Brayan Galeano

IT Infrastructure and Level 2 Support Specialist providing technical support in high-availability banking environments. • Troubleshooting hardware, software, and network incidents • User account management (Active Directory, access permissions) • Incident resolution under SLA compliance • IMAC services (Install, Move, Add, Change) • Technical support for banking applications • Workstation configuration and maintenance • Coordination with vendors and internal IT teams

Provided Level 1 technical support for Vodafone Spain customers in a high-volume call center environment. Troubleshot fiber optic, ADSL, and mobile service connectivity issues. Diagnosed network and configuration problems remotely. Guided customers through step-by-step technical solutions. Escalated complex incidents to Level 2 teams following SLA protocols. Ensured high customer satisfaction while maintaining performance KPIs.

Provided on-site IT support and infrastructure maintenance in a corporate environment. Performed hardware and printer troubleshooting and preventive maintenance. Resolved LAN connectivity issues and basic network failures. Assisted with server backup procedures, including physical hard drive rotation for data protection. Installed and configured operating systems on user workstations. Supported daily IT operations to ensure service continuity.