Ester Gutierrez
Systems Engineering
Summary
Professional IT specialist with significant experience in systems analysis, troubleshooting, and technology solutions. Adept at fostering team collaboration and ensuring project success through adaptable approaches. Strong skills in network management, cybersecurity, and data analysis. Reliable and results-driven, ready to make impactful contributions to any organization.
Overview
7
7
years of professional experience
3
3
Certifications
2
2
Languages
Work History
IT Analyst 1
Bosch
10.2023 - Current
- Manage and resolve technical incidents (INC) related to global operations.
- Collaborate with multidisciplinary teams across Mexico, Canada, and the United States.
- Utilize SAP for incident tracking and reporting, ensuring process compliance.
- Build dashboards and reports using Power BI to support decision-making.
- Participate in the design and deployment of automation solutions for process improvement.
- Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
Customer Service Specialist
Quantum Debt Solutions
02.2021 - 04.2023
- Achieved high satisfaction rating through proactive one-call resolutions.
- Collected payment and customer data for order processing.
- Provided primary customer support to internal and external customers.
- Maintained and managed customer files and databases.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Assistant Administrator
SSI- Suministros Y Servicios Integrales
04.2018 - 11.2019
- Maintained personnel records and internal databases.
- Used bookkeeping software and automation to reduce errors.
- Performed clerical tasks: scanning, filing, and document copying.
- Performed routine clerical tasks by scanning, filing, and copying documents.
- Documented all communication between relevant stakeholders such as vendors, departments, and customers.
- Evaluated correspondence, contracts and other business documentation for accuracy.
Education
Bachelor’s - Computer Systems Engineering
Universidad Latina De Costa Rica
San José04-2025
Technical Degree - Business Cybersecurity
Tecnologico De Costa Rica
San Jose08-2023
Skills
- Incident Management (INC Resolution)
- SAP, Power BI, Data Warehouses
- Process Automation Projects
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Teamwork and Communication
- Organizational and Analytical Skills
- IT troubleshooting
- Java
- Python
- Pandas library
Certification
CCNAv7
Timeline
IT Analyst 1
Bosch
10.2023 - Current
Linux Essentials
02-2022
CCNAv7
05-2021
Customer Service Specialist
Quantum Debt Solutions
02.2021 - 04.2023
Java
02-2021
Assistant Administrator
SSI- Suministros Y Servicios Integrales
04.2018 - 11.2019
Bachelor’s - Computer Systems Engineering
Universidad Latina De Costa Rica
Technical Degree - Business Cybersecurity
Tecnologico De Costa Rica
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