Elizabeth Faria Cortez
Madrid
Summary
Agile Technical Support Engineer adapts to providing service via phone, email, remote desktop systems and more. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput.
Overview
6
6
years of professional experience
Work History
Technical Support Engineer
Estee Lauder
Madrid
02.2023 - Current
- Planned, executed and oversaw technology projects to ensure timely delivery within budget constraints.
- Developed and applied AI strategies for marketing, finance, and sales functions.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Adapted communication style to effectively convey technical information to non-technical audiences.
Help Desk Support Specialist
ONEY servicios financieros
Madrid
10.2020 - 11.2022
- Provided technical assistance to customers via telephone and email.
- Troubleshot customer issues related to hardware, software, and networks.
- Analyzed data from help desk tickets to identify potential areas for improvement.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
Help Desk Technician
Carrefour, financial services
Madrid
02.2019 - 03.2020
- Used remote login tools to assist clients with technical and product questions.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
Education
Technical Service And Computer Support Course -
Udemy
06.2022
Degree in Social Communication - audiovisual
Universidad Bicentenaria De Aragua
Maracay, Venezuela07.2016
Basic Maintenance Technician -
Universidad Bicentenaria De Aragua
02.2016
Skills
- Customer Support
- Office 360
- Salesforce
- Windows 10; 11
- TeamViewer
- Hardware upgrades
- Technical Troubleshooting
- Teamwork and Collaboration
- Remote Support
- JIRA Systems
- Customer Success Management
- Application installations
Personal Information
- Hobbies: Freelance video editing and illustration in adobe premiere, illustrator and after effects programs.
Languages
Spanish
First Language
English
Upper Intermediate (B2)
B2
Timeline
Technical Support Engineer
Estee Lauder
02.2023 - Current
Help Desk Support Specialist
ONEY servicios financieros
10.2020 - 11.2022
Help Desk Technician
Carrefour, financial services
02.2019 - 03.2020
Technical Service And Computer Support Course -
Udemy
Degree in Social Communication - audiovisual
Universidad Bicentenaria De Aragua
Basic Maintenance Technician -
Universidad Bicentenaria De Aragua
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