Melanny Maria Miranda Miranda
Ingieneria En Sistemas Computacionales
La Garita
Summary
Resourceful IT Administrator with over 6 years of experience in technical support and network management. Proficient in network troubleshooting, routing protocols, and SD-WAN management, with a proven ability to enhance security and optimize performance. Achievements include successful oversight of SD-WAN equipment and configuration of complex network systems. Committed to delivering exceptional technical support and ensuring system reliability, ready to support innovative IT solutions.
Overview
17
17
years of professional experience
4
4
Certifications
Work History
IT Administrator
BAC Credomatic
04.2025 - 10.2025
- Directed SD-WAN equipment installation and management to optimize network performance and reliability.
- Fortified security measures by systematically reviewing and refining firewall rules.
- Granted IP permissions to ensure secure user connectivity.
- Maintained comprehensive data center software configurations for enhanced stability.
- Developed multi-site IT execution strategies, aligning work orders at 6 locations to effectively align available resources with historical service data.
Technical Support
Citibank
06.2021 - 10.2024
- Oversaw network downlinks and coordinated with service providers to maintain high uptime levels.
- Configured routing protocols and MPLS to streamline global network operations.
- Managed Cisco and Arista hardware configurations to achieve optimal performance standards.
- Facilitated RMA processes to promptly replace faulty network devices, 5 replace at the same time.
- Provided technical support to 35 clients in average 12
Tech Support & Revenue Integrity Specialist
Arrivia
05.2019 - 06.2021
- Delivered technical support for internal systems and network operations, ensuring minimal disruption.
- Executed comprehensive audits to verify the accuracy of customer accounts and financial data.
- Utilized accounting software to prepare tax returns and consolidated reports accurately.
- Collaborated with management to reinforce regulatory compliance and mitigate risk.
- Authenticated certificates and managed client/password RADIUS 802.1x authentication protocols.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Optimized system performance thorough testing and analysis.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
Tech Support & Customer Support Representative
Teletech Mexico
10.2017 - 05.2019
- Provided exceptional technical support for cable, telephony, VoIP, and Internet services.
- Diagnosed and resolved hardware, software, and network issues in a timely manner.
- Tested and configured new software and hardware prior to deployment.
- Refined repair processes to increase consistency and efficiency in support operations.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Collections Executive
Citibank Costa Rica
04.2009 - 04.2015
- Implemented collection strategies to recover overdue accounts effectively.
- Conducted in-depth credit evaluations and established payment arrangements with clients.
- Engaged with customers to negotiate payment plans and resolve outstanding debts.
- Utilized automated tracking systems to identify and manage difficult accounts.
Education
Bachelor's Degree - Computer Systems Engineering
UTEL
Cuidad de Mexico, Mexico09-2022
Skills
Network Troubleshooting, Routing Protocols (OSPF, EIGRP, BGP, IS-IS), SD-WAN Management, Firewall Configuration and Security, ITIL and Incident Management, Technical Support and Customer Service
IT asset management
Help desk management
Hardware troubleshooting
Certification
ITIL Fundamentals | People Cert 01/2025
Timeline
IT Administrator
BAC Credomatic
04.2025 - 10.2025
Technical Support
Citibank
06.2021 - 10.2024
Tech Support & Revenue Integrity Specialist
Arrivia
05.2019 - 06.2021
Tech Support & Customer Support Representative
Teletech Mexico
10.2017 - 05.2019
Collections Executive
Citibank Costa Rica
04.2009 - 04.2015
Bachelor's Degree - Computer Systems Engineering
UTEL