ALEJANDRO CARDENAS
Technical Support Specialist
Medellín,ANT
Summary
Focused Help Desk Analyst with over 2 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.
Currently learning scripting with Python and SQL to become an automation expert
Overview
2025
2025
years of professional experience
8
8
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
HELP DESK ANALYST
MHS (Steward Healthcare System)
Medellin, ANT
4 2023 - Current
- Provide support for different SaaS applications used in a hospital environment Being https://ehr.meditech.com the principal one
- Active directory/ Azure user management
- Windows server
- Multi factor authentication administration
- Root cause analysis, critical thinking, problem solving
- Document, track an escalate issues to other groups when appropriate using ServiceNow and footprints
- Initiate crisis management procedures when major outages were reported
- Microsoft office 365 licensing, Education and troubleshooting
- Network, printers, computers, servers, and peripherals setup and troubleshooting.
- Provide support sessions using remote desktop/MS teams
- Contribute to the knowledge base to help in the resolution of future incidents
Billing Specialist
Nearsol ( ADT Security )
Medellin, ANT
01.2022 - 04.2023
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Tracked customer interactions using Salesforce
Support Specialist
Webhelp ( Lyft )
03.2022 - 10.2022
- Provide support to users of a rideshare application on IOS and Android
- Educate users on how to perform different actions within the product
- Ensure documents uploaded by users were compliant with state regulations ( Driver license, insurance Cards, Car registration among others)
- Provide level one support for incidents via phone and emails
- Be the first point of contact for incident and problem reports, escalating when appropriate using JIRA
- Tracked and documented customer interactions using Zendesk
Education
Bachelor of Science - Information And Computer Systems
UNAD
Medellin, Colombia 05.2021 - Current
HIGH SCHOOL WITH EMPHASIS - INTERNATIONAL BUSINESS MANAGEMENT
Colegio Divino Salvador De
Medellín, ANT 01.2009 - 01.2014
Skills
Ticketing systems
Python
Remote Support
Application support
English Fluency
SQL
Incident Management
Certification
English Proficiency Certification, https://www.efset.org/cert/kcL6Dp
Timeline
English Proficiency Certification, https://www.efset.org/cert/kcL6Dp
03-2024
Support Specialist
Webhelp ( Lyft )
03.2022 - 10.2022
Billing Specialist
Nearsol ( ADT Security )
01.2022 - 04.2023
Bachelor of Science - Information And Computer Systems
UNAD
05.2021 - Current
HIGH SCHOOL WITH EMPHASIS - INTERNATIONAL BUSINESS MANAGEMENT
Colegio Divino Salvador De
01.2009 - 01.2014
HELP DESK ANALYST
MHS (Steward Healthcare System)
4 2023 - Current
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