Senior IT Support Specialist with 8+ years of experience supporting enterprise users in structured service desk and IT Service Management (ITSM) environments. Throughout my career, I have worked in SLA-driven operations managing incidents, service requests, and escalations while collaborating closely with technical and business teams.
In a previous role, I acted as Incident Manager for high-priority (P1) incidents, taking ownership of incident tickets, coordinating resolver teams across multiple functions, tracking progress, and ensuring formal incident closure once service was restored. This experience strengthened my skills in coordination, communication, prioritization, documentation, and stakeholder management—competencies that are directly applicable to IT Project Coordinator and IT Business Analyst roles. In my current role, I continue to support service desk operations, maintain service stability, and work cross-functionally with infrastructure, security, and application teams while supporting users in both English and Spanish.
Core experience and transferable strengths:
• IT Service Management (ITSM) practices aligned with ITIL® concepts
• Incident coordination and Major Incident (P1) experience
• Cross-team and stakeholder coordination
• Process adherence, documentation, and operational reporting
• Service desk operations and SLA-driven environments
• Requirements clarification through user and team collaboration
• End-user, VIP, and remote technical support
• Multilingual communication (English / Spanish)
Career direction:
I am intentionally transitioning toward IT Project Coordinator or IT Business Analyst roles, where I can apply my strong operational IT background to support project delivery, requirements gathering, process improvement, and effective business-to-IT alignment.
I am known for reliability, structured problem handling, clear communication, and staying calm in high-impact situations—qualities that support successful project coordination and business analysis in fast-paced IT environments.
