Jorge Vichi

IT Support Specialist | Help Desk L2

IT Support Specialist with 6+ years of experience providing Level 2 technical support and network troubleshooting in mission-critical environments. Skilled in Zendesk, AnyDesk, Cisco networking, Google Workspace, and Windows. Experienced supporting 100+ users with hardware, software, and connectivity issues.

[email protected] +53 55824636 Havana, Cuba

Languages

Skills

Certifications

Work Experience

Broadcast Engineer

Cuban Institute of Radio and Television

Sep 2015 — Nov 2019Havana

Supported 24/7 broadcast infrastructure for nationwide television operations
Diagnosed and resolved live transmission issues under strict deadlines
Coordinated multidisciplinary technical teams to maintain broadcast services
Configured and maintained professional broadcast equipment and video routing systems

IT Support Specialist (Help Desk L2)

TeleSur

Dec 2019 — PresentCurrentHavana

Provide Level 2 technical support to 100+ end users in 24/7 environment
Troubleshoot hardware, software, Windows, printer, and network connectivity issues
Resolve incidents and service requests using Zendesk with excellent customer service
Deliver remote technical support via AnyDesk and Remote Desktop
Configure and troubleshoot Cisco LAN/WAN network connectivity

Skills

ZendeskAnyDeskCisco networkingGoogle WorkspaceWindowsremote collaboration platformstroubleshootingcustomer servicetechnical documentation

Education

Bachelor of Science, Computer Science

University of Informatics Sciences (UCI)

Sep 2010 — Jul 2015

Certifications

Google IT Support Certificate

Google

Jul 2022

IBM Technical Support Professional Certificate

Coursera

Mar 2023

Network Support and Security

Cisco Networking Academy

Oct 2023

Network Technician Career Path

Cisco Networking Academy

Oct 2023

Languages

English

Intermediate

Spanish

Native