Alejandra Salas

Alejandra Salas

About

Detail

Tier 1 Service Desk Technician @ TeamLogic IT || Bsc Computer Science Student @ University Of London
Peru
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Timeline

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Résumé

Jobs verified_user 0% verified
  • Self-employed
    Automation Engineer (Independent Projects)
    Self-employed
    Mar 2024 - Current (2 years 8 months)
    • Building Python-based automation tools to reduce repetitive operational workflows
    • Developing REST API integrations and SQLite-backed data processing pipelines
    • Designing rule-based decision engines for workflow prioritization
    • Designing and deploying workflow automations using Python and n8n across multi-channel systems
  • TeamLogic IT
    Technical Service Coordinator
    TeamLogic IT
    Sep 2025 - Feb 2026 (6 months)
    • Coordinated day-to-day service operations across multiple client environments, managing prioritization, workflow alignment, and SLA visibility
    • Acted as operational control point between clients and technicians, defining execution paths and ensuring technical tasks followed structured logic
    • Built GPT-powered automation bots in Hatz AI to assist with structured ticket notes and subject-line generation
    • Identified recurring operational bottlenecks and proposed workflow logic improvements, contributing to internal automation initiatives
    • Improved service intake forms by eliminating recurring clarification gaps and optimizing information flow
  • TeamLogic IT
    NOC Analyst / Monitoring & Incident Response
    TeamLogic IT
    Aug 2024 - Feb 2026 (1 year 7 months)
    • Managed end-to-end monitoring operations across multi-client environments, prioritizing and resolving infrastructure and security alerts
    • Investigated backup failures, server outages, firewall issues, and authentication anomalies through log analysis and root cause validation
    • Performed corrective actions such as backup retries, configuration adjustments, and safe-zone updates to prevent recurring alerts
    • Analyzed audit and sign-in logs to validate security events and document remediation outcomes
    • Identified recurring alert patterns and contributed to structured documentation to reduce repeat incidents
  • TeamLogic IT
    Tier 1 Service Desk Technician
    TeamLogic IT
    Aug 2024 - Aug 2025 (1 year 1 month)
    • Resolved 80% of inbound technical incidents across Windows, server, and cloud environments while maintaining high CSAT
    • Recognized as top technician based on positive feedback and resolution quality
    • Built and maintained 10+ internal knowledge articles to standardize troubleshooting for undocumented issues
    • Designed and implemented ticket workflow automations using Hatz AI, mentoring peers in intelligent workflow adoption
  • Atos
    1st Line Support Engineer
    Atos
    Oct 2023 - Aug 2024 (11 months)
    • Diagnosed and resolved 300+ monthly technical incidents across POS systems, virtual machines, VPN, and Active Directory environments
    • Improved first-call resolution by 32% through structured troubleshooting and issue pattern analysis
    • Reduced downtime by 10% by streamlining escalation paths and improving resolution efficiency
    • Deployed and configured enterprise systems, applications, and network access for global users
  • GoDaddy
    Sales & Tech Support Supervisor
    GoDaddy
    Apr 2023 - Jul 2023 (4 months)
    • Led remote technical support team, improving operational KPIs by 44% through structured performance coaching
    • Leveraged metrics and QA analysis to identify workflow inefficiencies and optimize support processes
    • Delivered structured performance insights to operations leadership to support data-driven decisions
  • GoDaddy
    Sales and Tech Quality Coach
    GoDaddy
    Jan 2022 - Mar 2023 (1 year 3 months)
    • Designed performance feedback frameworks that improved technical resolution metrics by 26% within one quarter
    • Recognized as “Best Coach” at GoDaddy Rockstar Awards 2023 for measurable team impact
  • GoDaddy
    Sales & Support Agent
    GoDaddy
    Oct 2021 - Dec 2021 (3 months)
    • Resolved technical issues related to domains, hosting, and email infrastructure
    • Maintained high customer satisfaction while supporting account and service optimization
  • AT&T
    Customer Loyalty And Support Representative
    AT&T
    Apr 2021 - Aug 2021 (5 months)
    • Managed billing/product/account issues with a 90%+ satisfaction rating
    • Diagnosed and resolved device and service problems efficiently
Education verified_user 0% verified
  • University of London
    University of London — BSc Computer Science, Computer Science
    University of London
    Jan 2024 - Current (2 years 10 months)
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