Saray Rodríguez Moya
Quebradas
Summary
Proactive person, I like to learn constantly and help others. My experience, attention to detail, good listening, and the used of different tools allow me to provide quick, efficient solution to problems. Always willing to go the extra mile to provide excellent performance.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Analyst
System Crew
01.2024 - Current
- Provide support to different companies, call, email, chats, answer questions about tickets,reset passwords, AAD, Active Directory, modification of users information, Microsoft Security, phishing emails, release emails. Company Portal. Windows updates, Windows issues.
- Microsoft Entra, Adm. Exchange, Adm. Microsoft Teams, ADM, SharePoint, Office365, Microsoft Azure, Microsoft Authenticator.
- Creation of users by doing deploy on AD, Termination of users, Citrix, PVS for Citrix, VDI, Software issues, log in issues, Jabber, Power shell, Drivers, mailbox delegations, Outlook issues, devices complaint.
- Review and alert about servers down, Meraki, VASCO Token, Microsoft Authenticator.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Collaborate with different teams in order to resolved the issues. Proper escalation.
IT Administrator
Tek Experts
02.2023 - 01.2024
- Providing permissions, account activation, creations accounts, terminations, authentication processes, software issues, hardware issues, failed login, SSO Login, ACRA, virtual machine problems, compliance devices, laptop slowness problems, and software configuration settings
- Active Directory, PowerShell, Office 365, Exchange, Intune, Microsoft Entra, Microsoft Azure, servers, cable management, DFM accounts creation, Microsoft Teams Administrator, Power Shell, Windows, Authentication issues, password management, administrate users and computers
- Drivers, One drive issue, Outlook.
- Implemented upgrades to system hardware and software.
Technical Support Engineer Stage 2
Tek Experts
08.2022 - 01.2023
- In the solution apply the acquired knowledge, either with the help of escalations, the team and help other team members
- Resolved problems, offer recommendations, and provide details of failures
- Networking issues, check logs, firewall issues
- Application Gateway, Bastion, Load Balancer configurations and issues
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Excellent documentation, attaching the processes followed, and answering customer’s questions.
- Provided remote assistance to clients, ensuring timely resolution of software.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Helpdesk Advisor
Kyndryl
03.2022 - 07.2022
- Maintenance of computer equipment, assistance to the user with problems in their Windows Operating System
- Prompt resolution of issues in the configuration of programs, updating of systems, drivers, and computers
- Physical issues on devices, Authentication issues
- Provide required information to users
- Work under metrics fulfilled in the established times.
Technical Support Agent
IBM
04.2020 - 03.2022
- Troubleshoot system and network problems, solving software issues configurations, installations
- Provide support, including documentation of the steps taken
- Following standard procedures for proper escalation of unresolved issues to the correct teams in the company.
Skills
- Intermediate High English
- Basic Mandarin
- Customer Service
- Excellent documentation
- Technical Skills
- Problem solving Interpersonal
- Active listening
- Office 365
- Microsoft 365 Admin Center
- Identity
- Microsoft Entra
- Microsoft Azure
- Microsoft Exchange
- Intune
- Servers
- Meraki
- Barracuda
- Active Directory
- Azure Active Directory
Studies
- Instituto Nacional de Aprendizaje (INA), Computer Equipment Operator, 2013
- Liceo de Aserri, Bachelor's degree, 2017
- Instituto Nacional de Aprendizaje (INA), English Intermediate High Level, 2019
- IT Essentials
- Introduction to Cybersecurity
- Project Management Fundamentals
- NDG Linux
- Networking Basics
- Networking Devices and Initial Configuration
- Cisco Certified Support Technician Cybersecurity (CCST Cybersecurity)
References
- Priscilla Sáenz Castro, 6044 0293
- Jafet Méndez, 83722700
- Andrew Johel Piedra Saborio, 88302532
Certification
Credly profile: https://www.credly.com/users/lishang-luo
-IT Essentials
-Introduction to Cybersecurity
https://skills.yourlearning.ibm.com/credential/CREDLY-b8810a57-2c5a-4bbc-81f1-9bfc649ad13d
-Project Management Fundamentals
https://skills.yourlearning.ibm.com/credential/CREDLY-4196f1eb-4ce2-4032-a0cb-3f728fb9da0d
-NDG Linux
-Networking Basics
https://www.credly.com/badges/fbc3b3c6-4cdb-4c04-b087-387e7bbf08ca/public_url
-Networking Devices and Initial Configuration
https://www.credly.com/badges/a8095b09-2363-495f-87b9-7bffe16d4f58/public_url
-Cisco Certified Support Technician Cybersecurity (CCST Cybersecurity)
https://www.credly.com/badges/26283bc1-dc04-4a47-90e7-5f892473aba3/public_url
Timeline
IT Analyst
System Crew
01.2024 - Current
IT Administrator
Tek Experts
02.2023 - 01.2024
Technical Support Engineer Stage 2
Tek Experts
08.2022 - 01.2023
Helpdesk Advisor
Kyndryl
03.2022 - 07.2022
Technical Support Agent
IBM
04.2020 - 03.2022
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