Summary
Overview
Work History
Education
Skills
Learning languages; Traveling and exploring new cultures; Motorcycles and Riding; Animals and Mangas
Languages
Timeline
Generic

Wayra Melissa Castañeda

Rionegro

Summary

Skilled in enhancing customer satisfaction and resolving complex IT issues, my experience at Integer Holdings Corporation and Unisys strengthened my expertise in remote support, troubleshooting, and escalation management. I consistently ensured SLA compliance and collaborated effectively with teams to drive efficient incident resolution. My goal-oriented approach, combined with hands-on problem-solving experience, contributed to improved service efficiency and user experience.

Overview

2
2
years of professional experience

Work History

IT Managed Services

Integer Holdings Corporation
05.2023 - Current
  • Delivered outstanding customer support by providing prompt, courteous assistance during all interactions with clients.
  • Troubleshot and resolved IT issues, ensuring minimal downtime for end-users.
  • Managed and escalated technical incidents to appropriate teams for swift resolution.
  • Processed software installation requests and access approvals in compliance with company policies.
  • Provided remote support to diagnose and fix hardware, software, and connectivity issues.
  • Documented solutions and best practices to improve service efficiency.
  • Assisted in account management, including password resets and AD user provisioning.
  • Coordinated with security teams to validate and approve software access requests.
  • Ensured timely follow-ups on pending tickets to maintain customer satisfaction.

UTS Tech Support Rep 1

Unisys
05.2023 - Current
  • Provided technical support and troubleshooting for end-users.
  • Resolved hardware and software issues efficiently.
  • Assisted users with system access and account management.
  • Documented and escalated complex incidents as needed.
  • Ensured excellent customer service in all interactions.

Education

Bachelor’s Degree in Foreign Languages - Education

Universidad Católica De Oriente
Rionegro, Colombia

Skills

  • Customer service and satisfaction
  • Remote support
  • Escalation handling
  • Call center experience
  • Technical support
  • Live chat support
  • SLA compliance
  • Documentation and reporting
  • Ticketing systems
  • Teamwork and collaboration
  • Problem-solving

Learning languages; Traveling and exploring new cultures; Motorcycles and Riding; Animals and Mangas

Passionate about discovering new cultures through travel, enjoying the thrill of motorcycle riding, and appreciating animals and manga.

Languages

English
Spanish

Timeline

IT Managed Services

Integer Holdings Corporation
05.2023 - Current

UTS Tech Support Rep 1

Unisys
05.2023 - Current

Bachelor’s Degree in Foreign Languages - Education

Universidad Católica De Oriente

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Wayra Melissa Castañeda