Astrid Mendoza

Experience

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  Align Technology

  Jul 2020 - Aug 2022

  Information Technology Help Desk

  • Explain to the user how to set up the computer equipment, so that they can do it at home.• Provide technical support to users, both in-person and through remote assistance tools, troubleshooting issues related to hardware, software,• Handle the installation and configuration of new equipment and software, as well as license management and updates to ensure systems are up to date and functioning properly.• Documenting all support interactions, troubleshooting steps, and resolutions accurately in the ticketing system.• Conducting root cause analysis for recurring issues and recommending proactive solutions.• Assisting in the testing and implementation of software patches and upgrades.• Training end-users on new technologies and providing guidance and assistance as needed.• Contributing to the improvement of service desk processes and procedures to enhance overall efficiency and service delivery. Show less

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  CRG

  Sept 2022 - Feb 2023

  Service Desk Analyst

  • Managing, prioritizing, and documenting incoming questions and support requests by phone, email or chat.• Resolving technical issues quickly and efficiently • Installing and configuring necessary software and meeting end-user needs• Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems• Monitoring and maintaining system health, including servers, networks, and applications, to ensure optimal performance and uptime.• Managing user accounts, permissions, and access controls across various systems and applications according to company policies and security best practices.• Tracking and managing IT assets, including hardware, software licenses, and peripherals, to ensure accurate inventory records and compliance with organizational policies.• Creating and updating knowledge base articles and documentation to facilitate self-service for users and improve resolution times for common issues. Show less

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  Kyndryl

  Feb 2023 - Jun 2024

  Senior Technical Support Specialist

  • Leading the technical support team in managing and resolving complex support requests.• Conducting in-depth diagnostics and troubleshooting of hardware and software issues.• Implementing and maintaining system upgrades and patches to ensure optimal performance.• Developing and delivering training programs for end-users and support staff.• Collaborating with IT teams to streamline processes and enhance service delivery.• Creating and updating technical documentation and user guides.• Monitoring and analyzing system logs and performance metrics to identify and address potential problems.• Assisting in the development and enforcement of IT policies and procedures.• Ensuring compliance with security protocols and data protection regulations. Show less

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  Procter & Gamble

  Jul 2024 - now

  Computer Science Engineer