Experience:
IT Technician
Oct 2020 - Oct 2022 · 2 yrs 1 mo
Mar del Plata, Buenos Aires Province, Argentina · On-site
As an IT Technician, providing assistance to public organisms, private companies, accounting and legal firms, I was dedicated to:
● Provide on-site and remote technical support.
● Install operating systems, including their respective email configurations and software packages.
● Administer networks and systems.
● Perform and manage OS, VM, and email backups.
● Upgrade laptop and desktop computers (Hardware/Software).
● Configure and administer HIKVISION access controls, IP/analog cameras, and DVR/NVR.
● Install and repair printers.
● Administer M365 Exchange and ESET ESMC.
● Conduct technical diagnostics, create reports, and manage budgeting.
● Program accounting systems using VBA and/or Python.
● Administer email hosting (POP3, IMAP).
Technical Support Specialist - T1
Hornetsecurity · Full-time
Oct 2022 - Present · 2 yrs 7 mos
Tandil, Buenos Aires Province, Argentina · Hybrid
As a Technical Support Specialist, I am dedicated to:
● Diagnose and resolve corporate clients’ technical issues via telephone, email, and online chat, covering areas such as system configurations, product functionality, and bugs/enhancements.
● Build personal customer relationships, focusing on delivering an exceptional customer experience.
● Escalate issues to the development team and coordinate the resolution process until issues are solved.
● Convey customer feedback to product development staff.
● Keep customers informed on the resolution process and timelines.
● Collaborate with other teams to provide comprehensive and high-quality support.
● Assist in user education.
● Work in a 24/7 shift system, ensuring planning reliability.
Education:
I obtained my Technical Degree in IT in 2019, which I have continuously reinforced and expanded through hands-on work experience, applying and deepening my knowledge in real-world environments.
Skills:
Extensive knowledge in networking (LAN, WAN, TCP/IP, DNS, VPN, Firewalls, Mikrotik, Ubiquiti, TP-Link), email security (SPF, DKIM, DMARC, RBLs, spam filtering), and systems administration (Windows Server, Linux, Proxmox, TrueNAS, UniFi).
Skilled in technical support, diagnostics, troubleshooting, and efficient escalation handling.
Hands-on experience with scripting (Python, Bash, VBA), hardware (printers, structured cabling, camera/NVR systems), and a wide range of software tools (Jira, OTRS, Zendesk, M365, OpenVPN, cPanel).
Team-oriented, detail-focused, and proactive, with strong communication and documentation skills. GDPR-aware and used to working in SLA-driven environments.
Additionally:
My current Zendesk statistics as a Technical Support Specialist (from 08/22 until now):
Total tickets: 7946
Assigned tickets: 6161
Satisfaction score: 96.6%
Languages
Spanish (native), English (fluent), German (A2 level).
Since my dream is to work in Russia, I’m highly motivated to learn Russian and immerse myself in its culture.
