Alejandra Cortés

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES - Assist clients in the design, implementation, and management of technology and process solutions to reduce the risk of data compromise. - Support clients in developing technical requirements, evaluating vendor solutions, designing architectures, and testing data protection and security solutions. - Deliver projects as specified in client Statements of Work (SoW), ensuring high service quality. Manage, configure, and fine-tune various data protection technologies. - Diagnose and resolve performance issues or failures in application-based technologies. - Advise clients on identifying future cybersecurity challenges and collaborate with them to enhance their capabilities. - Serve as a technical subject matter expert. - Stay up to date with industry trends related to cyber risk and data protection best practices. Perform other duties as assigned.

- Successfully managed IT operations for a leading gaming company, ensuring seamless functioning of critical systems. - Provide world-class support to international internal and external clients via various multimedia channels. - Maintaining and developing documentation, fostering knowledge sharing within the IT department. - Playing a key role in driving continuous improvement initiatives. - Supporting IT infrastructure and assisting in installing and configuring operating systems, software, and hardware components. -Extensively worked with endpoint and identity management tools including Microsoft Intune, Entra ID, and Active Directory, supporting user provisioning and access through SCIM integration. I was also involved in configuring and maintaining Group Policies, deploying devices using Windows Autopilot, and managing Apple devices through JAMF, ensuring a seamless and secure user experience across platforms. - Collaborating with IT staff, documenting design, maintenance, and support procedures to streamline routine tasks. - Delivering top-notch technical support to end-users, resolving issues related to computer architecture, software, and hardware. - Managing support tickets with manufacturers such as Dell and Microsoft, ensuring timely resolutions. - Identifying operational problems and contributing to their resolution, adhering to industry standards and procedures

- Communicated directly with American customers in English and Spanish. Educated users in best practices and solutions to create listings. Provided timely follow-ups and managed cases through CRM. - Provided advanced technical support via phone and internet for incoming Help Desk cases related to the company's website. - Knowledge of Browser Developer Tools. - Ability to multitask and autonomously manage personal schedule without supervision. - Deep understanding of Client Management by sending weekly briefs on their projects and recent tasks. - Prepared well-structured drafts using RealWords word processing and the company platform. Created and distributed marketing copy to advertise our company and products. - Managed SLA deadlines agreed upon by the customer. - Created training content for customers and internals, showcasing strong product knowledge.

- SLA deadlines management agreed upon by the customer. - Listen to calls and score them appropriately by following Cinch guidelines. - Find areas of opportunities for Help Desk Representatives. - Coach agents based on areas of opportunity. - Create Job Aids for agents such as QA tips, daily reports, etc.

- Provided support for incoming Help Desk cases related to software, hardware, networking, and general IT. Provided precise and timely follow-ups. - Resolved technical issues with Local Area Networks (LAN), Wide Area Networks (WAN), access points, routers, and general networking infrastructure. - Maintained daily performance of computer systems. - Configured printers manually over the network by entering their information such as name, IP address, IPP protocol, and queue. - Performed training tasks for new technicians. Wrote accurate, technical documentation for the IT department. - Configured home routers by configuring basic settings such as specifying the router’s IP address, restricting the ranges of IPs used by the DHCP server, setting up wireless routers, configuring firewalls, or restarting them to the default factory settings.

- Provided advanced technical support via phone and internet for businesses employing G Suite. - Deep knowledge of email protocols (POP, IMAP, SMTP). - Communicated directly with worldwide clients in English and Spanish. Educated users in best practices and solutions to common issues. Provided timely follow-ups and managed cases through Salesforce. - Performed Active Directory and Email migrations into G Suite. - Ensured conversion from trial-period users into full-paying customers by providing world-class service. - Assisted with data backups and data restoration. - Worked with IT departments from small and mid-sized companies, utilizing advanced technical knowledge to find customized solutions.

Able to design and create a network from scratch, of varying sizes. Able to configure servers as DHCP, DNS, WEB, EMAIL, among others. Sound knowledge creating simple and complex DPUs and capturing them, verify connectivity and functioning. Add wired and wirelessly IoT devices to the network, and control those devices. directly from the device or remotely over the network, using a remote pc, tablet or smartphone. Monitor IoT devices using either a Home Gateway or a registration server. Configure environmental controls for the IoT devices as solar panels, also create, connect, and program new objects (things).