Jonnier Gutierrez Salcedo
Resumen profesional
Bilingual IT Technical Support Specialist
Bilingual IT professional with solid experience in Customer Service and Technical Support, combined with foundational knowledge in Cisco CCNA Routing & Switching. Recognized for strong interpersonal skills, the ability to work effectively both independently and as part of a team, and a commitment to delivering exceptional customer care.
Proven track record in end-user support, including PC troubleshooting, software and hardware maintenance, technical support, Windows operating systems, and domain management. Skilled in Active Directory administration and Group Policy Objects (GPO).
Possess a working understanding of networking fundamentals, including routing, switching, subnetting, VLAN configuration, and DNS management.
Experienced in providing remote and on-site support through multiple channels such as chat, phone, email, and video conferencing tools, ensuring timely and effective resolution of technical issues.
Datos destacados
9
9
years of professional experience
3
3
years of post-secondary education
Experiencia
IT Engineer
MOVATE S.A.S
Barranquilla, Atlántico
10.2024 - Actual
- Provided Level 1 technical support, ensuring timely resolution of user issues.
- Performed incident resolution and ticket escalation to appropriate support teams when necessary.
- Maintained accurate inventory control of IT assets and equipment.
- Handled device setup and configuration for new hires, ensuring smooth onboarding.
- Acted as the primary point of contact for external vendors, managing communication and coordination.
- Delivered remote and on-site technical support, maintaining high user satisfaction.
- Managed Active Directory administration, including user account creation, password resets, and group assignments.
- Conducted onboarding sessions for new employees, explaining internal IT policies and procedures.
- Delivered timely support for Office 365 issues, including email, Teams, SharePoint, and OneDrive.
- Resolved hardware and software issues on desktops, laptops, mobile devices, and peripherals.
End User Support Specialist Tier 2
Foundever
Barranquilla
06.2021 - 07.2025
- Technical support and troubleshooting by phone, Email, or Chat.
- Solving and creating tickets.
- Windows Server Administrator.
- Handled customer complaints with empathy and composure.
- Pitched ideas on how to improve performance and efficiency.
- Deal customer cases to resolution or escalate to an appropriate resource for the local It team when necessary.
Help Desk
Trading Group International
Barranquilla
09.2020 - 12.2020
- Technical Support (Local and Remote)
- CCTV Installation and Configuration
- Computer Maintenance
- Router Administrator
End User Support Spanish
Sykes Colombia S.A.S
Barranquilla
04.2020 - 07.2020
- Make daily, weekly and Monthly Reports.
- Give Remote Support with different tools.
- Tools installation and configuration.
- Phone Support.
- Solving and creating tickets.
- Windows Server Administrator.
End User Support
Sykes Colombia S.A.S
Barranquilla
08.2019 - 02.2020
- Make daily, weekly and Monthly Reports.
- Give Remote Support with different tools.
- Tools installation and configuration.
- Phone Support.
- Solving and creating tickets.
- Windows Server Administrator.
Auxiliary System
Trading Group International
Barranquilla
08.2016 - 01.2017
- Technical Support (Local and Remote)
- CCTV Installation and Configuration
- Computer Maintenance
- Router Administrator
Formación
Data Network Administrator -
SENA
04.2017 - 04.2019
System Technician - undefined
SENA
04.2016 - 04.2017
Enfatiza tus habilidades clave
- Teamwork
- Problem-Solving
- Customer service
- Leadership
- Microsoft Office
- Windows Servers
- Windows Operating Systems
Idiomas
Spanish
Experto
C2
English
Intermedio avanzado
B2
Cronología
IT Engineer
MOVATE S.A.S
10.2024 - Actual
End User Support Specialist Tier 2
Foundever
06.2021 - 07.2025
Help Desk
Trading Group International
09.2020 - 12.2020
End User Support Spanish
Sykes Colombia S.A.S
04.2020 - 07.2020
End User Support
Sykes Colombia S.A.S
08.2019 - 02.2020
Data Network Administrator -
SENA
04.2017 - 04.2019
Auxiliary System
Trading Group International
08.2016 - 01.2017
System Technician - undefined
SENA
04.2016 - 04.2017
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