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Associate Principal Engineer

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I bring twenty years of experience in customer service, starting with phone support in a busy call center and expanding into remote customer service since May 2017. I later advanced to a leadership role as a shift manager at McDonald’s, where I oversaw operations and handled customer complaints with professionalism and efficiency. These roles sharpened my communication, multitasking, and problem-resolution skills. Today, I am the proud owner of a successful laundromat that’s become a trusted part of the local community. My career reflects a strong work ethic, proven leadership, and a deep commitment to excellent service—whether in person, over the phone, or online.

A customer service professional with 3+ years of experience in fast-paced sales, billing, and customer experience jobs. Demonstrates creativity, flexibility, and self-motivation, consistently surpassing revenue, goals and objectives. Also have over 3 years of remote customer service. Motivating leader and expert in solving organizational problems, possessing strong abilities in team building, customer service, and supervision. expertise taking on new responsibilities and moving fast to implement constructive changes that promote business success.I'm excited to begin my career as an exceptional customer experience representative in the healthcare sector.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Detail-oriented and results-driven IT professional with 6+ years of experience in desktop support, system administration, service desk technician and customer service. Proven track record of providing frontline technical support, troubleshooting complex issues, and ensuring stable operation of network and infrastructure systems. Proficient in a hybrid work environment, delivering 24/7 monitoring and support for mission-critical systems. Highly skilled in using monitoring tools, diagnosing issues, and providing end-user support with a focus on continuous system availability. Familiar with ServiceNow and experienced in the installation, configuration, and support of hardware/software systems. Advanced
 6+ years
Extensive experience using various Help Desk systems such as ServiceNow, Jira, ManageEnginePlus, Twilio, Freshdesk,HEAT etc.
Technical Support & Troubleshooting
Advanced
6+ years
Proficient in resolving technical issues on Windows, macOS, and network environments.
Ticketing Systems Management
Advanced
6+ years
Experienced in managing and resolving tickets efficiently.
Remote Desktop Support
Advanced
7+ years
Skilled in providing remote support and troubleshooting for both hardware and software.
System Administration
Advanced
6+ years
Expertise in managing Windows Server, Active Directory, Linux administration.
Networking (TCP/IP, DNS, VPN)
Advanced
6+ years
Deep knowledge of networking protocols, configuration, and troubleshooting VPN and DNS issues.
Application Support
Advanced
6+ years
Experience supporting multiple applications including MS Office, O365, Citrix, and VPN systems.
Security (Antivirus, Firewalls, IDS)
Intermediate
6+ years
Hands-on experience with IT security tools like firewalls, IDS, and antivirus solutions.
Documentation & Knowledge Base Management
Advanced
6+ years
Proficient in documenting processes, creating user guides, and maintaining knowledge bases.
End-User Training & Support
Advanced
6+ years
Delivered technical training and support for users, ensuring smooth IT operations.
VPN Configuration & Remote Access
Advanced
6+ years
Configured and managed VPN access for remote users, improving connectivity and security.
Hardware Setup & Maintenance
Advanced
6+ years
Experience in system imaging, hardware installation, and managing hardware upgrades.
Customer Service & Communication
Advanced
4+ years
Strong client-facing communication skills, ensuring high levels of user satisfaction.
ITIL Framework & Service Delivery
Intermediate
3+ years
Familiar with ITIL processes, ensuring compliance in IT service management.
MDM (Mobile Device Management)
Advanced
6+ years
Worked on MDM device migrations and supported mobile device setups and security.
Microsoft Office 365 Administration
Advanced
5+ years
Expert in managing Office 365 environments, user accounts, and troubleshooting.
Project Management (IT Projects)
Intermediate
2+ years
Led several IT projects including system rollouts, migrations, and upgrades.

Diego Urrea

Overview

Work History

CSNA Resolution Specialist

Project Manager Assistant

Internship Student

Administrative Assistant

Education

Bachelor of Arts - Political Science

Skills

Timeline

CSNA Resolution Specialist

Internship Student

Project Manager Assistant

Administrative Assistant

Bachelor of Arts - Political Science

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