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  "basics": {
    "name": "Jorge Vichi",
    "label": "IT Support Specialist | Help Desk L2",
    "summary": "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.",
    "location": "Havana, Cuba",
    "profiles": [
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        "network": "LinkedIn",
        "username": "lozadavichi",
        "url": "https://linkedin.com/in/lozadavichi"
      }
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    {
      "company": "Cuban Institute of Radio and Television",
      "position": "Broadcast Engineer",
      "location": "Havana",
      "startDate": "2015-09",
      "endDate": "2019-11",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "TeleSur",
      "position": "IT Support Specialist (Help Desk L2)",
      "location": "Havana",
      "startDate": "2019-12",
      "current": true,
      "highlights": [
        "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"
      ]
    }
  ],
  "education": [
    {
      "institution": "University of Informatics Sciences (UCI)",
      "degree": "Bachelor of Science",
      "field": "Computer Science",
      "startDate": "2010-09",
      "endDate": "2015-07"
    }
  ],
  "skills": [
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    "AnyDesk",
    "Cisco networking",
    "Google Workspace",
    "Windows",
    "remote collaboration platforms",
    "troubleshooting",
    "customer service",
    "technical documentation"
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  "languages": [
    {
      "language": "English",
      "fluency": "Intermediate"
    },
    {
      "language": "Spanish",
      "fluency": "Native"
    }
  ],
  "certificates": [
    {
      "name": "Google IT Support Certificate",
      "issuer": "Google",
      "date": "2022-07"
    },
    {
      "name": "IBM Technical Support Professional Certificate",
      "issuer": "Coursera",
      "date": "2023-03"
    },
    {
      "name": "Network Support and Security",
      "issuer": "Cisco Networking Academy",
      "date": "2023-10"
    },
    {
      "name": "Network Technician Career Path",
      "issuer": "Cisco Networking Academy",
      "date": "2023-10"
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    "yearsOfExperience": 0,
    "seniority": "entry",
    "highestEducation": "Bachelor's"
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    "platform": "freecv.org"
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    "lastModified": "2026-07-22T18:10:53.690Z",
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}