Services
01.2008 - 01.2009
High School Diploma - Science, commerce and letter
Episcopal San José Institute
03.2000 - 12.2006