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As a highly skilled IT professional with over 15 years of hands-on experience in technical support, systems management, and customer-focused service delivery, I am excited to present myself as a versatile and committed candidate for remote roles in the IT field. My recent roles have honed my skills in incident management, remote support, and stakeholder communication, continuously driving me towards solutions and innovation.…As a highly skilled IT professional with over 15 years of hands-on experience in technical support, systems management, and customer-focused service delivery, I am excited to present myself as a versatile and committed candidate for remote roles in the IT field. My recent roles have honed my skills in incident management, remote support, and stakeholder communication, continuously driving me towards solutions and innovation.

Douglas Paredes

Programmer, Back-End Developer, App Developer, +1

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As a highly skilled IT professional with over 15 years of hands-on experience in technical support, systems management, and customer-focused service delivery, I am excited to present myself as a versatile and committed candidate for remote roles in the IT field. My recent roles have honed my skills in incident management, remote support, and stakeholder communication, continuously driving me towards solutions and innovation.…As a highly skilled IT professional with over 15 years of hands-on experience in technical support, systems management, and customer-focused service delivery, I am excited to present myself as a versatile and committed candidate for remote roles in the IT field. My recent roles have honed my skills in incident management, remote support, and stakeholder communication, continuously driving me towards solutions and innovation.

Available to hire

As a highly skilled IT professional with over 15 years of hands-on experience in technical support, systems management, and customer-focused service delivery, I am excited to present myself as a versatile and committed candidate for remote roles in the IT field. My recent roles have honed my skills in incident management, remote support, and stakeholder communication, continuously driving me towards solutions and innovation.

Skills

Jira

Citrix

Experience Level

Jira

Expert

Citrix

Expert

Language

English

Fluent

Spanish; Castilian

Fluent

Work Experience

L2 Engineer Back Office Processing at Global Blue

February 1, 2024 - June 1, 2024

Facilitating clear communication among all stakeholders, leading problem management initiatives to eliminate incident root causes permanently, collaborating with external vendors, as well as internal 1st, 2nd, and 3rd level support departments, utilizing Jira for project management proficiency in Citrix and RDP operations.

Customer Service Technical Advisor at British Telecom

April 1, 2022 - February 1, 2024

Facilitated the acknowledgment and allocation of new incidents, oversaw triage and closure procedures, conducted network troubleshooting activities, utilized Remedy as the primary ticketing system, and maintained communication with vendors.

L2 Service Desk Engineer at Unisys Corp

January 1, 2019 - January 1, 2022

Collaborated with the Shift Leader in escalating Major Incidents and ensuring their resolution, supported in installing, configuring, patching, and maintaining desktop computers, facilitated communication with resolver groups, and conducted in-depth troubleshooting activities using ServiceNow.

L1 Service Desk Analyst at TCS

January 1, 2018 - January 1, 2019

Responsible for delivering crucial assistance to PC users in Europe, addressing both software and hardware concerns.