Elvia Caceres
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Helpdesk/ IT support
Panama City, Panamá Province, Panama
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Jobs
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- ONOC SpecialistOFGMar 2024 - Mar 2025 (1 year 1 month)• ◦ Provided Level 1 technical support and managed service requests. • ◦ Used Jira and ServiceNow to monitor platforms and track customer issues. • ◦ Ensured customer satisfaction through timely resolution and proactive follow-ups.
IT AnalystTigo PanamáMar 2020 - Mar 2024 (4 years 1 month)• ◦ Delivered technical support and issue resolution using Remedy. • ◦ Maintained high levels of service for internal users through continuous communication. • ◦ Collaborated with technical teams to meet service level agreements (SLAs).- NOC EngineerTigo PanamáMar 2015 - Mar 2020 (5 years 1 month)• ◦ Monitored network availability and ensured incident resolution. • ◦ Handled service tickets and maintained clear communication with internal clients.
- Technical Support SpecialistDell TechnologiesAug 2010 - Mar 2015 (4 years 8 months)• ◦ Delivered customer support via chat, phone, and email for hardware/software issues. • ◦ Assisted internal and external customers, ensuring high satisfaction and resolution.
Education
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- Linux bash and scripting fundamentalsCourseraJun 2025
- SQL query introductionCourseraJun 2025 - Current (2 months)
- AKali Linux 101Academia de cyberseguridadJan 2025 - Mar 2025 (3 months)
- CSOC Analyst Level 1Comunidad DOJO, WOSECAug 2024 - Oct 2024 (3 months)
- UDigital Forensics & CybersecurityUniversidad de Católica de SaltaOct 2023 - Feb 2024 (5 months)
- SQL & MySQL CourseUdemyOct 2023 - Jan 2024 (4 months)
- Bachelor's in InformationUniversidad del IstmoApr 2022 - Current (3 years 4 months)