Orneidys Ayala
Santiago
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Astute IT Support with proven ability to analyze, diagnose, and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
4
4
years of professional experience
Work History
Service Desk Support I
MILESTONE TECNOLOGIES By UBER
09.2022 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Generated reports to track performance and analyze trends.
- Researched and identified solutions to technical problems.
Technical Support Engineer
“Associated Universities Inc.” (“AUI”)
06.2020 - 09.2022
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
Service Desk Support I
MILESTONE TECNOLOGIES By UBER
06.2019 - 05.2020
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods.
Education
No Degree -
INACAP
Santiago03.2005
Skills
- Tracking and Documentation
- C# Certification
- Customer Service Training
- Friendly and Patient
- Local Attraction Knowledge
- Red Hat Elemental Training
- AWS Elemental Training
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Portuguese
Advanced (C1)
Timeline
Service Desk Support I
MILESTONE TECNOLOGIES By UBER
09.2022 - Current
Technical Support Engineer
“Associated Universities Inc.” (“AUI”)
06.2020 - 09.2022
Service Desk Support I
MILESTONE TECNOLOGIES By UBER
06.2019 - 05.2020
No Degree -
INACAP
Similar Profiles
Olvin OsorioOlvin Osorio
Driver at Uber TecnologiesDriver at Uber Tecnologies
Joslaire LucienJoslaire Lucien
Uber/Lyft Driver at Uber Tecnologies Inc.Uber/Lyft Driver at Uber Tecnologies Inc.
MARGARET YeanMARGARET Yean
IT Service Desk Engineer at Milestone Technologies - UberIT Service Desk Engineer at Milestone Technologies - Uber