Eimy Alejandra Ávila Alfaro
Infrastructure Analyst
Heredia,
Overview
9
9
years of professional experience
15
15
years of post-secondary education
Work History
Customer Service Representative
UCB
Heredia
01.2016 - 07.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
OnProcess, HP
01.2017 - 01.2018
- Coordination with field engineers to schedule technical server inspections.
- Follow-up on missing or defective hardware components.
- Detailed case documentation and KPI compliance.
Technical Support Representative
IBM
01.2018 - 04.2021
- Direct support to internal bank users (Citi Account).
- Troubleshooting of banking applications and daily operations validation.
- Diagnosis of physical damage to computer equipment.
- Ticket registration and follow-up for incident resolution.
Infrastructure Analyst
Citi
05.2021 - Current
- Validation and support of physical and virtual servers (Windows and Linux).
- Diagnosis of physical components, RAID levels, monitoring agents, and remote connectivity.
- Administration of Active Directory and management tools.
- ITIL process management (Incidents, Changes).
- Job scheduling and monitoring using Autosys and Connect:Direct.
- Knowledge of LPAR and Batch Management.
Education
High School Diploma -
Liceo De Santa Bárbara, Heredia
Heredia, Costa Rica 02.2009 - 12.2014
English For Services -
Instituto Nacional De Aprendizaje
Alajuela, Costa Rica 01.2015 - 12.2016
CCNA V7 R&S: INTRODUCTION TO NETWORKS -
Universidad Nacional
Heredia, Costa Rica 01.2020 - 03.2020
CCNAV7: SWITCHING, ROUTING, AND WIRELESS ESSENTIAL -
Universidad Nacional
Heredia, Costa Rica 03.2020 - 05.2020
CCNA V7: ENTERPRISE NETWORKING, SECURITY AND AUTOM -
Universidad Nacional
Heredia, Costa Rica 05.2020 - 07.2020
Bachelor Software Engineering -
Univerisad Técnica Nacional
Alajuela, Costa Rica 02.2018 - Current
Skills
Web Development (HTML, CSS, Boostrap, PHP, Javascript & React)
Java Development
SQL Databases
Cisco CCNA v7 knowledge
Microsoft Office (Advanced Excel)
REST APIs
English
Timeline
Infrastructure Analyst
Citi
05.2021 - Current
CCNA V7: ENTERPRISE NETWORKING, SECURITY AND AUTOM -
Universidad Nacional
05.2020 - 07.2020
CCNAV7: SWITCHING, ROUTING, AND WIRELESS ESSENTIAL -
Universidad Nacional
03.2020 - 05.2020
CCNA V7 R&S: INTRODUCTION TO NETWORKS -
Universidad Nacional
01.2020 - 03.2020
Bachelor Software Engineering -
Univerisad Técnica Nacional
02.2018 - Current
Technical Support Representative
IBM
01.2018 - 04.2021
Customer Service Representative
OnProcess, HP
01.2017 - 01.2018
Customer Service Representative
UCB
01.2016 - 07.2016
English For Services -
Instituto Nacional De Aprendizaje
01.2015 - 12.2016
High School Diploma -
Liceo De Santa Bárbara, Heredia
02.2009 - 12.2014